SugarConnection 2019 Recap

Exclusively for Sugar customers, the SugarConnection events are Sugar users chance to participate with and lead the next generation of customer experience innovators.

The FayeBSG team sponsored, and attended the first event in San Francisco this week and we wanted to provide a snap shot of what to expect at upcoming SugarConnection events.

From learning about new Sugar solutions to hands-on training and a wealth of proven best practices, we’ve returned energized with a new outlook on how to utilize SugarCRM’s suite of products to help us create customers for life, and think you will too upon attending!

SugarConnection 2019

Keynote 1: The “New Sugar”: What it Means for You, with Craig Charlton, Chief Executive Officer

New strategy, new brand and new products – CEO Craig Charlton is charting a new future for customer experience, Sugar and your business. Be the first to see the “New Sugar” in action and discover the myriad of ways in which we are helping businesses like yours to create customers for life.

Keynote 2: Cultivating Customers for Life: Your Product Roadmap, Rich Green, Chief Product Officer & Chief Technology Officer

Lifelong customers are created by consistently exceeding expectations across the customer journey. Join CPO & CTO Rich Green for an in-depth review of the new Sugar products and capabilities that help you deliver predictive insights, empower your frontline employees with real-time actionable intelligence, and anticipate and fulfill the needs of your customers – even before they realize they have them.

Keynote 3: Exceptional Customer Experiences Start with Exceptional Customer Service, Chris Pennington, Chief Customer Officer

Earning customer loyalty begins and ends with exceptional customer service. Hear from Chief Customer Officer Chris Pennington on how Sugar can help you delight your customers every day by being more connected, more informed and more human. Sugar customers will join Chris on stage to provide practical insights on how Sugar empowers them to deliver consistently superior customer service.

Breakout Sessions

Marketing Automation Track Overview

Part of creating customers for life is attracting, engaging, and converting the right type of prospects at the top of the funnel. Sugar marketing automation is designed to transform how marketing teams engage audiences and measure success through the buyer journey. These sessions will provide a deep overview of Sugar marketing automation (formerly Salesfusion), tried and true best practices on the most optimal way to use marketing automation and a first-hand account of how the solution is being used by a SugarCRM customer to drive growth.

Sugar Market Overview, Logan Henderson, GM of Marketing Automation, SugarCRM

This session provides an informative look into Sugar Market – its core functionality, differentiators and why companies must adopt this technology. Attendees will learn how the solution streamlines sales and marketing processes with automation making both teams more effective.

Sugar Market: The Ultimate Revenue Machine, Jennifer Zember, VP Marketing, SugarCRM

Companies that have implemented marketing automation contribute on average 47% of the sales pipeline and have also average of 60% higher lead-to-sale conversion rates. In this session, we will share how our solution improves marketing effectiveness and reveal the top features that will have your marketing team revving their lead gen engines in no time.

Sugar Customer Spotlight: An Interview with Cireson, Jana Ferguson, Director of Professional Services, SugarCRM

In this session, you will hear directly from a Sugar customer who has benefited from the tight integration between Sugar Sell and Sugar Market to align sales and marketing, reduce costs and improve marketing ROI.

Sugar Sell Track Overview

The world’s most successful sales organizations share at least one thing in common and that is the tools, systems and processes to drive extraordinary buying experiences for their customers. The new Sugar Sell is designed to help everyone in the organization drive revenue, reduce sales costs and increase collaboration. In these sessions, you’ll learn all about the Sugar Sell, how to ensure user adoption and sales success, and learn directly from the successes of a Sugar customer.

Overview: Sugar Sell, Zac Sprackett, SVP, Product Management, SugarCRM

In this session, Zac Sprackett will give an overview of Sugar Sell, its key features, and what makes it different from other competing solutions. Learn how Sugar Sell can help organizations drive collaboration, sales efficiency, and pipeline velocity.

Maximizing User Adoption, Carlye Bartel, VP, Global Solution Consulting, SugarCRM

The leading cause of failure in the CRM market has always been, and continues to be, user adoption. In this discussion, we’ll discuss the reasons for adoption challenges and what you can do to ensure your success so that everyone gets the full utility and value out of Sugar Sell.

Customer Spotlight Session, Laurence Leong, Vice President OEM

This session put the spotlight on FayeBSG client, Hilco Global, represented by COO Jim Glickman. Jim spoke about how Hilco Global utilizes Sugar, and the strategies and tactics they used to drive CRM adoption, the importance of a tight relationship with their SugarCRM partner and how to get the most out of their CRM platform.

Sugar Serve Track Overview

Part of building a great customer experience is providing exceptional customer support. The new Sugar Serve is designed to streamline your support processes while driving the productivity of support professionals, and also empowering your customers with powerful self-service tools. These sessions will provide a wealth of information not just about the Sugar Serve, but also reveal several tips and tricks aimed at taking your support operations to the next level.

Sugar Serve Overview, David Campbell, VP Product Marketing SugarCRM

Sugar Serve is an exciting new offering from SugarCRM. This session provides an informative deep dive into the solution – its core modules, features and capabilities. Attendees will learn how to drive agent productivity, enhanced process optimization, and aid in the maintenance of SLAs, business centers, and more.

The Future of Sugar for Customer Support, Deepak Deolalikar, Senior Director of Product Management, SugarCRM

SugarCRM is rolling out lots of new capabilities and features to help businesses of all sizes provide a modern, consistent exceptional experience for their customers. In this session, SugarCRM senior director of product management, Deepak Deolalikar, will give an overview of what’s in store for this new and exciting phase and Sugar product development. From enhanced process optimization, predictive insights and multi-channel CX management, this session will help you envision and plan your next phase of customer response development.

Good, Better, Best: Best Practices for Ramping Your CX Initiatives with Sugar Serve, Martin Schneider, Head Evangelist, SugarCRM

In this session, SugarCRM’s head of evangelism Martin Schneider will outline several examples of how to apply Sugar Serve functionality. Starting with some basic “quick win” examples, up to some highly integrated, omni-channel CX applications, this session will showcase the flexibility and scale of the solution, and how any organization can take advantage of its unique features regardless of size or complexity.

To learn more about SugarConnection visit: https://www.sugarcrm.com/sugarconnection

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