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Get a SmartStart: You Fought For Your Customers. How Will You Keep Them? (October 2017)

By Paul Scondac & Sarah Friedlander Garcia| November 3rd, 2017
Audiences: Administrators, End Users

In this SmartStart webinar, we shared best practices on how to use CRM software to help your sales team effectively service existing accounts.

Thank you to everyone who participated in this webinar. Below is the video recording, slide deck, and Q&A.

If you have questions about the CRM tools that we demonstrated during our presentation, feel free to contact us.

Agenda

  • About W-Systems
  • Use CRM to Help Your Sales Team Effectively Service Existing Accounts including:
    • Account Planning
    • Cross-Selling
    • Interaction Cadence Management
    • Territory Mapping
    • Customer Service
    • Case Management
    • Referral Management
    • Email Analytics
  • Q&A

Slide Deck


Questions & Answers

  1. Q: What is the cost of the CRM tool (Sugar)?
    A: Any CRM tool could work with this. SugarCRM has a cost of $480 per user per year ($40 per user per month).
  2. Q: For small companies, can they share the Sugar user? 
    A: Yes. You can share a user. A user is just a login. You could conceivably create users, such as Sales, Customer Service, etc... There is a minimum of 5 licenses in a SugarCRM purchase. If you're a single person organization then probably Sugar is a little bit of overkill, and there are other products that work well. If you're five or more, Sugar does a great job, but in any case, you can always share accounts. That's not a problem.
     
  3. Q: Can Sugar be used as a mobile platform? Is it an additional license?
    A: Certainly. Sugar has a free mobile application included with every license, in which a user could perform any task they could normally do in the browser or desktop versions of Sugar. They could be connected to their live Sugar instance if they have an Internet connection, or synchronize the data to their local device and enter data remotely when no Internet connection is available. The mobile app is a must-have for Sugar users who frequently need to access the platform outside their office.
     
  4. Q: Does Sugar have the ability to interface with other systems? For example manufacturing, warehouse, shipping, etc?
    A: Yes. This is a core use case for Sugar. This CRM is an open system so that we can interface both ways: we can reach out to other open systems that have data connections through standard protocols or web service APIs and ask for data to retrieve it into Sugar, and also display it to our users live if needed. Or, the other way around, we can provide data to other systems through open data protocols and web services to give information about Sugar to other systems that might need it.
     
  5. Q: Do you customize the fields in reports or are they canned?
    A: In Sugar, you get a series of out-of-the-box reports, and you can modify them by adding more fields and removing fields. You can also create new reports from scratch, where you pick all the fields that you need.

    You can create new fields in Sugar in any information module, such as a Customers, Opportunities or Products, and you can create new fields that start tracking information that is relevant to your use case. You can then enter data into these fields normally, and them in any reports to measure that information.
     
  6. Q: How do you create dashboard reports?
    A: In Dashboards in Sugar, you have to configure a new dashboard and create a grid that can either be 3x3, 2x2 or just made of two columns. In each one of the grid cells, you could add a Sugar dashlet, which could also display reports. For instance, you could select a Reports dashlet that displays a certain type of report, which will be displayed on your dashboard.

    This is an easy and straightforward way to access the reports you commonly use, such as creating a Sales Forecast dashboard that would include Reports dashlets which contain the information you would need to monitor.
About the Authors
Paul Scondac
Marketing Manager
Sarah Friedlander Garcia
Director of Marketing