Successful businesses create unique experiences...for their customers, their employees, their partners, their investors. What happens when you apply this principle to your customer service?
We’re often asked what makes Sugar different from other CRM solutions. To help answer that question, we’ve put together our Sugar Manifesto to describe what makes us unique among CRM vendors.
Here’s a simpler way of describing what makes SugarCRM different: We put the “i” in CRM.
What do we mean by that?
We’ve taken the traditional management benefits of CRM -- visibility and reporting – and added the individual to the CRM solution. We’ve given anyone who interacts with customers an indispensable tool that helps to deliver extraordinary customer relationships.
We’ve added innovation by empowering the individual user with modern tools that improve their work day and help them focus on their customers.
We’ve increased value by offering these tools at a price that makes them available to every customer-facing worker, so organizations can provide the highest level of service and productivity in each customer interaction.
So, how do you break out of the 81%?
What do you put in place to reap the benefits of becoming a fully committed customer-centric organization?
So, how do you break out of the 81%?
What do you put in place to reap the benefits of becoming a fully committed customer-centric organization?
So, how do you break out of the 81%?
What do you put in place to reap the benefits of becoming a fully committed customer-centric organization?
Your customer shouldn’t have to repeat their story for the umpteenth time to someone else in your organization.
Ensure that everyone in your organization has the collective wisdom of each customer. Whether the information is based on conversations, emails, digital behavior, or external data sources. Make that context available to everyone in your organization so that they can do their job better in the context of supporting the customer.
They should know whether they are a prospect or a current customer, and how important they are to the organization. They should know what business the customer is in and what they buy from the company. Whether they are a customer in good standing, or someone that has any outstanding issues with us. The tenor of your conversation depends on it.
I just called in to customer service at FTD to check on my order for the second time….
Sugar works with thousands of companies who are at various levels of commitment to being a custsomer-centric organization.
There are 3 critical success factors that we see the best employ:
1) Infuse a corporate culture where every employee is laser-focused on each individual customer success..
2) Provide consistent customer insight for every individual in your organization who interacts with the customer.
3) Deliver Personalized Interactions with your customers.
Let’s explore each of these.
Optimize Pre-Call Work -> Drive up agent productivity
Quickly find customer information from CRM system based on inbound info (ANI, email address, etc)
Reduce Unnecessary Talk Time -> Improve customer satisfaction
Find answers quickly, eliminate repetitive questions, reduce wait time
Increase Helpful Talk Time -> Create customer loyalty
Focus on solving customers problems, discover retention/up-sell/cross-sell opportunities
Reduce Wrap-up Time -> Retain qualified agents
Execute after-call processes automatically, reduce time to complete screens
From sales and marketing automation to cross-departmental processes and custom integrations, here are some of the more than 1.4 million SugarCRM users who are building their successful businesses on SugarCRM.
For instance:
- Redglaze Group uses Sugar to align and automate business processes across their seven different design, architecture, manufacturing and construction companies. Sugar is the backbone of an internal system that manages everything from sales and service to project management and accounting, and gives every employee a customized workview that matches their role in the organization. It’s an affordable, secure, cross-company solution that only Sugar could power.