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SugarCRM is one of the most used CRM applications on the planet. The application has spawned countless books, web sites, blog posts and tweets about interesting things one can do with the platform. This session will save you the time of trolling the web for interesting ideas about how to use SugarCRM and distill 10 of the coolest things you didn’t know you could do with Sugar.
Track 8: SugarU
Marina
Susie Williams, Director of System Services, SugarCRM
Susie Williams is the Director of System Services at SugarCRM. Her responsibilities include management of the Authorized Learning Partner program, manager of the Sugar Sales Demo and Training environments, and Dir. of Internal and customer-facing training initiatives. She was also the podcast host for the first year and a half of Sugar’s “60 Second Snippets” series. Prior to joining SugarCRM, Susie managed the Worldwide Sales Engineering organization at WebEx Communications, and has been involved with CRM vendors and implementations at Aurum Software, the Baan Company, and iBEAM Broadcasting. She received her B.A. in Computer Science at U.C. San Diego.
Marina
What if sales, marketing and support reps loved their CRM system? What if it moved as fast as they did, reducing unnecessary steps and presenting a visually pleasing experience? This may sound heretical, but the bar is being raised at SugarCRM. Come join SugarCRM veteran Jason Nassi as he showcases some of the ways SugarCRM is making CRM not only simple and fast, but maybe even fun to use. Presentation Slides: Navigating Sugar 6
Jason Nassi, Sr. Director of Product Management, SugarCRM
Jason Nassi is the Senior Director of Product Management at SugarCRM. Prior to joining SugarCRM, Jason Nassi held a variety of technical support and engineering management positions at Netscape Communications, AOL, and Sun Microsystems. Jason holds a B.A from Brandeis University.
Marina
Great marketing campaign idea? Check. Snazzy HTML email? Check. Compelling Call to Action? Check. Great click-through rates? Check. Massive disconnect between sales and marketing? Check. All too often, marketing and sales are two ships passing in the night. In this session, Reem Bazzari will demonstrate how to create compelling marketing campaigns that deliver measurable value to sales. Topics will include set-up, execution and measurement of campaigns, we well as sales hand-off and response.
Reem Bazzari, Technical Marketing Manager, SugarCRM
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.
Marina
SugarCRM includes a workflow engine that enables users to automate key business processes inside their CRM system. These workflows can trigger alerts or assign tasks in order to make it easier for sales, marketing and support agents to perform their daily tasks in an optimal fashion. And of course, the flexible nature of SugarCRM allows users to dream up any number of custom workflows using the engine. Learn the basics of building workflows from Sugar Support Engineer Chris Raffle in this learning session.
Chris Raffle, Partner Support Supervisor, SugarCRM
Chris Raffle supervises the Partner Support team at SugarCRM and has been with the company since July 2007. His daily responsibilities entail dealing primarily with partners based in North and South America, while overseeing all aspects of the worldwide partner support. Prior to SugarCRM, Chris worked for Citizens Bank as a technical specialist supporting their online banking application. In addition, Chris also served as technical consultant for various companies in northeast Ohio and as a project manager for Xtrasource.
Marina
“If it is important, measure it”, the saying goes. This session will focus on what you should measure in Sugar and how. SugarCRM reporting expert Ryan Meeker will detail how to use and modify standard reports, create and share custom reports and take advantage of matrix reporting, run time filters and the Reports Wizard. Learn how to get the most out of the deep reporting capabilities inside Sugar, and come away from this session a power reports user.
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.
Marina
The nature of sales organizations are changing due to the Web, open source and cloud computing. Gone are the days of pure outbound marketing where cold calling and push marketing were the norm. Under the new model, inbound marketing and leads are creating a new set of opportunities and challenges for the sales manager. In this session, Vince Randazzo will share his experience managing a high-volume, inbound-focused sales organization and how his team uses Sugar to manage and optimize every phase of this new selling process.
Vince Randazzo, Sales Manager, Inside Sales, SugarCRM
Vince Randazzo is a Manager of Inside Sales at SugarCRM where he is responsible for managing high-volume sales operations. Previously, he helped manage SugarCRM’s customer advocacy team where he worked with hundreds of SugarCRM customers to make sure they were getting the most from their CRM investments. Vince brings over 12 years of experience to SugarCRM, including roles at Pillar Data Systems, IronPort Systems and Verisign. He graduated with a BS from San Jose State University.
Marina
Retaining existing customers is not only more economical than acquiring new customers, it also has karmic rewards, as happy customers spread the word about the great experience they have had with your company. How can businesses build superior customer support processes with Sugar? In this session, Lori Arce will provide an overview of how to use SugarCRM to deliver great customer support and the best way to infuse customer-centric processes across your entire company.
Lori Arce, Senior Customer Support Manager, SugarCRM
Lori Arce is a Senior Customer Support Manager at SugarCRM. Her responsibilities include managing all support issues that come into SugarCRM. Lori manages a global support team and is responsible for increasing client satisfaction and delivering a high standard of customer excellence. Previous to SugarCRM, Lori has had more than 15 years of professional experience in the customer service arena with eight of those years working closely with CRM.
Marina
There is a wealth of data on the web about the people you do business with. The challenge is finding the relevant information and placing it in context of your daily activities. Sugar Cloud Connectors collect data from popular services such as Jigsaw, Hoover’s, LinkedIn and Zoominfo and place it I the hands of Sugar users so they can be more effective in their jobs. In this session, Andrea Johnson will provide an overview of Cloud Connectors, how administrators can enable them and the best practices companies can implement to get the most from this service.
Andrea Johnson, Technical Trainer, SugarCRM
Andrea Johnson is a Technical Trainer at SugarCRM. Her responsibilities include training the Admin Fundamental class to partners, facilitating the Welcome Webinars for customers and partners, and developing new classes as needed. Prior to joining SugarCRM, Andrea worked as a Consultant for Deloitte Consulting LLP with a focus in the public sector and Hart InterCivic as a Records Management Consultant. She also helped implement and support a CRM application for a Texas-based bank. She received her Bachelor of Business Administration with a major in Management at Texas State University.
Marina
This session is a must for anyone who is looking to become a master Sugar admin. Learn how to create roles, teams, set access levels and get a full understanding of all the capabilities available to Sugar administrators. Also learn about new features in Sugar that allow for highly granular roles and access permissions, allowing new levels and types of administration for all kinds of CRM user needs.
Jeff Tichenor, Customer Support Engineer, SugarCRM
Jeff Tichenor is a Customer Support Engineer at SugarCRM. He is responsible for supporting our Premium level partners and customers. Previous to SugarCRM, Jeff has served as an implementation consultant helping small to medium sized manufacturing, financial, and distribution companies implement successful CRM and ERP solutions since 1996. Jeff is also certified on Syspro ERP/CRM, Navision Financials/CRM and MAS90.
Marina
SugarCRM is designed to manage sales, marketing and support teams of all sizes. Role management tools enable you to create complex user roles and set limits on what data users can see, and which data they can manipulate in the system. Sugar’s granular data and user management capabilities allow you to get very creative when creating and managing your different teams. SugarCRM’s Advanced Support Engineer Dan Reverri will go over the basics of setting up users, as well as creating teams and assigning roles to users in the Sugar system.
Dan Reverri, Advanced Support Engineer, SugarCRM
Daniel Reverri is an Advanced Support Engineer at SugarCRM. His responsibilities include resolving technical customer issues and providing advice for implementation and use of SugarCRM. Previous to SugarCRM, Daniel worked as a Technical Support Engineer and Customer Trainer at Parametric Technology Corporation in Massachusetts. Daniel earned his B.S. in Aerospace Engineering from Boston University.
Marina
For many sales, marketing and support associates email is their lifeline. Thus it makes perfect sense to have email tightly integrated with your SugarCRM deployment. See the new look and feel of the new Sugar email and learn how to configure your email to synchronize tightly with SugarCRM.
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.
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