State of the Art CRM: How to use cutting-edge technologies to build better relationships with your

prospects and customers.

State of the Art CRM: Four forces that are re-shaping CRM and their implications for

marketers and managers.

FOUR FORCES THAT ARE RE-SHAPING CRM

CRM is at the intersection of several huge market forces.

CRM

“The Cloud

”

Web-Based

Marketing

Social

Media

Mobility

IMPLICATIONS

Integration Rules!

It is now faster, better, and cheaper to buy best-in-class tools and integrate them rather than buy monolithic applications that perform many functions.

CRM is becoming an ECOSYSTEM rather than just a process or technology.

Maintaining and managing a good reputation in the marketplace is now a core part of the marketing mix. The 4P's are now 4P’s plus R.

Because of Social Media….

Reputation Is Critical!

A new definition of

CRM:

• Customer• Reputation• Management

CRM has become the most important information system

in many companies.

HOW SHOULD YOU RESPOND?

It is better and less expensive to move fast

and fail than it is to spend a lot of time researching

and studying.

How Should I Move Forward?

1. Focus on the business results: What makes your organization more efficient and effective?

2. The technology is the easy part!3. Always keep the the user foremost in your thoughts.4. Make time for learning.5. Have fun.6. Try something new.7. Focus on incremental improvement.

Most Importantly: Make Lot’s Of Mistakes!!!

It’s Less Expensive To Be Wrong

“The cost of being wrong is less than the cost of doing

nothing”

- Seth Godin in “Poke The Box”

“Today not starting is far, far worse than

being wrong. If you start, you’ve got a

shot at evolving and adjusting to turn your wrong into a right. But if you don’t start, you

never get a chance.”

- Seth Godin in “Poke The Box”

QUESTIONS?

Epicom CorporationAustin, Texas512-481-9000info@epicom.comwww.epicom.com

What is EchoSign?

• EchoSign is a cloud-based platform for executing contracts electronically.

• Users create contracts and upload them to SugarCRM.

• Specify the recipients and EchoSign handles to rest.

Contract Execution with EchoSign

• Upload your contract document to SugarCRM.

• Specify the contract recipients.

Each recipient signs

electronically.

• Epicom’s integration sends you contract to EchoSign for execution.

• Once executed, contract is filed in SugarCRM’s contracts module.

What is HubSpot?

• HubSpot is a SAAS platform that helps you get found online by more qualified visitors.

• Shows you how to convert more visitors into leads.

• Gives you the tools to close those leads efficiently.

• Provides analytics to help make smart marketing investments.

How HubSpot Integrates with SugarCRM

• HubSpot tracks visitors and leads to your website.

• Epicom’s integration passes new leads to SugarCRM.

• Lead activity is tracked and updated in SugarCRM.

• HubSpot metrics are reportable in SugarCRM.

What is Twilio?

• Twilio is a cloud-based platform for building voice and SMS (text) applications.

• A surprisingly simple API provides a way to integrate Twilio with SugarCRM.

• Users can now interact with SugarCRM via voice and text messaging.

Click To Dial• Configure your

number in SugarCRM.

• Click any number to dial.

Your Friend’s Phone

Your Phone

• Epicom’s integration completes your call via Twilio

CRM-Integrated Conference Bridge

• Conference contacts are entered in SugarCRM.

Conference

Attendee

Conference

Attendee

• Each user can have her own private audio bridge numbers.

• Callers dial the private number. If they are already contacts in SugarCRM, they are placed into conference.

WHY IMPLEMENT THIS STUFF?