SugarCRM sarah.friedlander @sugarcrm.com DENNIS SMITH SugarCRM dennis.smith @sugarcrm.com CHRISTIAN WETTRE SugarCRM christian.wettre @sugarcrm.com PRESENTERS
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
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 Over 30% reported having incomplete, out of date, or inaccurate data.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
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
that could lead to churn is having your customer siloed in multiple sources, leading to missing vital information about your accounts’ health. ACCOUNT MANAGEMENT
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
Missing Contacts Dashlet reveals contacts and relationships not currently present in your CRM database, and enables you to add missing contacts to your accounts.
data from a broad range of social, news, and business sources to provide valuable customer intelligence directly within Sugar Sell. Relationship Intelligence
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.
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
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.
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
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
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%
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