All too often, CRM is thought of as a product or tool, not a strategy. This mistaken assumption can lead companies astray. In this session, SugarCRM co-founder and vice president of products Clint Oram will provide a new framework for how companies should think about CRM. Based on years of experience working with companies of all sizes on CRM initiatives, Oram will distill the steps companies need to take to be successful in customer relations and how to avoid common pitfalls around CRM initiatives. At its heart, CRM is a strategy that demands a clear understanding of a company’s current state, and setting clear, quantifiable measurements for where they need to go.
Clint Oram, Co-Founder and VP of Products, SugarCRM
Clint Oram is one of three co-founders of SugarCRM and co-led the product design and development as well as the customer services team through the first year of business. He is now responsible for Sugar product management and the Sugar Open Source community, including developer relations and Sugar’s community web site properties. Previously, Clint managed SugarCRM’s European operations, located in Dublin, Ireland.
Clint has spent over 15 years in the enterprise software industry. Prior to co-founding SugarCRM, Clint held a variety of professional services and product management roles at E.piphany, Octane Software, Hewlett Packard and PG&E. Clint holds a BS in Computer Science from Cal Poly San Luis Obispo and is a co-author of a software engineering patent.
If there is one area of the sales process where representatives most often fall down, it is the discovery process. How can sales reps more effectively uncover customer pain and align business issues with the buying process? In this session, Jan Sysmans will share how to define a proper discovery process across sales teams and how to reinforce that process within SugarCRM. The result: better forecasts, more sales and happier sales reps (and managers).
Presentation Slides: Using Sugar to Discover Value
Jan Sysmans, Director of Product Marketing, SugarCRM
Jan Sysmans is Director of Product Marketing at SugarCRM where he focuses on developing and evangelizing SugarCRM’s open source and SaaS solutions in the marketplace. A recognized industry thought leader, Jan spent over five years at Webex where he focused on business continuity, ease of use and viral adoption of its products. Jan also served as Marketing Chair for the SaaS Executive Council, an industry initiative aimed at promoting Software-as-a-Service solutions. A native of Belgium, he received his BS from the EHSAL School of Business and his MBA from ICHEC-MIME in Brussels.
Learn how to manage customer relationships effectively with the use of BPM technologies to help the business achieve its goals. This session will explain and demonstrate how SugarCRM and Bonita Open Solution work together in a real application. Among other features, you will learn how easy it is to define new business process with Bonita, how to connect them to SugarCRM through native and graphical connectors and how to turn your business process into smooth running applications.
Miguel Valeds-Faura, CEO, BonitaSoft
Miguel Valdes Faura is the BonitaSoft CEO. Miguel co-founded the Bonita project in 2001 with the vision that BPM would become mainstream in every company's IT portfolio. Prior to BonitaSoft, Miguel was leading the BPM division at Bull. Miguel is a regular speaker at international conferences : JavaOne, Internet Global Congress, Open Source World Conference, javaHispano Conference, ObjectWebCon, COSGov, JavaBin.
If there is one part of the sales process that leads to more frustration than any other, it is the sales forecast. How can sales managers create and deliver accurate sales forecast that deliver the predictability so desired by executives leadership? In this session, J.B. Bush, a recognized leader in sales performance management, will outline the proper steps sales leaders and sales reps need to take to remove the fiction from sales forecasts and deliver results as promised.
J.B. Bush has helped sales and marketing organizations around the world to achieve higher win rates and drive top-line revenue and productivity by mastering the ability to appropriately manage the dialog with prospects through the ValueSelling Framework®. Through workshops, keynote presentations, one-on-one consultation and coaching, JB has taught thousands of frontline sales representatives, managers and marketing teams to successfully conduct discovery sessions with their prospects and effectively manage their opportunities.
As companies graduate from managing their business via spreadsheets and emails, they often focus on two core processes to grow their business – customer management and sales process. Unfortunately, these two processes are not always aligned. The results can lead to poor user adoption, misplaced incentives and lots of manual processes, not to mention a reduced ROI on both investments. In this presentation sales performance expert J.B. Bush will describe how to meld CRM and sales processes into a cohesive strategy that drives higher performance in sales and better customer satisfaction.
J. B. Bush has helped sales and marketing organizations around the world to achieve higher win rates and drive top-line revenue and productivity by mastering the ability to appropriately manage the dialog with prospects through the ValueSelling Framework®. Through workshops, keynote presentations, one-on-one consultation and coaching, JB has taught thousands of frontline sales representatives, managers and marketing teams to successfully conduct discovery sessions with their prospects and effectively manage their opportunities.
This presentation will demonstrate how Informer software delivers immediate insights into Contacts, Leads and Prospects, enabling SugarCRM users across the organization to monitor business performance as the data is changing. How? Informer delivers real-time access to multiple data sources, allowing organizations to quickly and easily link data in a SugarCRM database to data in other databases from a single point of Web-based access for ad hoc reporting, report customization and comprehensive analysis.
Andrea Dawkins, R&D Programmer, Entrinsik
Andrea Dawkins is currently a R&D Programmer for Entrinsik. She received her Master of Science degree in Computer Science from North Carolina State University. Andrea has developed several custom modules in Sugar to handle Entrinsik-specific operations and Entrinsik’s own Informer software is used for reporting, which easily links Sugar’s MySQL database to various other internal data sources. Her experience includes User Interface Design, Google Web Toolkit, Web Development, Business Intelligence, Reporting, Analytics, Multivalue Databases, Hibernate, SQL, Java, PHP, CSS, HTML, JavaScript, Photoshop and Flash.
One of the lasting impacts of the movie Glengarry Glen Ross was that it put into focus the great tension point between sales, marketing and management – leads. Nearly 20 years and few economic busts later, leads – the ability to create, pursue, close or nurture – has only grown in importance. In this session, Reem Bazzari and Ryan Meeker will review the fundamentals of lead management. They will describe how Sugar can help companies improve and automate lead processes – and offer advanced tips for companies who either need to create more leads or figure out a way to separate the good from the bad.
Reem Bazzari is a Technical Marketing Manager at SugarCRM. Her responsibilities include developing product training and demonstrations, as well as helping to guide SugarCRM’s product and competitive positioning. Previously, Reem helped to launch Sugar Exchange, SugarCRM’s commercial marketplace for partner extensions. Before joining SugarCRM, Reem worked in various marketing roles in the solar panel manufacturing and distribution industries. Reem holds a B.S. in Computer Science from Sonoma State University.
Ryan Meeker, Sales Operations Manager, SugarCRM
Ryan Meeker is a Sales Operations Manager at SugarCRM where he focuses on global sales processes, lead management and executive reporting. Previously, he managed the lead qualification team at the company. Ryan’s quantitative background and knowledge of SugarCRM has made him one of the most prolific and expert users of SugarCRM’s reporting functionality. Ryan began his career in accounting with KPMG after graduating with a degree in Business Management Economics from the University of California, Santa Cruz.
One of the biggest reasons CRM initiatives fail to live up to expectations is lack of end-user adoption. In this session, Erin Fetsko, a Customer Support Engineer who has helped hundreds of SugarCRM customers gain greater utilization of their system, will provide best practices on how to get your CRM implementation kick started, including specific tactics leaders can use to get users to adopt a CRM system for the first time. Erin will also cover some of the more advanced areas of the application, including campaigns and workflows, and how to become effective quickly across all aspects of the application.
Erin Fetsko, Customer Support Engineer, SugarCRM
Erin Fetsko is a Customer Support Engineer at SugarCRM. Through end-user training, hands on research, and the occasional system patch, Erin strives not only to solve the client’s current difficulty, but also provide them the tools to achieve ongoing success with their Sugar implementation. Before joining Sugar, Erin held a variety of support, training and professional services roles where her focus was on using the latest technologies to streamline business processes. Erin has a B.S. in Applied Math and a M.S. in Computer Science from IIT.
Live Chat for CRM provides key benefits to businesses including: real-time visibility to all customer data; accurate and error-free documentation of customer support notes; and elimination of transferring data from one application to another. This creates a powerful ability to present a universal view of customer information by leveraging core functionality in CRM and Ecommerce.
In this session learn how live chat empowers your business to optimize its CRM through a critical customer touch point by instantly creating leads, contacts and support cases directly from live chat sessions with your web site visitors.
Chad S. Ritchie, Vice President, Implementation Services, Velaro
Chad has over 15 years of experience in online conversion management and implementation services with a focus on B2B and ecommerce solutions. He specializes in educating clients on growing online conversion rates through the use of live chat, intelligent engagement, and behavioral targeting. His understanding of CRM and storefront integrations has made Velaro a leading resource in customer satisfaction solutions. Velaro has implemented live chat programs for companies such as LG Electronics, T-Mobile, Blue Cross Blue Shield, MarketStar, Experian, Toro, and Epicor. Chad is a veteran of the United States Air Force where he served as a Middle Eastern Cryptologic Linguist, graduating from the Defense Language Institute in Monterey, California.
Many savvy marketers are realizing the benefits of building a large marketing funnel using a community of advocates, and combining that with tools for customers to self select their interest in the product. In this session, John Robb, Vice President of Marketing and Product Management at Zimbra will discuss how establishing community awareness and using social media is proving to be a strong alternative to traditional advertising in generating customer leads. By offering an open source product, available free of charge, Zimbra has established a strong community of users. Through community awareness and targeted social media outreach, Zimbra is able to attract more users - many of whom convert to paying customers as their needs grow and they require additional features and support.
John Robb, Vice President of Marketing and Sales, Zimbra
As Vice President of Marketing and Sales, John manages the global field sales team and oversees the marketing and product team at Zimbra. Previously, John managed the business and product team for the mobile messaging group at Openwave Systems, which included the multimedia messaging, voice mail and instant messaging product lines. Prior to Openwave, John was responsible for leading the product and go to market teams at Mspect (acquired by Telephia) and Cellmania. John has a Master of Business Administration degree from Chicago GSB, as well as a Bachelor of Arts in Political Science and a Bachelor of Science in Environmental Engineering from Northwestern University.
The move from software products to services is one example of a macro trend that is changing how customers buy and companies sell. The ability to build a recurring revenue streams based on renewal business is becoming a strategic focus for sales leaders. In this session, Andy Dreisch will detail how best to focus your company, processes and Sugar application on nurturing existing customers and gaining that increasingly important customer renewal.
Andy Dreisch, VP of Worldwide Services, SugarCRM
Andy Dreisch is the VP of Worldwide Services, with executive responsibility for professional services, customer support and training in support of our worldwide customer base. Andy was recently VP of Community Development at SugarCRM, leading Sugar Open Source project, community and developer initiatives. Andy’s leadership in product marketing, product development and engineering has been instrumental to Sugar’s success. Prior to joining SugarCRM, Andy held a variety of positions building successful startup software companies in Silicon Valley. Andy’s 5 years with WebEx Communications, Inc. began in the company’s early growth phase where he was instrumental in developing programs in support of large-scale enterprise sales and adoption across the entire WebEx subscription base. During his time there, WebEx grew to become the premier web conferencing service provider and remains the dominant player in that space. Andy attended Towson University in Baltimore, MD, where be received a BS in dual disciplines, Economics and Finance.
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