Unlock Revenue with CRM Reports & Dashboards

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© 2022 SugarCRM Inc. All rights reserved. • Introductions • Using CRM Dashboards Effectively • Marketing, Sales, and Service Dashboards for Revenue Growth • How SugarCRM Customer American Specialties Leverage Dashboards • Q&A Agenda 3 3

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© 2022 SugarCRM Inc. All rights reserved. Ellen True Senior Director, Product Management SugarCRM etrue @sugarcrm.com Presenters Christian Wettre SVP & GM, Platform SugarCRM christian.wettre @sugarcrm.com Sarah Friedlander G. Senior Director, Brand & Content Marketing SugarCRM sarah.friedlander @sugarcrm.com Avi Bar National Sales Manager American Specialties abar @americanspecialties.com 4

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© 2022 SugarCRM Inc. All rights reserved. Our Guest, Avi Bar with American Specialties “Only ASI Group designs, engineers and manufactures fully integrated washroom accessories, partitions, lockers and visual display products from one source.” Yonkers, New York Environment 125 Sales Users ERP: Epicor Use Cases • Account Management • Project Engagement (Dodge Data) • Customer Service Engagement • Epicor ERP and Sugar • Integration and Collaboration 5

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© 2022 SugarCRM Inc. All rights reserved. Initial Repeatable Defined Managed Optimizing 1 2 3 4 5 Heroic Individuals Key Processes Defined Most Processes Defined KPI’s Available Process Improvement Contact Management Pipeline Management Marketing, Sales, Service BI Dashboards KPI Time Series Reports and dashboards to measure our ability to execute sales and marketing processes CRM Capability Maturity Model 7

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© 2022 SugarCRM Inc. All rights reserved. What is a Dashboard? A dashboard is collection of reports consolidated for easy consumption. Reports are often built but then forgotten – put them on dashboards for visibility. Remember to test your dashboard with your audience. Dashboards are built for specific audiences: • Company Executive • Departmental Manager • Individual Contributor Dashboards should: • Align to goals • Answer a business question • Be intuitive • Actionable information • Stimulate competitive instincts • Contain trusted and timely data 8

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© 2022 SugarCRM Inc. All rights reserved. SugarCRM’s Visualization Features 11 Homepage Dashboards Drilldown to details Modern and Vibrant UI Leaderboard Charts Engaging Visualization Types Sharing Outside Sugar

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© 2022 SugarCRM Inc. All rights reserved. Audience: Revenue Marketing Manager Business Questions: • Where are my leads coming from? • What campaigns are performing best? • What are our top performing channels of communication? • How do these channels and campaigns drive sales opportunities and bookings? Marketing Dashboard 12

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© 2022 SugarCRM Inc. All rights reserved. Audience: Sales Leader Business Questions: • Which reps are performing best and worst? • Show me bookings by product? • Show me product bookings by region? Sales Dashboard 17

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© 2022 SugarCRM Inc. All rights reserved. Audience: Customer Service Leader Business Questions: • Which products or services are driving customer service engagement? • How do agents compare for issue resolution time versus customer satisfaction? • What issues are customers engaging regarding? Service Dashboard 21