Customer Journey Plugin for SugarCRM

Editor's Notes

• #2: Waiting for the webcast to begin:   Thank you for joining us today. The webcast will begin in just a few minutes.   ********START RECORDING******     Introduction:   Hello, and welcome to the BrainSell webcast, “Creating A Journey Your Customer Deserves”   My name is Ali Lipman, and I will be the co-presenter for today’s event.   Before we begin, I would like to review a few housekeeping items for this session.   Our presentation will last approximately 45 minutes with some time for questions at the end.   This is a live presentation through Go-to-Webinar, and, due to the number of people on the call, you may experience a slight delay when we click between slides.   All phone lines will be muted during today’s event to cut down on background noise, but we do welcome your questions. To submit a question at any point during the presentation, please type it into the chat field on the lower right side of your screen.   We will attempt to answer as many questions as possible. If we do not have a chance to answer your question, we will follow up with you via email.   A recorded version of this presentation will be available in a few days, and we will send all registrants an email with the link to the replay.
• #3: I’m the Customer Success Manager at BrainSell and here is my mean mug. My job is to work with our CRM clients and help them become wildly successful   Insert Joakim Bio Joakim Norlinder is COO at Addoptify ApS, where he handles the daily operation and perform training and demos. Joakim also plans for new features in products such as Customer Journey Plugin for Sugar. As Joakim been a partner with SugarCRM for 12 years, he has good understanding of clients needs. When not working Joakim spends most of his time searching and diving wrecks, mainly in Sweden. Insert Samer Bio At SugarCRM, Samer works with Products, Marketing and Sales to define top-level messaging and positioning for SugarCRM products. He’s is focused on driving key sales and marketing content to communicate the innovation and unique value of Sugar. Fun-fact is that Samer was a Sales and Customer Support intern at Sugar nearly 10 years ago. He went on to finish his degree in Business with a concentration in new venture creation and management, worked for a number Silicon Valley technology startups and is now full circle back at SugarCRM. As a long-time SugarCRM user, Samer has experienced first-hand how modern CRM can be transformative to the life of a customer-facing user, the business and the customer experience.
• #4: Talk about BrainSell: We were founded in 1994 just north of Boston and have almost 25 years of expertise in all things business technology. We offer a collaborative and unbiased approach to business tech, specializing in CRM, ERP, Marketing Automation, development, and consulting services. We’ve been a SugarCRM Elite Partner for 9 years!
• #5: Read off slide
• #6: What is Customer Journey Mapping? A customer journey map is a graphical interpretation, or model of a typical customer experience throughout a business process. Mapping plots customer touch points with your staff or your product, and allows you to choreograph the behind-the-scenes steps of the process. The benefits of mapping your customer journey are to: Increase sales velocity by closing deals quicker and more effectively Standardize interactions that are proven to increase or retain revenue Improve the quality of the customer experience you provide Here’s an example of a Customer Journey Map for an onboarding process: There are 3 stages, with 2 sub-stages each. The purpose of following this particular process would be to make sure your customers are onboarded into your product successfully, and get off on the right foot. Let’s take a look at how the Sugar Customer Journey Plugin allows you create and use Customer Journey Maps from within SugarCRM
• #7: The Customer Journey Plugin allows your users to follow customer journey maps right from within Sugar. This means standardized interactions with customers through your internal processes including evaluation, selection, purchasing, and onboarding. By automating your business processes within SugarCRM, you can be assured of each action taken by individuals to improve overall satisfaction throughout your processes. This will improve interdepartmental communication, and increase sales velocity by keeping everyone accountable to delivering results on time.
• #8: Why are Customer Journey and Sugar Enterprise a match made in heaven? Advanced Workflow! Advanced Workflow paired with Customer Journey allows you to automatically create tasks, send email reminders, open cases and more. It takes the manual work out of managing processes, increasing productivity, and letting sales and management focus on what they do best…all while creating great experiences for your customers. I’d be remiss if I didn’t mention the fabulous new offer from SugarCRM. The Productivity Suite is a great way to get Sugar Enterprise bundled with Sugar’s best sales enablement offerings. You’ll see Customer Journey demoed today, but the productivity pack also includes Hint for integrated relationship intelligence.
• #9: Now I’m going to hand it over to Samer and Joakim for a deep dive into the Customer Journey Plug-in for SugarCRM Joakim and Samer, take it away!
• #10: Thanks Ali and thanks everyone for taking the time today to learn about Customer Journey Plugin in Sugar Enterprise. We’ll take a few minutes now to share a bit more around the business value of Customer Journey Plug-in and then walk through a demo of how both customer-facing sales and service Sugar users, managers and leaders, and administrators, can benefit Customer Journey Plug-In. We’ll go on to show how Customer Journey, as Ali said, pairs perfectly with Advanced Workflow in Sugar Enterprise.
• #11: As Ali mentioned earlier, Customer Journey Plug-In enables you to standardize on customer interactions and improve interdepartmental communication – absolutely. I want to dive into that idea a little bit more because it’s important to understand how they can impact your business. Customer Journey Plugin in Sugar Enterprise can impact your business in two key areas your brand experience, and your sales and service operations. First, on brand. Brand is a pretty broad topic. Your brand is the feeling your market holds towards your organization and everything you do shapes that collective sentiment. But the specific element of your brand that we’re talking about here is your brand experience, that is, the combination of everything your customer goes through while purchasing and using your products or services. A big part of brand experience is the interactions your customers have with your company. The most loved and, consequently, most successful brands in the world put a lot of thought and investment into the systems and processes that create a brand experience which drives affinity, loyalty and trust. Designing your Customer Journeys, as the name suggests, from a customer perspective, gives your customers the feeling that you understand their needs. You can improve your brand experience by delivering better customer interactions. On sales and service operations, you can finally operationalize sales or service processes right from within Sugar. For complex processes, you can be sure that everyone in your organization is equipped with information and processes they need to progress with your customers to a mutually desirable place. You also have better visibility into where each customer is in the process.
• #12: The use cases for Customer Journey Plug-in are only limited by the business processes you can conceive in the context of your CRM. We’ve put up a few example use cases here, but I would encourage you as we go through what Customer Journey Plug-in is, to think about your own business and how you can incorporate Journeys into the day-to-day live of your people.
• #13: First what is Customer Journey Plug-In? Customer Journey Plug-In is a native, module-loadable add-on to Sugar that allows you to create a series of steps or a prescriptive path to guide your users through any business process and mutual goal with your customers. And being that we’re in the context of your CRM, these would typically customer-centric processes. So for a customer buying processes, naturally, sales users would launch the journey in their opportunity record as shown here. Keep in mind, Customer Journeys can be applied to your leads, contacts, accounts, opportunities, cases, and even custom modules in Sugar so there’s really no bounds to how and where you can use Customer Journey Plug-In.
• #14: To take a closer look, you can see the key UI element of Customer Journeys. Here is an example of a simple 3-stage sales process. Journey Name, Progress Bar, Stages that comprise the individual internal or customer tasks, meetings, calls, milestones.
• #16: In addition to licenses, BrainSell offers Customer Journey Quick Start Packages to help your business take advantage of the benefits of customer journey mapping within SugarCRM. We offer virtual configuration, process consulting, and workflow automation.
• #17: Can you do reporting on Customer Journey?- Joakim YES! Is it possible to use it on the Case Module?- Joakim YES! Is it possible to set up dependencies between Activities in a Customer Journey process?- Joakim YES! Not all of our Sugar users will need it. Can we buy Customer Journey Plug-In for only those that need it? –Samer Minimum 10 users Can you design your templates so that the tasks can only be completed in the order you arranged them?- Joakim Yes! Can you automate email reminders from tasks?- Samer Yes! Process Emails I think our sales team would benefit from CJP, but our processes are so undefined. Are their pre-built templates, or can we get help creating templates? -Ali CJP comes with a number of templates, BrainSell offers Customer Journey Quickstart packages for defining processes, building templates, and advanced workflow. In addition, templates can be created in a sandbox than imported into production.