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Introductions
Ten Trends Driving CRM
SugarCRM – Not Your Father’s CRM
Q&A
Ten Trends Drive
Next-Generation CRM
William Band, Vice President & Principal Analyst
December 2, 2010
3 © 2010
2009 Forrester Research, Inc. Reproduction Prohibited
Forrester’s definition of CRM
CRM 2.0
Coal-fired
Geo-thermal
55%
Yesterday Today
“Using a scale of 1 to 5, where 5 = “Very important” and 1 = “not at all important,” how important is mobilizing
your CRM systems and processes (i.e. mobile CRM) in the context of the other
IT project initiatives within your organization this year?”
4 45%
3 32%
2 8%
Source: Online survey of 1,005 Global IT and Business Decision Makers involved in CRM purchase decisions. Conducted by Forrester
Consulting on behalf of RIM.
Base: 1,298 development pros at North American and European enterprises and SMBs
Source: “The Forrester Wave™: CRM Suites For Midsized Organizations, Q2 2010”
22 © 2010 Forrester Research, Inc. Reproduction Prohibited
Do your homework
William Band
+1 617.613.6323
wband@forrester.com
www.forrester.com
Extensive project timelines with sales cycles from two months to two years
PROBLEM Need to track multiple stakeholders, revisions, touch points and details
Required option for on-site deployment in the future
Highly sophisticated sales operation with 100% of its sales team using Sugar
VALUE Able to maintain highly detailed metrics to close gaps and recognize emerging
markets that support ongoing growth
“
Sugar works around our needs rather than us having to work around Sugar. It
has gone beyond ROI and is the backbone of our business.”
— Avi Bar, Vice President Architectural Products, Advanced Glazings
“
Sugar has allowed us to implement 80 percent of our high-level, business
driven modifications within minutes, not hours.”
— Shannon Boyd, Director of Marketing, BNSF Logistics
Needed a CRM solution to be the foundation of its business and support its
PROBLEM
goal of making each member relationship intensely personal.
Could not launch its business or manage a single member without a CRM
solution.
Tenzing chose Sugar Professional and worked with Epicom, a SugarCRM
gold-level partner.
SOLUTION It began with Sugar’s out-of-the-box solution and customized as its business
demanded.
Easily up and running within two weeks yet still had a limitless platform to
VALUE
quickly scale the solution.
Exceeded membership goals, reduced employer’s healthcare costs by 20
“
percent and reduced member processing time by 60 percent.
In just over a year of our Sugar Professional implementation, we have
exceeded our membership goals, reduced employer’s health care costs
by 20 percent and reduced membership processing time by 60 percent.”
Marty Heaner, CTO, Tenzing Health
Thank You!