©2011 SugarCRM Inc. All rights reserved.

Using SugarCRM when you aren't doing CRM Examples of SugarCRM as a platform

John Mertic

Community Manager

Who Am I?

John MerticContact Info

http://jmertic.wordpress.comTwitter: @jmerticjmertic@sugarcrm.com ( SugarCRM )jmertic@php.net ( PHP )

Community Manager for SugarCRM

http://www.sugarcrm.comhttp://www.sugarforge.org

3/24/2011 @2011 SugarCRM Inc. All rights reserved. 2

Buy my book!http://amzn.to/enioPV

Agenda

What is CRM?

Where CRM is going?

Case Studies

Customer Relationship Management

What is CRM?

What is CRM?

CRM is about Customers

What is CRM?

CRM is about Growing and Retaining Customers

Where is CRM going?

x AnythingRelationship Management

Where is CRM going?

xRM is about Connections

Where is CRM going?

xRM is about Building and Fostering Connections

StoryCorps is an independent nonprofit whose mission is to provide Americans of all backgrounds and beliefs with the opportunity to record, share, and preserve the stories of our lives.

Since 2003, StoryCorps has collected and archived more than 30,000 interviews from more than 60,000 participants. Each conversation is recorded on a free CD to share, and is preserved at the American Folklife Center at the Library of Congress.

Case Study 1 - StoryCorps

Default language definitions in SugarCRM are sales-related.

NGOs don’t “sell,” we reach out to communities, form partnerships and perform mission-driven services.Is there a general or universal lexicon that could better serve the NGO community?

What did they do? Customize the language stringsCustomizing SugarCRM to fit the language used within your organization, is critical to the success of your implementation, and it’s easy to do!

Original

• Account (module)• Opportunity (module)• Sales Stage (field)

StoryCorps

• Organization• Partnership• Status

Strategy for Customizations

Founded in 1988, The Robin Hood Foundation targets poverty in New York City through the unique approach of applying sound investment principles to philanthropy.

Robin Hood gives 100% of every donation to New Yorkers in need. It plays an active role in improving the effectiveness of the organizations it funds through Management Assistance programs and uses a Metrics-based approach to measure their success.

Case Study 2 - The Robin Hood Foundation

Custom Language files for appropriate labeling

Grants Management

Robin Hood Grantee

Individual Grants Roll Up to A Grantee

A Core Grant Record

Grants Management – Grant Rollup

Payments Roll Up to A Core Grant

A Payment Record

Grants Management

What does this mean about SugarCRM?

SugarCRM is a platform for Building and Fostering

Connections

Resources

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http://www.sugarforge.org

Buy my book!http://amzn.to/enioPV

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SugarCRM Community

Join the Monthly Community Webinar

When: 3rd Wednesday of each month at 15:00 GMT

Where: WebEx ( http://bit.ly/iJANYC )

More information athttp://developers.sugarcrm.com/wordpress/?p=2320

Questions?

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