Top 3 Ways to Stop Revenue Loss and Customer Churn

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© 2021 SugarCRM Inc. All rights reserved. SARAH FRIEDLANDER GARCIA SugarCRM sarah.friedlander @sugarcrm.com DENNIS SMITH SugarCRM dennis.smith @sugarcrm.com CHRISTIAN WETTRE SugarCRM christian.wettre @sugarcrm.com PRESENTERS

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© 2021 SugarCRM Inc. All rights reserved. ➔ Research Report Overview ➔ How much annual revenue is lost to churn ➔ Understanding why customers churn ➔ Predicting and preventing churn ➔ 3 ways to help manage churn ➔ Q&A AGENDA

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© 2021 SugarCRM Inc. All rights reserved. 52% of sales leaders said that their CRM system is causing them missed revenue opportunities. 50% said they cannot access customer data across marketing, sales and service systems. Over 30% reported having incomplete, out of date, or inaccurate data. CRM IS BIG BUSINESS The $35 billion CRM market provides the foundational technology for customer engagement. THE STATE OF CRM

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© 2021 SugarCRM Inc. All rights reserved. Churn is costing mid-market companies $5.5 million a year each. 57% say they have trouble predicting when customers will churn. 48% say they don’t know why customers have churned. Without access to the right data, companies can’t keep customers happy or calibrate the customer experience to minimize churn. 56% of respondents said their customer churn has increased in the last 12 months, and it’s costing them missed revenue opportunities. CHURN RATES

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Account Management 3 WAYS TO MANAGE CUSTOMER CHURN

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© 2021 SugarCRM Inc. All rights reserved. One major factor that could lead to churn is having your customer siloed in multiple sources, leading to missing vital information about your accounts’ health. ACCOUNT MANAGEMENT

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© 2021 SugarCRM Inc. All rights reserved. Allocate points for engagement like opening an email, clicking a link, visiting a speciﬁc page or downloading content. Sugar Market will automatically track these activities over time and push them to Sugar Sell. CONTACT SCORING

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© 2021 SugarCRM Inc. All rights reserved. The Monthly Volume Dashlet enables your account managers to view and compare the number of monthly email and phone interactions at a glance. RELATIONSHIP ANALYTICS

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© 2021 SugarCRM Inc. All rights reserved. RELATIONSHIP ANALYTICS The Missing Contacts Dashlet reveals contacts and relationships not currently present in your CRM database, and enables you to add missing contacts to your accounts.

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© 2021 SugarCRM Inc. All rights reserved. SugarBPM™enables you to automate complex business processes using a CRM workﬂow automation engine based on Business Process Modeling Notation standards. SugarBPM® Automation

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© 2021 SugarCRM Inc. All rights reserved. Hint automatically gathers data from a broad range of social, news, and business sources to provide valuable customer intelligence directly within Sugar Sell. Relationship Intelligence

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Recurring Revenue Management 3 WAYS TO MANAGE CUSTOMER CHURN

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© 2021 SugarCRM Inc. All rights reserved. MANAGE PRODUCTS ON ACCOUNT Sugar Sell’s purchases module enable you to track sold contracts with multiple revenue line items per contract. Track the term of the contract, the unit price, extended price, discounts and conﬁgurable special data points for your organization.

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© 2021 SugarCRM Inc. All rights reserved. NURTURE CUSTOMERS As we add products to our accounts we want to engage those accounts in product communications using Sugar Market’s nurture builder throughout the contract period

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© 2021 SugarCRM Inc. All rights reserved. ADDING PRODUCTS TO ACCOUNT Sugar Sell’s purchases module enables you to quickly add contract units such as additional subscription users. Sugar will automatically align add-on products to contract expiration date. Sugar will update the next renewal opportunity with updated product unit count and revenue.

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Existing Customer Pipeline Management 3 WAYS TO MANAGE CUSTOMER CHURN

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© 2021 SugarCRM Inc. All rights reserved. LEARN MORE Download the complete report for all the facts and ﬁgures, plus a country comparison chart for the U.S., U.K., Germany and Australia. sugarcrm.com/hd-cx/content/crm-sales-impact/ DOWNLOAD REPORT

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© 2021 SugarCRM Inc. All rights reserved. Sugar Platform Overview Sell Smarter Create more meaningful experiences and build lasting relationships. SugarCRM empowers your marketing, sales and services teams to collaborate across the entire customer lifecycle for more meaningful, memorable experiences. Market With Insight Capture the attention of your most promising prospects. Serve Exceptionally Give customers the support they need quickly and conﬁdently. REQUEST A DEMO www.sugarcrm.com/demo

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© 2021 SugarCRM Inc. All rights reserved. Country Comparison Chart AUSTRALIA GERMANY UK US Cannot access aggregated data across marketing, sales and service systems 50% 42% 48% 61% Agree that a consolidated view of customer information across the whole organization is critical in delivering optimal CX 82% 70% 72% 73% Do not know which customers are likely to churn 53% 52% 55% 51% Churn has increased over the last 12 months 52% 46% 56% 68% CRM system is not ﬁt for purpose 52% 40% 48% 53% CRM system is costing them revenue 49% 42% 58% 59% Frustrated with the support they are getting from their CRM system provider 45% 40% 51% 53% Frustrated with the admin burden placed on their sales team 50% 50% 58% 55% Organization is currently using some AI to augment existing processes 95% 76% 78% 89% Expect the use of AI to increase over the next 24 months 98% 80% 83% 93%