Upgrade to Pro — share decks privately, control downloads, hide ads and more …

2024 State of CRM: Key Insights for Companies Investing in CRMs

SugarCRM
November 08, 2023
390

2024 State of CRM: Key Insights for Companies Investing in CRMs

Unlock your CRM’s full potential with data and insights from SugarCRM’s 2024 State of CRM report. We surveyed more than 800 sales, marketing, and IT professionals and are excited to share the results. In this webinar, you’ll learn how to apply these learnings using Sugar’s features and functionality.

You can find the full report here: https://www.sugarcrm.com/hd-cx/content/state-of-crm/

SugarCRM

November 08, 2023
Tweet

Transcript

  1. 2024 State of CRM:
    Key Insights for Companies
    Investing in CRMs

    View full-size slide

  2. © 2023 SugarCRM Inc. All rights reserved.
    Christian Wettre
    SVP & GM, Sugar Platform
    SugarCRM
    [email protected]
    Presenters
    3
    Clare Dorrian
    CMO
    SugarCRM
    [email protected]
    Sarah Friedlander G.
    Sr. Director, Brand & Content
    SugarCRM
    [email protected]

    View full-size slide

  3. © 2023 SugarCRM Inc. All rights reserved.
    Agenda
    • SugarCRM’s 2024 State of CRM Report
    • Use CRM as a Centralized Hub
    • CRM Can Run Your Organization
    • Easy to Integrate, Easy to Adopt
    • Leverage Analytics and AI
    • Key Takeaways
    • Q&A
    5
    5

    View full-size slide

  4. © 2023 SugarCRM Inc. All rights reserved.
    Use CRM as a
    Centralized Hub
    6

    View full-size slide

  5. © 2023 SugarCRM Inc. All rights reserved.
    © 2023 SugarCRM Inc. All rights reserved.
    KEY INSIGHTS FROM OUR CRM REPORT
    CRM Is Your Hub
    for Building Better
    Customer Relationships
    60%
    Use CRM as a centralized
    communication hub for
    nurturing leads or
    customers as their top
    priority
    Indicate getting a view of
    customer interactions as
    the top priority for
    maximizing CRM over the
    next five years
    Cite customer service and
    upsell/cross-sell
    opportunities as the part
    of the buyer journey they
    focus on most
    7 © 2023 SugarCRM Inc. All rights reserved.

    View full-size slide

  6. © 2023 SugarCRM Inc. All rights reserved.
    Sell smarter and more
    efficiently with a CRM
    platform shared by
    Marketing, Sales and
    Service teams with
    common customer
    insights, business
    processes, and
    engagement
    Seek to bring
    transactional
    information such as
    ERP into CRM to
    bring more details to
    the customer 360
    and to understand
    the customer better
    and uncover
    opportunities
    Make Your CRM a Centralized Hub and Single
    Source of Truth
    8

    View full-size slide

  7. © 2023 SugarCRM Inc. All rights reserved.
    One-Click 360-Degree View of Customer
    9

    View full-size slide

  8. © 2023 SugarCRM Inc. All rights reserved.
    10
    Integrated Analysis of ERP Information

    View full-size slide

  9. © 2023 SugarCRM Inc. All rights reserved.
    CRM Can Run Your
    Organization
    11

    View full-size slide

  10. © 2023 SugarCRM Inc. All rights reserved.
    43%
    To Forecast and Drive
    Pipeline Visibility
    41%
    To Prioritize and
    Manage Lead Flow
    © 2023 SugarCRM Inc. All rights reserved.
    KEY INSIGHTS FROM OUR CRM REPORT
    Demand More
    From Your CRM
    The most important CRM-based
    activities for organizations:
    12 © 2023 SugarCRM Inc. All rights reserved.

    View full-size slide

  11. © 2023 SugarCRM Inc. All rights reserved.
    Use enhanced forecasting
    tools to:
    • Examine pipeline aging
    • Movement in and out of
    the pipeline
    • See what’s likely to close
    • Understand opportunities
    that need attention
    • Analyze month-over-
    month or year-over-year
    sales metrics
    Let the CRM Platform do the Work
    14
    CRM is increasingly used
    as an intelligent tool to
    accurately predict future
    sales activity and gain key
    insights on prospects and
    existing customers

    View full-size slide

  12. © 2023 SugarCRM Inc. All rights reserved.
    16
    Sugar Helps You Improve Forecasting Processes

    View full-size slide

  13. © 2023 SugarCRM Inc. All rights reserved.
    17
    Sugar Helps You Focus on the Right Leads

    View full-size slide

  14. © 2023 SugarCRM Inc. All rights reserved.
    Easy to Integrate,
    Easy to Adopt
    18

    View full-size slide

  15. © 2023 SugarCRM Inc. All rights reserved.
    © 2023 SugarCRM Inc. All rights reserved.
    KEY INSIGHTS FROM OUR CRM REPORT
    CRM Needs to Be Easier,
    More Configurable,
    and More Accessible
    The most prominent CRM
    challenges faced:
    19 © 2023 SugarCRM Inc. All rights reserved.
    41%
    Technology Integration
    37%
    Internal Knowledge and
    Skills

    View full-size slide

  16. © 2023 SugarCRM Inc. All rights reserved.
    • Users should ‘get more than they
    give’
    • MA, ERP and revenue related
    accounting data are the most
    common integration targets
    • Seek CRM where you can
    integrate at lower implementation
    and maintenance risk
    • Seek CRM with vibrant
    marketplaces for specialized
    functionality
    Increase CRM Adoption with
    Customizable, User-Friendly Options
    20
    • Make it intuitive
    • Make it quick
    • Make it fun

    View full-size slide

  17. © 2023 SugarCRM Inc. All rights reserved.
    ERP Integration Reference Model Lowers Cost
    21
    Accounts Customer
    Contacts Contacts
    Quotes Quotes
    Quote Line Items Quote Line Items
    Orders Orders
    Order Line Items Order Line Items
    Invoices Invoices
    Product Catalog Price List

    View full-size slide

  18. © 2023 SugarCRM Inc. All rights reserved.
    22
    ERP information
    transformed to sales
    objectives
    ERP Integration with Purpose: Revenue

    View full-size slide

  19. © 2023 SugarCRM Inc. All rights reserved.
    23
    Drag-and-Drop Tiles Improves User Adoption
    Tile views are intuitive,
    effective, and fun

    View full-size slide

  20. © 2023 SugarCRM Inc. All rights reserved.
    Apps and Add-Ons for Buyer Business Needs
    24
    Marketing
    Partner Add-Ons
    ERP
    Customer Service
    Sales
    Productivity
    Extensive Marketplace with
    250+ Add-Ons

    View full-size slide

  21. Engage, Learn, Explore
    in the Community
    sugarclub.sugarcrm.com

    View full-size slide

  22. © 2023 SugarCRM Inc. All rights reserved.
    Leverage
    Analytics and AI
    26

    View full-size slide

  23. © 2023 SugarCRM Inc. All rights reserved.
    © 2023 SugarCRM Inc. All rights reserved.
    KEY INSIGHTS FROM OUR CRM REPORT
    Analytics & Predictive AI
    Can Help Maximize CRM
    Value
    The second most popular
    technology to integrate
    with CRM today is:
    MEASUREMENT
    DASHBOARDS
    behind only marketing
    automation
    Will turn to AI to maximize the
    value of their CRM platform
    over the next five years
    80%
    27 © 2023 SugarCRM Inc. All rights reserved.

    View full-size slide

  24. © 2023 SugarCRM Inc. All rights reserved.
    • Seek AI capabilities that are pre-packaged
    with all the challenging AI modeling and pre-
    baked AI questions solved for you
    • Leverage generative AI to create more
    personalized and impactful customer
    engagement, campaigns, and programs
    • Supercharge your analytics to help turn data
    into insights, and insights into better
    customer experiences
    Be Sure AI and Advanced Analytics Are
    Embedded in Your CRM Strategy
    28

    View full-size slide

  25. © 2023 SugarCRM Inc. All rights reserved.
    29
    Filter Entire Analytical Dashboards

    View full-size slide

  26. © 2023 SugarCRM Inc. All rights reserved.
    Automate, accelerate, and optimize marketing, sales, and service
    Find
    answers &
    recommendations
    Compose
    personalized sales &
    marketing content
    Create
    ad-hoc reports
    & workflows
    Summarize
    customer
    data & intel
    Coming Soon: Generative AI
    30

    View full-size slide

  27. © 2023 SugarCRM Inc. All rights reserved.
    3 Key Takeaways
    31

    View full-size slide

  28. © 2023 SugarCRM Inc. All rights reserved.
    3 Key Takeaways
    32
    #2 – Drive for
    Better Automation,
    Smarter Insights,
    Easier Interfaces
    #1 –
    Fundamentals
    Still Matter
    #3 – Sugar
    Hears You

    View full-size slide

  29. © 2023 SugarCRM Inc. All rights reserved.
    Want to Learn More?
    33
    Download the full report:
    sugarcrm.com/report
    Get in touch with us:
    sugarcrm.com/contact
    Work with our global partners:
    sugarcrm.com/partners
    1
    2
    2

    View full-size slide

  30. © 2023 SugarCRM Inc. All rights reserved.
    Q&A
    35

    View full-size slide

  31. © 2023 SugarCRM Inc. All rights reserved.
    Thank You!
    36

    View full-size slide