Eight Elements Needed to Manufacture Extraordinary CX

For a manufacturing business to survive and thrive, simply producing a great product is no longer enough. Customer experience is the new battleground to win and retain customers, especially in a difficult economy. Technology, in the shape of the right CRM for your business, can help but how do you go about choosing the right system for your manufacturing organization?

Join us on this on-demand webinar as we break down needed to manufacture extraordinary customer experiences, allowing your business to gain a vital competitive edge.

Transcript

1. N o v e m b e r 2 0 2 0
   David Campbell, VP, Product Marketing
   The Eight Elements
   Needed to Manufacturer
   Extraordinary Customer
   Experiences
   

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2. © 2021 SugarCRM Inc. All rights reserved.
   Huge industrial
   transformation
   AI
   IoT
   Servitization
   E-Commerce
   2
   

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3. © 2021 SugarCRM Inc. All rights reserved.
   To Survive and Thrive
   Producing a great product is no longer enough.
   3
   

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4. © 2021 SugarCRM Inc. All rights reserved.
   Taking Care of Customers is Vital
   4
   81%
   of marketers say they will be
   competing on the basis of
   customer experience within a
   few years (Gartner)
   50%
   Costs of acquiring a new
   customer have increased by
   50% in five years
   

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5. © 2021 SugarCRM Inc. All rights reserved.
   Race to the Bottom
   5
   

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6. © 2021 SugarCRM Inc. All rights reserved.
   There is a Better Way – With the Right CRM
   80%
   of customers are willing
   to pay higher prices for
   better experiences
   (research from CapGemini)
   Imperative to
   know your
   customers
   history &
   anticipate
   needs
   6
   

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7. © 2021 SugarCRM Inc. All rights reserved.
   Eight Essentials for Extraordinary
   Customer Experiences
   #1 – Clear & Complete Data
   7
   

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8. © 2021 SugarCRM Inc. All rights reserved.
   Essential #1
   Clear and Complete Data
   • Manufacturers have a lot of data
   • 8/10 data-strong businesses report
   higher company revenues
   • Look for a CRM to consolidate views
   of all data, no matter where it lives, so
   all employees have a complete picture
   of each customer
   8
   8
   

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9. © 2021 SugarCRM Inc. All rights reserved.
   9
   Eight Essentials for Extraordinary
   Customer Experiences
   #2 – Easy to Use CRM
   

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10. © 2021 SugarCRM Inc. All rights reserved.
    Essential #2
    Ease of Use
    The right manufacturing CRM makes it easy
    to access exactly what you need, exactly
    when you need it
    • Can you get accurate sales projections at
    a glance?
    • Do dashboards and workflows make it
    easy to get a complete view of your
    customers?
    • Will onboarding take hours or months?
    • How intuitive is it
    10 10
    

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11. © 2021 SugarCRM Inc. All rights reserved. 11
    Eight Essentials for Extraordinary
    Customer Experiences
    #3 – Customizations
    11
    

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12. © 2021 SugarCRM Inc. All rights reserved.
    Essential #3
    Customizations
    Supplier logistics /
    Product information /
    Pricing policies
    Tailor each
    experience
    12
    

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13. © 2021 SugarCRM Inc. All rights reserved.
    13
    Eight Essentials for Extraordinary
    Customer Experiences
    #4 – Flexibility
    

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14. © 2021 SugarCRM Inc. All rights reserved.
    Essential #4
    Flexibility
    Automation
    Mobile
    Security
    App Consolidation
    Data Flexibility
    14
    

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15. © 2021 SugarCRM Inc. All rights reserved. 15
    Eight Essentials for Extraordinary
    Customer Experiences
    #5 – Integrations
    15
    

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16. Essential #5
    Integrations
    

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17. © 2021 SugarCRM Inc. All rights reserved. 17
    Eight Essentials for Extraordinary
    Customer Experiences
    #6 – Widespread Adoption
    

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18. © 2021 SugarCRM Inc. All rights reserved.
    Essential #6
    Adoption
    18
    Only
    47%
    of companies report a
    CRM adoption rate of
    greater than 90% (CSO
    Insights)
    

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19. © 2021 SugarCRM Inc. All rights reserved. 19
    Eight Essentials for Extraordinary
    Customer Experiences
    #7 – Strong Support
    

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20. © 2021 SugarCRM Inc. All rights reserved.
    Essential #7
    Strong Support
    Without strong support,
    you may never get full value
    from your software.
    20
    

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21. © 2021 SugarCRM Inc. All rights reserved. 21
    Eight Essentials for Extraordinary
    Customer Experiences
    #8 – Proven Track Record
    21
    

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22. Essential #8
    Proven Track Record
    

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23. © 2021 SugarCRM Inc. All rights reserved.
    In Summary
    23
    

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24. © 2021 SugarCRM Inc. All rights reserved.
    In Summary
    24
    Clear and Complete Data
    Simple to Use
    Customizations
    Flexibility
    Integrations
    User Adoption
    Strong Support
    Proven Track Record
    

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25. © 2021 SugarCRM Inc. All rights reserved.
    Visit SugarCRM’s booth to learn more and
    download the Modern Manufacturer’s
    Guide to CRMs white paper.
    Resources
    25
    25
    DOWNLOAD WHITE PAPER
    

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26. © 2021 SugarCRM Inc. All rights reserved.
    Thank you!
    David Campbell, VP, Product Marketing
    26
    

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