Two Innovative Views of Customer Centricity Took Center Stage at SugarCon
I think most of us here at SugarCRM are still catching our breaths after an amazing week in NYC. SugarCon 2013 was an awesome four days of great keynotes, discussions, customer stories, training sessions, evening events…simply put – it was our best event to date, and we are already dreaming up ways to make SugarCon 2014 even better.
While there were tons of highlights, great moments, sound bites, press coverage, etc. coming out of the event, one trend became clear. SugarCRM has aligned with some innovative and insightful partners – all of us with similar visions of helping create more customer-centric organizations. Perhaps one of the most profoundly aligned companies in our ecosystem is IBM.
Our aligned visions took center stage on Tuesday April 9, as Larry outlined our vision for “Every Customer, Every User, Every Time” and how our product and services are working towards making that a reality for every Sugar customer. Then, following behind Larry’s message, Steve Laughlin, Vice President for Smarter Commerce for IBM’s Global Business Services unit, talked about the empowered customer era and told the 1000+ attendees how IBM is helping to make enterprises more adept at personalizing interactions and the customer lifecycle in general.
And then, on Tuesday, Tamara Duncan, client advocacy executive at IBM, talked about the importance of customer centricity on a panel led by Terry Jones, founder and former CEO of Travelocity. In addition to the main stage, IBM executives also presented two standing-room only sessions: one on social selling by Christopher Lamb, IBM Program Direct, Social CRM, and another on modern marketing tips by Chris Benedetto, Product Marketing Leader, Enterprise Marketing Management (EMM). In addition, SugarCRM solutions architect Charles Hicks presented an integration overview between SugarCRM and IBM Cognos BI to a packed house. It was refreshing to see two seemingly different companies in strong agreement when it comes to creating great customer experiences.
That alignment in culture and vision is already paying off. During the event, SugarCRM announced a key customer win with Sennheiser electronic GmbH & Co. KG, a leading supplier of microphones, headphones and wireless transmission systems. Sennheiser made the decision to go with Sugar due to the usability of Sugar and product flexibility, but also due to Sugar’s deep integration with IBM technology and products.
Coming away from such an amazing event, we are reminded of how strong an ecosystem we have, anchored by some heavy hitters like IBM. What’s more, it is even more invigorating knowing our vision for our customers’ success are so well aligned.