SugarCRM vs Salesforce: An overview of key differences
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CRM comparison: SugarCRM vs Salesforce
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SugarCRM vs Salesforce: An overview of key differences
- 1. An Overview of SugarCRM vs Salesforce
- 2. About SugarCRM and Salesforce SugarCRM Salesforce.com • Founded in 2004 • Founded in 1999 • 3rd CRM used worldwide • Gartner 2013: SugarCRM defined as a • Global Leader for Cloud-based Sales Force Automation ‘visionary’ • More than one million active users An Overview of SugarCRM vs Salesforce
- 3. Key differentiators SugarCRM Salesforce.com Complete all-in-one CRM solution, all sales, Separate tools and pricing for core CRM marketing and support tools 'out of the functionality: sales, marketing and support box' Freedom to host your data anywhere: • Private and public cloud • Salesforce Cloud only. No public cloud and no on-premise. Your data remains off-shore On-premise Ease of integration with any edition Restrictive integrations (requires Enterprise Edition) Sugar customers have their own dedicated database Shared database Mobile CRM with any edition $50 / user / month / mobile access costs An Overview of SugarCRM vs Salesforce
- 4. One System vs Separate Systems Core CRM Functionality SugarCRM Salesforce.com Sales Force Automation Included out-of-the-box, at no From $5 to $360 / user / month extra cost Marketing Automation Separate product, no pricing extra cost Customer Service Included out-of-the-box, at no provided on website Included out-of-the-box, at no From $95 to $375 / user / month extra cost Social CRM Included out-of-the-box, at no Starts at $20 / user / month extra cost Mobile CRM Included out-of-the-box, at no extra cost An Overview of SugarCRM vs Salesforce $50 / user / month
- 5. Pricing Core CRM Functionality SugarCRM Salesforce.com Sales Force Automation All CRM products, out-of- From $5 to $250 / user / month Marketing Automation the-box, at no extra cost No pricing provided on website Customer Service From $65 to $260 / user / month Social CRM Starts at $20 / user / month Mobile CRM $50 / user / month An Overview of SugarCRM vs Salesforce
- 6. Hosting SugarCRM Salesforce.com Freedom to host your data anywhere to Salesforce Cloud only. No public cloud and no meet your business compliance on-premise hosting: your data remains off- requirements. Your data can remain on- shore. shore and/or behind your firewall: • Public cloud • Private Cloud • On-premise Sugar offers a dedicated database. Shared database: your data co-mingles with other country's customer data An Overview of SugarCRM vs Salesforce
- 7. Configurations Functionality SugarCRM Salesforce.com Create Custom fields Available with any edition Requires Professional edition Rename labels Available with any edition Requires Professional edition Customise layouts Available with any edition Requires Professional edition Create Custom Available with any edition Requires Contact edition Available with any edition Requires Professional edition Relationships Customise layouts An Overview of SugarCRM vs Salesforce
- 8. Integration SugarCRM Salesforce.com Easy integration (SOAP, REST) with other No API integration before the Enterprise Edition. applications, with any edition. Enterprise Edition pricing starts at $180 per user per month An Overview of SugarCRM vs Salesforce
- 9. Openness Salesforce imposes a number of important limitations which drive up the total cost of ownership. For example: SFDC Group (up to 5 users) SFDC Professional SFDC Enterprise SugarCRM Professional 35 95 180 35 5MB 5MB 5MB No limit 100/object 100/object 500/object No limit Web-to-lead submissions/day N/A 500 500 No limit API available N/A N/A Yes Yes API calls (limit integration with 3rd party) N/A N/A 1000/seat No limit Emails/day N/A 1000/user 1000/user No limit 20 fields 20 fields 20 fields No limit Examples of Features Price/user/month Max attachment size for notes Custom fields History/audit field tracking An Overview of SugarCRM vs Salesforce
- 10. Intuitiveness SugarCRM includes in all its commercial editions features that let you ‘bake in’ important business processes and make the CRM more intuitive for users. With SFDC, these often come at an incremental cost or high licence fee. Examples of Features SFDC Group (up to 5 users) SFDC Professional SFDC Enterprise SugarCRM Professional Roll up summary fields 10 10 10 No limit Workflow rules N/A N/A Limited No limit Dependent fields No No No Yes $2500 $2500 $2500 Included, Free Sandbox environment for testing An Overview of SugarCRM vs Salesforce
- 11. Flexibility SugarCRM is significantly more flexible in terms of enabling customisation and personalisation of the application, to meet your needs. SFDC Group (up to 5 users) SFDC Professiona l SFDC Enterprise SugarCRM Professional Custom labels N/A 5000 5000 No limit Schedule dashboard refreshes N/A N/A 1/hour User configured Custom report filters 10 10 10 No limit Creating custom reports No Special permission required Special permission required User empowered by default Custom report types 20 50 200 No limit Web leads associated to Campaigns – creating a complete Customer profile No No No Yes Examples of Features Hosting An Overview of SugarCRM vs Salesforce Salesforce Cloud only Public & Private Cloud, On Premise
- 12. Mobile SugarCRM Salesforce.com Mobile CRM with all editions Full mobile access costs $50/user/month Mobile browser, Android, iPhone, Android iPhone, BlackBerry, Android Tablet, iPad, BlackBerry No volume limitation An Overview of SugarCRM vs Salesforce Limited set of data
- 13. Outbound Emails SugarCRM Salesforce.com No limitation 1000 outbound Apex emails / 24h For marketing campaigns the advice is using payed 3rd parties An Overview of SugarCRM vs Salesforce
- 14. User Interface Customisations SugarCRM Salesforce.com Users personalise their interface using drag Only administrator can change the interface & drop An Overview of SugarCRM vs Salesforce
- 15. Questions you should ask yourself before making your decision • Are you aware that full mobile access costs $50 per user per month additional? • Are you prepared to pay $125/user/month (before mobile charges) vs. just $35 for Sugar Professional? • Do you plan to use workflow? - Requires Enterprise Edition at $125/user/month • Do you plan to use APIs? - Requires Enterprise Edition at $125/user/month • Would you like your CRM to be able to interface with other applications like ERP or service desk or e-mail marketing? - API enablement triggers a Salesforce upgrade. An Overview of SugarCRM vs Salesforce
- 16. About Loaded
- 17. At Loaded, we focus on delivering smart solutions to unlock your customer relationship potential. We utilise CRM, marketing automation and business intelligence software, and bring our business, marketing and technical expertise to the task of designing, delivering & supporting the right solution for your organisation. An Overview of Loaded
- 18. About Loaded Smart solutions to unlock your customer potential. • Founded in 1995 as a web development business. • Delivering business impact through CRM, Web, Marketing Automation and Business Intelligence solutions. • Partnered with SugarCRM in 2005, attracted to open source model, flexibility and value. SugarCRM Gold Partner since 2006. • Broadened offering over last 7 years to encompass ‘total CRM journey’ with a wide range of CRM integrations enabling business impact and ROI. • Clients sectors include IT products and services; not for profit; financial services; accounting firms; retail; manufacturing/wholesale; and federal and state government. An Overview of Loaded
- 19. Our partners Loaded partners with world leading technology providers to ensure we have the best software, infrastructure and supporting tools at our disposal, to support client needs. SugarCRM is the world’s fastest growing CRM application. Recently named in the Gartner Magic Quadrant as a Visionary for Sales Force Automation Pardot is a leading marketing automation tool recently acquired by Salesforce.com JasperSoft is a cloud based business intelligence application with an exciting entry-level solution offered in partnership with Amazon Web Services bringing enterprise level BI to any business An Overview of Loaded Hubspot is a comprehensive, all-in-one marketing platform
- 20. Contact 1300 LOADED Email: info@loadedtech.com.au Website: loadedtech.com.au Address: Ground Floor, 221 Miller Street, North Sydney, NSW 2060, Australia An Overview of Loaded
Editor's Notes
- Thank you for joining us today.Businesses of all sizes and types are realizing the limitations of email, spreadsheets and single-user contact management tools for keeping track of their relationships with their customers.As sales people increasingly interact with customers online – via online meeting tools and social networks – and as customers increasingly interact with each other online, any business without a modern CRM system is at a distinct competitive disadvantage.And as businesses research the options, they frequently come down to two finalists – SugarCRM and Salesforce.comWe respect salesforce.com for their success in the market. Truthfully, they have done a lot to help companies realize the importance of CRM.That said, SugarCRM and Salesforce.com take very very different approaches.SugarCRM is open. Salesforce.com is closedSugarCRM is designed to deliver the most value possible to the customer. Salesforce.com is designed to deliver the most value possible to Salesforce.com’s shareholdersSugarCRM can be deployed anywhere. Salesforce.com can only be deployed on the salesforce cloudSugarCRM believes your customer data is yours.Salesforce.com restricts your access to your customer dataToday’s webinar will explore these differences so that, whether you decided to go with Salesforce.com previously and are reconsidering or you are still deciding whether Sugar or Salesforce.com is right for you, you can make the best decision for your business.
- What if your company’s sales, support and marketing people actually loved their CRM system? Imagine the information sharing, productivity gains and success your company could achieve.With the release of Sugar 6we’ve seen a big increase in customers switching from Salesforce to Sugar. And why is that? Because we’ve made CRM simple. eWeek put SugarCRM and Salesforce.com head to head shortly after release 6 came out. The article’s title? “SugarCRM Gets it Right”Sugar 6 brings a fresh, intuitive approach to the age-old challenge of attracting and managing customers.
- We’ve really focused the Sugar 6 release around these three things that matter to every business: FlexibilityIntuitiveness and Opennessand we’ll be coming back to these three themes throughout today’s webinar because, at the end of the day, this is how SugarCRM delivers more value to your business than any other CRM solution on the market
- And why does flexibility, intuitiveness and openness in a CRM system matter to you?Because these things put YOU in control. You won’t get any argument from us that, if what you need is plain vanilla contact and lead management, salesforce.com is a solid product. But because salesforce controls everything, as soon as you want to do something a little different, you hit a wall real fast.That’s why companies that want to control their own destiny will find that Salesforce falls short.Sugar, on the other hand, provides you a comprehensivebaseline of features and capabilities that are completely extendable at the lowest cost, driving the highest value.At the end of the day, Sugar delivers value by allowing customers to control their own destiny by allowing them to:scale the solution the way they want toput the solution where they want itmove their data, own their data, do what they want with their data. And as we go through this, we’ll see how Salesforcefalls short in each of these areas and not only that, but they charge about 300-400 percent more basically for the privilege of those constraints.
- Before we get into the meat of today’s webinar, I’d like to share the experience of some of SugarCRM’s customers that have switched from Salesforce.com and the reasons why.We have a growinglist of reference customers who switched from Salesforce to SugarCRM, and that list is available on the SugarCRM website. So, when you go with SugarCRM, know that you are in very good company.
- As I mentioned previously, the well-respected technology journalists at eWeek put together a good comparison recently. We’ve provided the link here, and a quick summary of their findings. [summarize bullets on slide]
- So what we’re going to do today is count down the top 13 – a sweet baker’s dozen – ways that SugarCRM delivers value to your business. Some are technical, others are business/financial, and still others end user-specific ways Sugar adds more value. Without further ado, let’s get to the countdown!
- Let’s kick things off with reason #13 -deployment options. With Salesforce, you have one option - to deploy in the Salesforce cloud. In this way, they are very much the Model T of CRM – You’ll recall that you could get a Model T in any color you wanted, as long as it was black. Similarly, you can deploy YOUR CRM with Salesforce.com anywhere you want, as long as it’s on their Cloud.For a lot of customers, having just a single deployment option in the Salesforce cloud is just too risky. Risky not necessarily because it’s a “bad” cloud, though it’s certainly not right for every business - but it’s also risky because the cloud option that’s right for your business can change. And salesforce.com’s requirement that you be on their cloud doesn’t change.Some customers have a need to maybe deploy behind their own firewall or want to deploy outside of the United States in a public cloud or in the cloud that’s provided by their integrator or by their ISPSugar offers customers the choice to deploy where they believe it is important, not where their vendor believes it is important to them. With SugarCRM, you can deploy in your own cloud, on premise, behind a firewall. You can deploy in the Sugar cloud, in the partner cloud or in the public cloud; and the public cloud may be IBM SmartCloud, Amazon EC,Microsoft Azure or Rackspace. It could be any other public cloud that is out there. So why does this matter? This matters to you because of choice – not all cloud offers are the same – each has different value propositions to meet the needs of different businesses. SugarCRM doesn’t force you to pick any one cloud – why would we? Choice also matters because what works for your business today might not be what you need tomorrow. In this case, choice is an insurance policy – when/if your needs change in two years time, there is zero penalty and zero drama switching from one cloud to another with Sugar.The economy moves up. It moves down. We have acquisitions. We scale. As those changes occur for businesses, you can start in the SugarCRM cloud environment and if there is a point at which you have concerns over the jurisdiction under which the datacenter is subject, if you desire to perhaps not just use it for CRM but use this tool for some internal say enterprise customer reasons or features, you can bring it in-house and push it back out to the cloud if they need to. So again, the reason people need control is because change happens.
- Reason #12 has to do with customizations and integrations. With SugarCRM, you have the ability to integrate with any other software application wherever that application resides - behind your firewall or on a different cloud. NOTE TO PRESENTER: you can do a quick poll here: How many of you are familiar with the term API?APIs is a technical term for the ability to allow one software package to talk to another software package. Maybe you have a highly customized help desk solution that you need to integrate with your CRM. Or an internal supply chain management tool. Here’s the rub. Salesforce will gladly allow you to integrate with any API as long as that API is published with Salesforce and lives within the Salesforce environment. From salesforce.com’s standpoint, this makes sense – the more they require you to go through their platform, the more dependent upon it you become, and the more they can charge.This model, frankly, makes less sense from the customer standpoint.The bottom line is that SugarCRM makes it as easy as possible for you to get the most out of your existing systems and your new SugarCRM system. Salesforce makes it hard.
- And that brings us to the next reason, which is openness. Because Sugar is Open Source you can open the hood of the car, do whatever you want with it. But that doesn’t mean you need a computer science degree to make basic changes in Sugar. On the contrary, it’s radically easy to do the simple things, like adding a field, changing labels, building your reports, maybe adding a couple tabs or applications to your environment.Here are 6 ways openness matters to any business considering sugar and salesforce:Open source returns control to the customer. You can see the code, change it, learn from it. Bugs are found and fixed quickly. And when customers are unhappy with one vendor, they can choose another without overhauling their entire infrastructure. No more technology lock-in. No more monopolies. With Sugar, you can get your data any time in the original database format. We believe open source creates better software. Everyone collaborates and the best technology wins. Not just within one company, but among an Internet-connected, worldwide community. Want to see this in action – check out SugarForge and SugarExchange. Another great proof point here are the code sprints our engineering team holds several times a year all around the world. Open+ Developer partners are invited to meet over several days with SugarCRM’s engineering team. At the beginning, there is no agenda. Coders break into groups, each group works on an idea and codes it. Then they present their result to the entire group who votes. The winners flow into the product. I think all of you would agree that this process will generate a better product for you.Broad adoption drives down your operating costs. A direct business benefit to the fact that SugarCRM Community Edition has 10 million downloads is that there are literally MILLIONS of potential employees at your company who are familiar at some level with Sugar. Maybe they’re in IT and they know how to set-up Sugar. Maybe they are sales, marketing or support people and they know how to use it. In either case, this familiarity means lower training costs, faster deployment times and faster Time to Value for youOpen source makes software easier to integrate – we talked about the ease of integration on the previous slide. In the proprietary model, development occurs within one company. Programmers write code, hide it behind binaries, and charge customers to use the software--then charge them more to fix it when it breaks. The problem worsens when you become tied to a company's architecture, protocols, and file formats. Some have called this the addiction model of software procurement. As long as you are okay working within the parameters that Salesforce has set, you are free to do whatever you want to do. But the moment you want to do something that does not work within those parameters, when it runs into some of the limitations, you are in a tough situation where either you have to pay a lot of money to do specific configurations or you just can’t do what you want.Open source keeps us honest. In the words of one of SugarCRM’s reseller and integrator partners “the open source community makes integrators like me have to work extra hard. I have to work extra hard because there are lots of people out there that are willing to do a lot of this work for free because they care or because they are part of that community. It’s a competitive pressure that makes Sugar good, it makes me better, and it’s one that Salesforce doesn’t have because they’ve built their fortress around their product and they don’t have to compete on architecture, on feature/function, on having low cost components that you can add, etc. This works in the customer’s favor.”
- CRM is a core business system and ultimately customers and companies want to extend that core and it’s tougher to do it with Salesforce than it is Sugar. Salesforce has five editions and I kind of look at them as levels in a game. If you want to get more value and more features and more capabilities when you play a game, you’ve got to upgrade to the next level. Either you have to buy into the next level or you have to get credits to get promoted to the next level. It’s similar to the way Salesforce works, so they have their infrastructure and then they’ve put in five different levels. In the lower levels they don’t give you all of the features and functionality and they slowly give customers more features and less limitations as they move up the chain and as they upgrade to the next level. With Sugar, that doesn’t exist. You’ve got all of the features and functionality in Sugar Pro, and with Sugar Enterprise we’ve added a couple Enterprise-level capabilities, such as support for Oracle and DB2 databases. But in Sugar, you’ve got an integrated marketing engine right out of the gate. You’ve got workflow right out of the gate. You’ve got APIs right out of the gate. You’ve got a much more flexible Sugar Mobile solution. And, when customers are looking from a feature/functionality standpoint, Sugar Professional has many more features and functionality than the first three “levels” within Salesforce. It is when you get to Level 4 in Salesforce, which is Salesforce Enterprise Edition, that we are at parity. Again, this matters to customers because, with Sugar, we treat you as a customer. We’re not going to treat you as a number. We’re not going to treat you as an opportunity. You are truly being treated as a customer with respect for what your needs are.
- So that leads to Reason #9, which is going back to those levels that we were talking about. As you want to unlock more value as you are growing in the adoption of your CRM system,Salesforce penalizes you. In essence, salesforce treats your success with CRM as an upsell opportunity. Sugar, on the other hand, believes in selling you the solution that makes sense for your business. Yes, you’ll pay us more as you add seats, but you’re not going to run into arbitrary walls with Sugar. So, as you get more sophisticated with your reporting, great! That’s included. As you decide to onboard marketing so you can have an integrated view of the total customer lifecylce – AWESOME! Try that in salesforce and you’ll quickly find yourself facing the tragic choice of upgrading and paying 2, 3, 4X per user per year or ripping and replacing – something salesforce makes very difficult since they only give you YOUR customer data in CSV.Our advice? Don’t let salesforce paint you into that corner.
- let’s talk a little bit more about flexible. Sugar works the way you work. One of the key things when any company implements CRM is to determine what their specific goals are. How do I get to a 30 percent, 50 percent, 100 percent growth? How do I make sure that all of my leads are being followed up with? How do I make sure that I can correctly allocate leads around my organization and correctly follow everything up? How do I make sure that I nicely integrate all of the businesses - all of the business units within my organization and provide all of my employees regardless of where they are with a 360 – with a complete view of the customer?Once you’ve set the goals for an organization, you want to put in place the processes that will get you there, train your people to follow the processes to reach your goals, and then you want to buy a technology. if you buy the technology before defining your goals, processes and training your people on the processes, you will be put in a reactive mode - fitting your processes around the technology rather than having the technology fit around your processes. Another way you can see the difference between Salesforce and Sugar in terms of Flexibility is how the two companies serve their clients. Salesforce deals primarily directly. Yes, they have some partners, but all the partners really do is pass leads on to salesforce and receive a referral fee.Sugar, on the other hand, goes to market primarily through partners. Sugar has an extensive network of expert partners who can help with implementation, training and, in many cases, customizing Sugar to meet your precise needs. It’s really a very different philosophy. Salesforce’s philosophy is that they know best what you need in a crm tool. Sugar says YOU know best what you need. a great example is one of the largest cable companies in the United States works with Sugar right now. What they use the solution for is not for sales. They use it for managing the process of getting customers new cable service and new wireless service and new digital TV. That’s very different – and they wanted to tightly control that because they were very worried about access to the data. They were very worried about other people getting into the system. And again, the point here is that the solution, the deployment, the technology is flexible enough for them to do whatever they want to do with this platform, even if it doesn’t fit the plain vanilla Salesforce.com scenario. If you want to use CRMfor different reasons, you have the flexibility to do it and you have the flexibility to integrate it and leave it! Salesforce just can’t say this.
- Reason #7 – Your Data is Your DataA HUGE part of any business’s use of CRM has to do with the relationships between the different pieces of data. This contact, this name, Jan, belongs to this organization Sugar CRM and Jan has had these different opportunities that he has been working with, with these leads and he has also been involved in these customer support cases. All of those are relationships that are very, very important to being able to have a working backup in your – of any solution that you have. Well, you don’t get that when you get a backup with Salesforce. You get a two-dimensional download of your data just in a CSV format and you have to then re-establish these relationships yourself. With Sugar, we provide you with a full relational database backup. The benefit is you can do what you want to do with your data. Here are the top two reasons why you want to have a backup of your data locally.One is that you may want to do some offline reporting capabilities. What is offline reporting? Offline reporting is when you do some very deep analysis and reports once you have established CRM throughout your organization and you get all of your sales data and marketing information in there. Now you want to be able to go and dig into that and understand the health of your company. Well, you don’t want to run that necessarily against your production environment. You want to run that against a non-production environment but that is as close a copy as possible to your production environment, and so you can do that if you get a fully relational database backup. What if tomorrow there is a disasterover at Salesforce and you don’t have a backup of your database so you can’t start all over again? Every sales organization has that one person that knows how to crunch the data. These are the folks that you tend to work with to put your forecast together when you want to know tell me about X, Y or Z, what’s going on, you’ve got that person to go to. And what do they do? What they do is they pull up a little Excel spreadsheet. They log in through ODBC or they do whatever kind of magic they do on the backend and they produce a bunch of pivot tables for you and you’ve got all your answers and you look really smart. With Sugar it’s much easier to enable that knowledge worker. That knowledge worker can do that work. Taking that a step further, while it’s great to manage opportunities, contacts and leads, I think the progressive sales organizations out there really want to understand what’s happening in the marketplace. What are the trends happening in the market? How are my people responding to them? What products are winning? What products are losing? They want to do things – they really want to get into sales and business intelligence, market intelligence. They want to understand – they want to be able to understand what their data is telling them. And we all know – we all know to do that kind of work you’ve got to pull your data into some sort of a data warehouse and do some analysis, right, or chop that data up in different ways. With Sugar,you’ve got the ability to pull this data into a data mart and do what you want with it – put your own business intelligence tool on top of it. You don’t have to spend any more. If you’ve got something in place, you can pull the data how you want to. Now, Salesforce has an option in this regard as well and that is to buy some more stuff. Buy some more software. Buy some component on the app exchange, layer it on top of this, or learn our interesting but not so open database – whatever they call it, TheForce.comDB, which I find is just great – yet another technology for us to have to decipher and make sense of. And so again I think it comes down to the idea that data does matter. It isn’t simply about wanting to control it because you’re fearful about who gets it, but it’s actuallybeing able to really understand what your CRM data is telling you and it’s just much easier to get that knowledge, get those secrets out of your data through Sugar than Salesforce.
- Number 6 is configurations. This is one of the main reasons why sales people love Sugar. And when sales people love your CRM tool, you get better performance ut of your sales people and better ROI on your CRM investment. It’s just that simple.Configuration refers to the ability to make a configuration change to the system without having to write a new module, design a new module. The big difference between Salesforce and Sugar is that in Salesforce, if an end user wants to make a change in the layout of their user interface,or create a new report that they want to have, they always have to go to the Salesforce admin in their company and request that change. In Sugar, end users can make the configuration changes that they want to do. So that is a huge change over there, and it’s a big pain for salesforce.com administrators that they would have to go in and have to create a report specifically for an end user that enabled that report and do all of that stuff. Sugar empowers the end user to tailor their interface to Sugar to support the way they work. A salesperson is not going to use a system if it’s not intuitive. A salesperson is not going to use a CRM solution if it’s mandated by management but doesn’t provide them with any benefit. What’s the benefit a salesperson is looking to get out of their use of CRM? Every salesperson believes they have their own unique selling process. Even within the sales methodology a company may give to them, they still know best and they have their own unique selling methodology. Sugar allows the salespeople or marketing people or support people to optimize and to automate their unique selling methodology and their unique selling process so that they can focus on one thing and one thing only, which is either focus on the customer, bring in more revenue, bring in more business, be more productive. They don’t have to be bothered with unnecessary data entry, going back and forth between administrators to get some extra system features and functionality. They can automate their unique selling methodology, their unique business processes to optimize their day, and that is why customers love Sugar. That is why end users love working with Sugar.What I think sales leaders been saying probably forever is that sales is a combination of loose and tight principles. The tight principles drives the notion of a common lingo, a common methodology, and a system certainly helps you create and enforce that. But you also want to give your sales folks the ability to have certain flexibilities so that they can be nimble as they go out there and try and handle demand. This is the beauty of Sugar. As a sales leader, Sugar gives you control over who gets what level of access to the system. Secondly,there are lots of companies out there that sell not just to businesses but to consumers; they are both B2B and they are B2C.And they often want to manage both those sets of activities in that same CRM system. when you consider that you might have different salespeople, different organizations that do B2B versus B2C, and you want them all using the same system, maybe in part to enforce those tight principles, this is where a end-user configurable tool like Sugar is really in some cases the only solution I’ve seen out there that really accommodates this kind of use.
- This brings us to Number 5 - intuitive. What does intuitive mean? With the changes in Sugar 6, we’ve really focused on a UI experience that is common amongst all the other Web 2.0 solutions that are being commonly used by individuals today. Whether this is Facebook, whether this is Yahoo or Gmail or any other Web 2.0 environment, we’ve really tried to model our UI design within Sugar 6 on that Web 2.0 user experience. And again, this matters because it allows your salespeople to focus on what’s important to them, which is your customers, and not focus on data entryFrom a design standpoint, the Salesforce.comUI looks very much like the typical UI that you would find in a 10-year-old server software solution in the traditional CRM design. It’s also unnecessarily complex and the reasons why it is unnecessarily complex is the way that their database is structured. In order for you to be able to have full flexibility and look at every different use case out there, you kind of pre-build everything in there, which again makes it then very hard to allow your people to just focus on what’s important with them. If you look at the Salesforce UI since the launch of Chatter, everything that’s above the fold, everything that you can see on your computer screen is Chatter. Chatter is inside of the firewall discussions between employees around not only opportunities and all the other stuff, but it doesn’t focus you on what you need to focus on, which is your customer data. Chatter really unnecessarily distracts the sales rep from what they have to focus on, which is what’s my next opportunity? Which opportunity should I go after? When am I going to close, or which opportunities do I need to close in order to get the quota for the month or for the quarter?
- Reason 4: What is Social CRM? Salesforce and Sugar define Social CRM very differently.We talked about Chatter on the previous slide. Chatter is a channel for all your users of Salesforce.com to communicate. It’s internal to your company. We don’t really consider that Social CRM – for Sugar, Social is about engaging with customers where they live online.Salesforce also makes hay about their Radian6 social media monitoring tool. We admit that social media monitoring is important, but it’s important at a strategic level – for VPs of Sales, VPs of Marketing, CEOs. Sales people need actionable information and they need access to it when they need it.So, the approach Sugar has taken to Social CRM is to bring Social network activity streams right inside the contact record.Here’s a use case: a rep is looking at a lead prior to calling them and they can right there in Sugar, without leaving the record, look at that lead’s most recent activity on twitter and facebook. They can also check out their LinkedIn profile – maybe the lead went to the same college or they both worked at the same company in the past.So, our approach is about putting practical, actionable information from social networks in the hands of your customer-facing people when they need it. And we have some very exciting case studies of B2C Sugar users who have done some deep integrations with Facebook. How? Because Sugar is open and easy to work with.
- Now we’re getting close to number 1 – Number 3 is Sales Intelligence:What if you could get a warm introduction to each of your prospects and could prepare for meetings in just minutes? From the InsideView panel in SugarCRM, you can—and you can do much more:Get company and contact information from editorial sources like Reuters and NetProspex, and social media from LinkedIn, Twitter, Facebook, and blogs.See full contact details including email addresses and direct phone.Be alerted via Smart Agent™ technology to key sales opportunities like management changes or contract awards.Discover how to reach prospects through exclusive Smart Connections™ technology that discovers relationships between you and decision makers.Sync to Sugar with one click to update records and prospect lists.Create targeted lists and export them to Sugar, to reach the right prospects at the right time.Have relevant business information at your fingertips before making the first call.Gain more leads, convert more prospects, and win more business.Bottom line is that you get better built-in intelligence for your sales team with Sugar than with Salesforce.
- SugarCRM is raising the bar and setting a new standard in Mobile CRM. SugarCRM offers customers three mobile CRM options: Sugar Mobile Browser Access Sugar from any smartphone using the mobile browser. Access Sugar from any tablet using the mobile browser. Included in all CRM subscriptions. Sugar Mobile Access Sugar from a smartphone using a native application. Available today for Android and iPhone and included in all CRM subscriptions. Sugar Mobile Plus Access Sugar from a smartphone or tablet using a native application with offline sync capabilities, which also stores a copy of the CRM data securely on the mobile device. Available for BlackBerry, iPad, and iPhone in Summer, 2011. Android support is coming later in 2011. Included in Sugar Corporate, Sugar Enterprise, and Sugar Ultimate subscriptions, available as an a-la-carte add-on with Sugar Professional.Offline ClientIn addition, subscribers to Sugar Enterprise and Sugar Ultimate also get access to the Sugar Offline Client, allowing them access to their customer data from their computer when not connected to the Internet. Sugar will automatically update any changes made when they connect to the network.Sugar mobile solutions translate to less downtime and greater productivity.
- Reason #1 why customers choose SugarCRM is really around affordability and cost competitiveness. Salesforce will work on upgrading customers and moving customers all the way to their most popular edition, which is Salesforce Enterprise, and Salesforce Enterprise from a feature-functionality standpoint is absolutely comparable to Sugar Professional. The only difference is that Salesforce Enterprise is $125 per user per month With Sugar, you get more value for your money. Sugar Professional, which, as I said, comparable to Salesforce Enterprise, comes at $30 per user per month and so you have the huge cost benefit there as well. If this matters to you – cost always matters. I’m not saying that we are a cheap solution. What I’m saying is we are a cost effective solution to an overpriced subscription that you would get from Salesforce.com.