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

SugarCRM
November 08, 2023
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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
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Transcript

  1. © 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]
  2. © 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
  3. © 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.
  4. © 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
  5. © 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.
  6. © 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
  7. © 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
  8. © 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
  9. © 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
  10. © 2023 SugarCRM Inc. All rights reserved. 22 ERP information

    transformed to sales objectives ERP Integration with Purpose: Revenue
  11. © 2023 SugarCRM Inc. All rights reserved. 23 Drag-and-Drop Tiles

    Improves User Adoption Tile views are intuitive, effective, and fun
  12. © 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
  13. © 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.
  14. © 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
  15. © 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
  16. © 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
  17. © 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