CRM Made Simple Introduction to CRM and Overview of SugarCRM

Increase Sales Productivity “In just 12 months, we shortened our sales cycles by 20 percent & increased our new business by 15 percent” Massimiliano Pianigiani, Sales Director, Mia Energia (Italy) “We’ve experienced productivity gains of percent” Erica Vorsay, General Manager, Trans-Tasman Business Circle (Australia) “Our sales team has increased productivity by 30 percent while our customer service team has improved its response time by 50 percent.” Mahzan Miskam, Head of Information Communication Technology, UEM Land Group (Malaysia)

Improve Customer Service “The integration of SugarCRM throughout the business has reduced order processing from a half a day to less than one hour.” Naomi Simson, CEO, Red Balloon (Australia) “Our switch to SugarCRM means that we are now even better equipped to deliver excellence in customer service” Alex Pettefer, UK Group Marketing Director, Loomis (UK)

Better Visibility and Cost Savings “In just over a year we have reduced employer’s health care costs by 20 percent and reduced membership information processing time by 60 percent.” Marty Heaner, CTO, Tenzing Health (USA) “SugarCRM’s customization and integration capabilities have saved us tens of thousands in operational costs thanks to its ability to tie sales and back-office operations together.” Martin Ross, VP of Technology, Healthscreen (Canada) “We have tripled the number of web leads, and increased the visibility into our business” Jennifer Maitland, Marketing Operations Manager, Caplin Systems (UK)

Agenda What is CRM Why a CRM Who is SugarCRM

CRM Customer Relationship Management

CRM CRM is about Customers

CRM CRM is about Growing and Retaining Customers

Demand Generation

Lead to Cash

Customer Life Cycle

Keep Your Customers Happy

CRM – 360 Degree View Sales Marketing Support

For You, The Business Manager Who Needs To Better organize sales process Integrate campaigns Improve customer support Automate customer interactions Gain & retain more customers

Because You Want Focus on selling, not data entry Automate your sales process Solutions fit your goals Visibility and predictability A cost competitive solution

SugarCRM: The World’s Fastest Growing CRM Company Business Leading provider of Open Source CRM Software Founded April 2004 in Cupertino, California Europe Head Office in Munich, Germany IBM Global Alliance Partner Market Traction Award winning products 3 rd largest global CRM Provider 1M users, 80,000+ organizations 400+ partners on five continents Fastest Growing 118%+ billings growth Q over Q > 11 Million downloads 2,500+ New customers in 80 countries Leader Position in CRM for Midmarket - June 2010

Value Of SugarCRM Solve your business issues Understand your goals Fit around your processes Help from local partners Invested in your success

We Believe in Putting the User First

We Believe in an Open Cloud

We Believe in an Open Ecosystem IntegrationsSocial CloudMobile SugarCRM Open Ecosystem

Flexible Intuitive Open SocialMobile Cloud We Believe in them Because

Key Customer Benefits Brings YOU a simplified UI Works the way YOU work Integrates with YOUR environment

Key Customer Benefits Access from any device, anywhere Integrates with popular social media and cloud connector framework Freedom of deployment

Advanced CRM for small and medium-sized businesses $30/user/mo Advanced CRM for businesses with offline mobile requirements $45/user/mo CRM for the most demanding business $60/user/mo Ultimate CRM solution for the global, mobile, social business $100/user/mo 4 Subscriptions

Sugar 6.5 Release End User Benefits Delivering a better user experience Navigation with full text search Updated Calendar with new iCal and Outlook integration Speed and performance improvements Enterprise Benefits Extended Sugar Logic business process capabilities Additional support for IBM software and hardware Platform and architecture enhancements Scalability improvements

Solution Components Sales Marketing Support

Marketing Automation Campaign management Web to lead capture marketing ROI measurement Social media

Sales Automation Customize sales stages Team selling Forecasting Products, quotes, contracts Sales process automation

Customer Service Automation Support cases Bug tracking management Knowledge base Customer self-service portal

You Are In Control Global, Mobile, Social Open Cloud Your Data is Yours No vendor lock-in Reporting and Integrations

In Summary CRM is about Growing and Retaining Customers Marketing Sales Customer support SugarCRM is CRM Made Simple Sugar fits around your processes Offers suite of business solutions That are flexible, intuitive and open SugarCRM Puts YOU in Control Open cloud Your data is yours No vendor lock in