keynote crm acceleration - the future of crm

The Future of CRM Larry M. Augustin, CEO

@lmaugustin lma@sugarcrm.com

Change

Social Mobile

Cloud

Change: Social

©2010 SugarCRM Inc. All rights reserved.

2005 CRM Specs - Social?

2012 CRM Specs - Social?

Should you now spec Tumblr, Pinterest and Google+ integrations in your CRM?

2012 CRM Specs – Does Social = Mobile?

Change: Mobile

©2010 SugarCRM Inc. All rights reserved.

2005 CRM Specs – Mobile Devices?

…visions of a possible future when all software will be delivered over the internet. Does the arrival of Google Apps Premier Edition signal the death of desktop software dinosaurs like Microsoft Office? - Wired Magazine

All applications will be Web based:

In three to five years, all applications will be delivered this way. - Phil Robinson, SVP SalesForce.

Or will they?

Share (%) of Smartphone Subscribers in USA

0

10

20

30

40

50

60

Sep

-09

Oct

-09

Nov

-09

Dec

-09

Jan-

10

Feb-

10

Mar

-10

Apr

-10

May

-10

Jun-

10

Jul-1

0 A

ug-1

0 S

ep-1

0 O

ct-1

0 N

ov-1

0 D

ec-1

0 Ja

n-11

Fe

b-11

M

ar-1

1 A

pr-1

1 M

ay-1

1 Ju

n-11

Ju

l-11

Aug

-11

Sep

-11

Oct

-11

Nov

-11

Dec

-11

Jan-

12

Feb-

12

Mar

-12

Apr

-12

May

-12

Jun-

12

Jul-1

2

iOS (Apple)

Android

Windows Mobile

Symbian

Palm

RIM

Other

Change: Cloud

©2010 SugarCRM Inc. All rights reserved.

2005 CRM Specs – Cloud Computing?

Unknown Prior to 2007

Change From 2005 to Today

2005

MySpace, digg

Web Browser

SaaS

Today

Facebook, Twitter

Mobile Apps

Cloud

Change

Social Mobile

Cloud

What’s Next?

SugarCRM Vision

•  Open Platform – Enables anyone to integrate, extend – Future proof

•  User First – Focus on the customer facing professional – Enable everyone who interacts with

customers to do their job better

Open Platform

Open Ecosystem

9/17/12 ©2012 SugarCRM Inc. All rights reserved. 17

Integrations Social

Cloud Mobile

SugarCRM Open Ecosystem

Open Cloud

9/17/12 ©2009 SugarCRM Inc. All rights reserved. 18

User First

CRM For Everyone

9/17/12 ©2011 SugarCRM Inc. All rights reserved. 20

We help everyone who interacts with customers do their job better.

Open Platform that puts User First

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Open Cloud

Open Ecosystem User First

SugarCRM – Fastest Growing CRM Company •  Business

–  Leading provider of CRM Software –  Founded April 2004 in Cupertino, California –  EMEA HQ in Munich, offices in UK and France

•  Market Traction/Global Footprint –  3rd largest global CRM Provider –  Largest single CRM implementation (70K users

worldwide) –  1M+ users, 80,000+ organizations –  11+ Million downloads –  115+ Countries, 25+ languages –  400+ partners on six continents –  30,000+ registered developers

•  Fastest Growing –  112% YoY billings growth –  120% YoY install base growth –  2,500 YoY customer growth

Analyst Validation

24

Analyst Reviews - Forrester

•  “Key strengths include low application and implementation costs and strong internationalization support, usability, and sales functionality.”

•  “It offers sound support for mobile CRM.” •  “The technical skill sets required to support the

application tend to be more widely available than for other CRM solutions, thereby lowering resource support costs.”

--Forrester Research, Forrester Wave report, July 2012

25

Forrester Wave 2012 – LEADER in Mid Market

26

Analyst Reviews - Gartner

•  “A cloud-agnostic strategy enables customers to run SugarCRM on a variety of cloud infrastructures such as Amazon, and IBM Cloud.”

•  “Attractive easy to understand pricing model delivery models, customers pay the same subscription price regardless of model.”

•  “IBM partnership provides improved delivery services and market reach, and for those companies who have adopted an IBM technical stack such as Lotus Notes a CRM option.”

--Gartner, Magic Quadrant for SFA, July 2012

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7,000+ Global Customers

Conclusion

9/17/12 ©2012 SugarCRM Inc. All rights reserved. 28

Open Cloud

Open Ecosystem User First

Thank You Larry M. Augustin, CEO

@lmaugustin lma@sugarcrm.com