turn big data into actionable insights with sugar 7
DESCRIPTION
Today, there is so much data available about your prospects and customers that it can seem overwhelming. However, by leveraging the new framework in Sugar 7, users can more easily turn oceans of social and system data into actable insights. In this informative session, SugarCRM principal product manager Chian Robinson will outline how Sugar 7 users can turn both external and internal system data from various sources into actionable intelligence. Together with a guest speaker, she will also discuss the new realm of data intelligence and how Sugar can possibly leverage these cutting-edge data technologies to further empower both individual users as well as business leaders to make more informed decisions and to better understand every customer.TRANSCRIPT
TURN BIG DATA INTO ACTIONABLE INSIGHTS WITH
SUGAR 7Chian Robinson
Principal Product Manager SugarCRM
Narayan BharadwajGuest Speaker
Head of Products, ClearStory Data
@TwitterHandle #SugarCon
Story of Chris Oliver
Senior ISR, NAWorks for a B2B software company that develops and sells HR management software to SMBs.
Quota $20,000
Closed Won $14,154
Deficit $5,846
Story of Chris Oliver
Senior ISR, NAWorks for a B2B software company that develops and sells HR management software to SMBs.
Opportunity Name
Account Name
Expected Close Date
Product Stage Probability Amount
Southern Reality Southern R…
06/20/2014 Bennie Gad… Closed Won 100 $7,730.00
B.H. Edwards,…
B.H. Edwar…
05/06/2014 Ilene Gadget…
Closed Won 100 $6,424.00
Underwater M… Underwate… 06/25/2014 Marcellus G… Negotiation/Review
80 $5,984.00
AtoZ Co Ltd AtoZ Co ltd 06/20/2014 Mindy Gad… Negotiation/Review
80 $6,100.00
360 Vacation… 360 Vacati… 06/15/2014 Bennie Gad… Negotiation/Review
80 $5,849.00
Story of Chris Oliver
Which one of these three opportunities should I pursuit?
$
Sales Stage = Negotiation/Review
$ $
Probability = 80%
Expected Close Date = End of May
Sales Amount > $5,846
Story of Chris Oliver
DATA AND SUGARCRM
Chian Robinson
Principal Product Manager
SugarCRM
Growth of Data - Volume and Velocity
“We now create as much information
every two days as we did from the dawn of civilization to 2003.” - Eric Schmidt, TechCrunch,
August, 2010
Two Days
20 K Years7.3 M Days
Growth of Data - Variety
• Various formats• Various channels• Various devices
Impact on CRM
Source: Forrester Research, Inc
Growth of Transaction Data of Sugar OD Customers
Total numberof records created within a year
How about Unstructured Data
Source: Forrester Research Inc, 2012
Unstruc-tured66%Semi-
struc-tured4%
Struc-tured29%
SMBs
Un-struc-tured58%
Semi-struc-tured4%
Struc-tured38%
LEs
How about Unstructured Data
Source: International Data Corporation (IDC), 2012
Unstruc-tured Data
85%
Structured Data15%
Total Customer Data by 2020
• The volume of unstructured data is roughly 3x structured data.
• Data volumes are expected to grow 44x by 2020. The growth in unstructured data will be 3x structured data.
– EMC
• The volume of structured data of a typical Sugar customer will be 1.6B and the volume of unstructured data will be 14.4 B.
Story of Chris Oliver
1.6 B
14.4 B
Story of Chris Oliver
Which one of these three opportunities should I pursuit?
$
Sales Stage = Negotiation/Review
Probability = 80%
Expected Close Date = End of May
Sales Amount > $5,846
$ $decision makers
Influencers
Relationship between Chris and decision makers
Opinions
Sentiment
Availability
Locations
$
Sugar’s Product Goal
• Supply users with deep knowledge of their customers so that they can have deep engagement with their customers.
Product Offerings
• Activity Streams: breaking internal silos
• Twitter integration: capturing sentiments, trends
• D&B integration
• Notifications
• Mobile location Context
• Single page view of customer data
• RHS Intelligence Panel
• Integration with BI tools
• Plugin Side Panel
Activity Streams
• Internal social collaboration platform
• Allows text-based updates, posts, mentions, references, and notifications
• User can share images, videos, URLs with colleagues
• Data is unstructured
Activity Streams
Activity Streams
Activity Streams
Data from External Social Channels
• Twitter integration
• View tweets in record view
• Re-tweet, Reply in record view
• Pull tweets into activity streams
• Tweet to cases, tweet to bugs
Data from External Social Channels
Data from External Social Channels
Data from Trusted Partners
• D&B for Sugar Connector– Pull data from D&B during account creation– Enrich existing accounts– Pull contacts from D&B– Build a list (BAL)
Data from Trusted Partner – D&B
Data from Trusted Partner – D&B
Data from Trusted Partner – D&B
Sugar Intelligence Panel
• Single page view of a record and its related record information
• Context sensitive history and analytical data
• Customizable dashlets
• D&B dashlets
Sugar Intelligence Panel
Sugar Intelligence Panel
Sugar Intelligence Panel
Sugar Plugin Side Panel
• Bring Sugar Data to user’s favorite app– Gmail Plugin– Outlook Plugin– IBM Notes Plugin
Sugar Plugin Side Panel
Next Step
• Data Analytics
• Predictive Intelligence
• Content Analytics• Tagging
• Keyword Search
• More integrations: Google, Facebook
DATA INTELLIGENCE
Narayan Bharadwaj
Head of Products
ClearStory Data
@nadubharadwaj
New Requirements in The Data World
• More Data– More internal sources and data types– Plus external data sources: public and premium
• More Speed– Automates data convergence for fast time-to-answers– On the fly exploration of new insights
• More People– New user model for any business user– Rich collaboration on insights for faster decisions
What Is Needed?
A data intelligence solution for the enterprise
Need speedy insights over private & external data, with an easy, collaborative user model for
everyone.
Distributed
Teams
Business Users
Data AnalystsData
Stewards
What constitutes a Data Intelligence solution?
• Enables fast-cycle analysis converging and harmonizing internal and external data sources
• An interactive way for business users to see, explore and stay up-to-date on new data and insights.
• Allows users and globally distributed teams to actively collaborate for faster analysis and data-driven decisions.
• An easy, intuitive user experience that requires no IT or technical skills.
Data Sources ClearStory Platform ClearStory Application
Data Inference & Profiling
Harmonization
Visualization
Collaboration
Data Convergence
A new data platformSolve for scale, variety and speed
Data HarmonizationCombine internal and external data
Data-aware collaborationCrowd source to insights
Story of Chris Oliver
Which one of these three opportunities should I pursuit?
$
Sales Stage = Negotiation/Review
Probability = 80%
Expected Close Date = End of May
Sales Amount > $5,846
$ $decision makers
Influencers
Linkage between Chris and decision makers
Opinions
Sentiment
Availability
Locations
$How quick to close
Impact on pipeline deals
Upsell opportunity