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Having 5 different locations to manage all your marketing needs is confusing if nothing else. Your social media in one place, lead generation in another and email marketing as well. It’s no wonder you're struggling to keep track. And the reporting, oh that’s a whole other kettle of fish. It’s laborious to compare marketing channels to figure out which offers the best return of leads and engagement. But what if everything could be stored in one location? You could see at a glance what each of your leads has been doing.

 

As marketers, we can dream. It helps with the creative process after all. CRM gives us that opportunity, to manage all our marketing needs under one roof. But it’s not all about having one view for everything (although that is the main benefit), an almost equally important outcome where everyone is working from the same place. Access to all the necessary information when it’s needed, with multiple teams updating uncovered contact data.  

 

Channel your focus

 

With the potential to integrate every aspect of your marketing, the reach is far greater than simply email. Bring your marketing automation software into the equation to simplify the marketing process.  

 

  • Email: integrate your email marketing so you know what campaigns each contact has been sent, their opens, clicks and undeliverable status.  
  • Social Media: logging in separately to each social media channel takes precious time. Time that could be better used for crafting the perfect email. Record who has clicked on which post, all from your CRM.  
  • Events: they take a lot of work, but events are integral to proving you’re the top of your field. Take some of the load off by automating your event. Obviously, keep an eye on it, but let CRM record who’s booked, attended and follow up afterwards. 
  • Website Activity: Record where a lead is clicking on your website and when. Get lead scores so you know exactly how engaged leads are at all times.  

 

Transparency for collaboration

 

Having a singular view in which everyone works from promotes transparency across departments. Employees can see how each team contributes to the lead generation pipeline and beyond. With everyone pulling together the information they gather, future interactions become more personalised than ever.  

 

Data fluidity

 

Moving from one department to another can be frustrating for the customer and the teams involved. With CRM, miscommunications are reduced. Each team has access to all information the other holds on a contact. Handovers are easier, take less time, and require fewer documents to be passed across.  

 

Align departments

 

Sales and Marketing ultimately have the same end goal: for sales to see what marketing has sent to nurture a lead, and how the contact has responded. Marketing can identify web visitors and what they’ve been looking at to inform sales engagement. What’s more, marketing can create CRM lists which prioritize leads based on their engagement, so sales knows who are the top targets to focus on. And if sales can’t get through to a lead, they can put the contact into a marketing workflow to warm them up until they’re engaged enough for sales to step back in.  

 

Working together from one view can promote departmental cohesion, understanding and agreement. With CRM, you have the ability to make the process about the customer, while also making each team’s life easier. A small bonus from an already great system.

Want to know more? Contact Lauren King at lauren.king@communigator.co.uk. or discuss this blog with other members of the SugarCRM community, please visit the SugarCRM Partner Corner.

A Customer Relationship Management (CRM) solution has become an essential part of the business toolkit. It can accelerate sales and cement your relationship with customers. So why hasn’t your sales team jumped in feet first? The fact is, most CRM projects fail because of an issue in organizational structure rather than technology.

 

A CRM is most effective when adopted by everyone. You need to get all of your employees onboard, and to do so you need to understand their hesitations with utilizing the CRM system itself. Once you have an understanding of their concerns, you can then work on improving your adoption rate.

Here are some reasons why they may not be ready to use your platform:

They Don’t Know How to Use It

 

Any new technology, no matter what it is or how easy to use, has a learning curve. It is important to give your teams the education they need in order to use the software effectively. To do that, invest in proper training so that your employees have the knowledge they need to use the system effectively.

Often times the sales team can view a management CRM as a roadblock to them completing their tasks. Training and education can help them to fully understand how a CRM can make their jobs easier. Make sure that the training relates to their sales process so that they can see how it can be applied to their typical day.

The CRM Isn’t Properly Aligned to The Sales Methodology

 

Sometimes even when your sales team knows how to use the CRM, they still will not--and that’s because it does not match their sales methodology. A lot of CRM solutions come with preset processes and functions that may not match up with their existing workflow. Further, each salesperson may have a specific way of doing things, so presets become another hurdle.

In order to remedy this, make sure you choose a CRM that is both flexible and customizable. You need to be able to adapt it to your company’s processes, and it must be flexible enough to assist each sales person with their own individual style of working.

The Data Stored in the CRM Isn’t Useful

 

When it comes to a CRM’s usefulness, the relevance of the data it stores and provides is key. Bad and/or outdated data can cause havoc, discouraging your sales team from using the CRM system.

In order to maintain your CRM’s integrity, make sure the data is cleaned regularly, implement features to standardize your data and use data duplication removal tools. Consider assigning a CRM manager to ensure that the system’s data is up to date, relevant and high quality.

The bottom line is that CRM effectiveness comes down to communication. Get your team on board by starting the conversation and create an atmosphere where you team isn’t afraid to ask questions and be educated. This will help you extract maximum benefits from your CRM and propel your business toward success.

Congratulations, you’ve found the perfect CRM platform for your business. But don't celebrate yet!  According to a recent McKinsey study on change management, companies with no or poor adoption plans saw 35% return on investment (RoI) when compared to the 141% for companies with effective user adoption plans. W-Systems refers to this as The Valley of Despair, where the former scenario leads to losses and prevents businesses from realizing the full value of their CRM. So what's the solution? After conducting research and consulting with W-Systems CRM experts, a consistent theme arose: the value of stakeholder engagement.

In this blog post, we will outline how identifying and engaging your stakeholders may be key to avoid striking out.

man falling with bowling ball

What Are Stakeholders?

Stakeholders are the individuals in all sectors of the business that are invested in or affected by the CRM system’s success. They are the people who care (or should care) about the final results. Engaging your stakeholders, understanding their needs, and utilizing their knowledge can be invaluable in improving the user adoption process.

Identifying Stakeholders and Their Needs

This is not always an easy task. Often the person you assume would care the most is not always very informed or invested in the reality of the platform in use. For more clarity, I spoke to Chris Meyer, one of our Consulting Managers, for tips on identifying stakeholders. Here's the gist: to identify stakeholders and champions, you need to know who to ask. It is important to have a point of contact within each department that can connect you with the right people. Moreover, don't be afraid to utilize and find resource connections outside of the org chart. Stakeholders are likely embedded in the company and can take on responsibilities outside of their specified titles or duties.

"Stakeholders are the people who care about the systems final results." - Chris Meyer, Consulting Manager

Once you define your stakeholder groups, you need to identify each group's unique needs. Here are some guiding questions to help you assess and identify your stakeholders and their needs. Ask yourself:

  • Are your stakeholder groups aware of this project? 
  • If so, how aware are they? 
  • How committed are they? 
  • How big of a risk is it if they are not engaged?

Assign Champions From Each Department

You have most likely heard buzz words like sponsors, ambassadors, and champions when referring to successful CRM adoption. These “champions” are the respected influencers within each stakeholder group that are both invested in the success of the CRM project and actively rallying their peers. For example, an ideal sales champion would be the top performing sales executive, because they are often well respected and invested in seeing positive results. 

Katie Liesmann, our Marketing Manager, suggests that it is even more important to get at least one stakeholder involved from each department, especially in the areas of marketing, sales, support and IT. Selecting representatives from each of these areas is essential to maintain the communication and collaboration necessary for smooth CRM implementation.  Moreover, these people can take responsibility for keeping stakeholder groups engaged with frequent and consistent updates.

"It's really important to get stakeholders involved from every department. These people can be your 'champions', and not only can they advocate for their team and what their needs are, but they can also help encourage people to use the system once it's deployed because they are invested in it." - Katie Liesmann, Marketing Manager

Executive Sponsors

Engagement from executives and management is also essential to CRM success. Executive sponsors should be your biggest champions. In addition to taking on financial and business responsibility, executives are responsible for motivating and guiding the team. David Newberry, one of our Customer Success Managers, stated the following: “Executive leadership and culture can solve the majority of the issues. I see this in our customers all the time. A good CEO will look at a CRM, and if they do not see the controls they want, they will look to implement them. CRM is only successful from the top down.”

Thor and Loki

Bonus Tip: Get Help!

Above all, it is vital to seek help from consultants and experts that can assist you in organizing your CRM implementation plan. According to I-Scoop publications, the role of CRM consultants is to assist project owners with change management processes, ensuring collaboration between internal and external parties, and to coordinate all aspects that are needed for CRM success. They argue that finding the right partner to assist in the process can be more important than selecting the CRM solution itself. If you incorporate this tip you can easily avoid the Valley of Despair and head down the pathway to success. To learn more about how bringing on a CRM consultant can ensure CRM success, visit our website.

The Sugar Mobile Software Development Kit just got a sweet new upgrade with wealth of new features. Those familiar with SDKs in general know that it allows developers and organizations to build native, or "responsive" apps for mobile. It connects with the Sugar instance and gives you a framework to create apps with tailored functionality. We’ve broken down all the features of the Sugar SDK in a separate post if you´d like to read that, but what do you get in Sugar Mobile 7.0? A number of performance enhancement functionalities build upon the existing cutting-edge features to pave the way for a more robust and inclusive mobile experience.   

Here´s a look at the features that are present in SugarCRM Mobile 7 that make it a cut above the rest.

Download Quote as PDF

Quotes can be downloaded as PDFs using available PDF templates in the Sugar platform. These PDF templates can be created by the system administrator for end-user; the process is very straightforward. Head on over to the “Options" icon in the top right corner when you’re in the Quotes module and viewing a record. You’ll notice new options for each PDF template available. In this instance, the two available PDF templates are “Quote PDF” and “Invoice PDF”.
Sugar Mobile SDK

Clicking either "Download" button will open the PDF in your system and you can choose to save it from there. The Download Quote PDF functionality is compatible with Sugar versions 8.3 and above and only works on Sugar Mobile.

Filter by Reports with Charts

In Sugar Mobile, you can select and filter the reports with charts. Simply tap the filter button to select the search filter for charts and that’s it. This selection is saved and displayed quickly when you return.

Offline File Attachment

In Sugar Mobile, you can easily attach files to records in a number of formats, provided the record has an option for attachments. If you decide to upload a file, it will be viewable by other Sugar users. However, in the latest Sugar Mobile, Sugar users can attach images and files (.pdf, .txt, .xls) to records in offline mode as well. This is an amazing new functionality that is worth its weight in gold for sales departments. Stable internet connectivity is seldom assured out in the field, but with this new feature, you can attach files and queue them up until the connection is restored.

Attaching files is simple, simply head on over to the “Options" icon and create a Note.

Sugar Mobile SDKThen click on the “Attachment” icon and select the file to attach.

Sugar Mobile SDK

 

While we´re on the topic, here’s a look at what separates Sugar Mobile from the rest of the pack:

Sugar Mobile SDK

 

Rolustech has leveraged the Sugar Mobile SDK to create a number of different features and functionalities for Sugar Mobile to help clients implement mobile processes as needed. These Sugar Mobile SDK customizations have been built directly on top of the Sugar SDK; here’s a look at some of the out-of-the-box features we’ve implemented.

E-Signature Functionality

The E-Signature functionality in Sugar Mobile lets you use your mobile canvas to craft a signature and use it to verify and approve documents on your Sugar platform. The e-signature is legally approved and binds you to a contract, similar to a regular signature, but with the added benefit of knowing when a document was opened and signed. Here’s a look at how it works in Sugar Mobile.

After the SDK customization is implemented, simply head on over to any module. In this example, we’re going to the Leads module.

Sugar SDK Customization

Open the “Options" tab from the top right and click on "Signature".

Sugar SDK Customization

This will take you to a canvas where you can use the native touchscreen functionality to draw a signature, as in the example below:

Sugar SDK CustomizationClick “Save” when you’re done and your e-signature will be on its way.

Sugar SDK Customization

Other Features to Consider

You can have any number of fields auto-populated on Sugar SDK to improve business productivity. With auto-population, you can display multiple versions of an action depending on how the user behaves. In the case of a questionnaire, subsequent questions can be associated with previous questions and a dependency relationship can be implemented; i.e. Option 2 will only appear if the user responds to Option 1 with Option B. This is one example of how Sugar SDK customization can help you auto-populate fields.

Theme-related customization in Sugar Mobile helps businesses truly make software and applications their own. Custom themes help with adoption and adaptability and bring uniqueness to your platform. All of this makes perfect sense from a branding perspective, which is why more and more businesses opt for a custom theme on Sugar Mobile.

Business logic is another aspect that is distinctive to each industry. It encodes practical business rules and replicates them on your platform to ensure that data is created, stored, and changed according to your requirements. Your Sugar SDK Customization can then translate these sets of business logic in Sugar Mobile to improve productivity and efficiency. Rolustech has done a number of business logic implementations for a range of different industries; get in touch if you’re looking for a Sugar SDK Customization or Integration.

June 1st marked the 15-year anniversary of SugarCRM, so we have dedicated the month to reminiscing on our experience alongside SugarCRM. As one of their very first Partners, and the SugarCRM 2019 Global Reseller of the Year, we wanted to share some of the reasons why our W-Systems employees love both SugarCRM platform and Sugar employees.

Below you will find 15 reasons why we love Sugar featuring some of our employees from sales, professional services, development, support, and marketing.

 

Here´s to 15 years and many more to come, SugarCRM!

 

With Love,

 

Reason #1: Tracking Support Cases to Help our Customers

Sugar keeps the support team on task and provides tools for tracking support cases to help our customers. With Sugar, we can schedule follow-ups, keep accurate notes of what was done, see links to important resources, and create custom reports and dashboards to fit each Support Specialist's specific needs.

 

– Fred Block, Support Specialist

Reason #2: Personal Interactions and Relationships

I love the ability that Sugar allows both W-Systems and our customers to build personal interactions and relationships. Software is great, but the fun comes from the relationships we develop with customers and the opportunity we get to improve their lives. 

 

"I once worked for a CEO that said our job was to change the world. At first glance, that´s a pretty bold statement until you realize if I can make this better, then the task gets done faster and perhaps the person is able to go home earlier, eat dinner with their family or make it to their daughter’s softball game. That is how we change the world, and Sugar allows us to do that every day."

 

– David Newberry, Customer Success Manager

Reason #3: From Small Businesses to Enteprise, Sugar Can Do It All

What I love about Sugar is that it allows us to meet customers where they are: on their own turf.

  • Small businesses that need opportunities and pipelines? Easy! ✅
  • SMBs that want sales, service, and a custom module to manage events? No problem! ✅
  • Large multinational global firms that need automation, integration, and sophisticated user roles and teams?Can do! ✅

Sugar gives all our customers a "home field advantage."

 

– Chris Meyer, Consulting Manager

Reason #4: Sugar is the Heart of our Marketing Department

I love that the heart of our entire Marketing department is found within Sugar. Normally you would hear this from sales, but not marketing. Within Sugar, I manage all KPIs and lead generation activities, content and event calendars, campaigns, social metrics, customer satisfaction reviews and so much more. I love demonstrating our marketing workflow and having prospects tell me, “We want the same thing!”,  because it reaffirms that what we are doing is something special, and worth duplicating.

 

– Sarah Friedlander Garcia, Director of Marketing

 

Reason #5: Limitless Sugar Customizations

From my point of view, the most beautiful part of the Sugar application is the fact that there are no limits to customizing it. As long as you have the technical prowess, the sky’s the limit!

 

– Bogdan Cataron, Development Manager

Reason #6: User Interface and Easy Navigation

As a new Sugar user, I find that the interface is very user-friendly and easy to navigate. I could quickly locate and identify the areas and tools that are useful to me. I also appreciate Sugar’s open source roots that have allowed us the ability to customize and create tools that are uniquely functional for each of our customers.

 

– Vanlexus Franks, Marketing Intern

Reason #7: Managing New Change Control Documentation in Sugar

I love that as we grow as an organization, Sugar grows with us and helps us run every part of the business. For example, while implementing ISO 27001, we were able to manage new change control documentation requirements fully within Sugar.

– Christian Wettre, President

 

Reason #8: Partner-Based Feedback Helped Build the SugarCRM Mobile SDK

Here's one thing I love about Sugar: their ability to collaborate with partners. When they were reworking their mobile app, we were able to work with the SugarCRM Mobile Development Manager on the benefits of Sugar customizations. As a result, they delivered the SugarCRM Mobile SDK, which enabled us to build wMobile for SugarCRM!


– Ionut Tonita, Director of Development

 

Reason #9: Sugar’s REST API Makes Data Integration Easy

I love that data Integration with Sugar is a straightforward process thanks to the easy-to-use REST API, which provides useful endpoints for accessing data and metadata. Also, the bulk REST API is very powerful when you want to send large amounts of data to Sugar.

 

– Dan Ciobanu, Director of Development

Reason #10: Module Builder Turns Sugar Into a Multi-Departmental Tool

I have always loved Sugar’s Module Builder, which allows customers to extend the application far beyond the realm of sales without having to write any code.

 

– Seth Howell, Client Manager

Reason #11: Innovations of the Past Translate to Those of the Future

I remember when I first used Sugar back in 2004, and I had never seen a drag-and-drop interface on a web app. I was blown away by that being able to move dashlets around the dashboards by simply dragging them and also placing fields on the layouts the same way. Sugar has continued to be an innovative product over the years, and I love that I am able to work with an application that continues to think of new ways to make the experience better for CRM administrators.

 

– Pat Pawlowski, Senior IT Specialist

 

Reason #12: Help Me Work the Way I Want to Work

What I love about Sugar is that it helps me (and potentially all Sugar users) do my job easier and better via efficiency. Sugar gives me the ability to easily capture information that helps make my future customer interactions more relevant and timely. And Sugar gives me the information I need to prioritize my activities through custom reports and dashlets that I can easily create on my own to help me work the way I want to work.

 

– Kevin Reichley, Director of Sales - Central


Reason #13: SugarCon and the Expansive SugarCRM Ecosystem

My favorite thing about working with Sugar has been going to SugarCon (now SugarConnection), and other events they host each year. I love the energy at the events and seeing how expansive the SugarCRM ecosystem is with products, partners, and customizations.

(Be sure to take a look below at our highlight reel from SugarCon last year!).

 

– Katie Liesmann, Marketing Manager

 

 

Reason #14: Robust Dashboard and Reporting Capabilities

What I appreciate most about Sugar is its robust dashboard and reporting capabilities. As a user it allows me to manage teams of project managers, consultants, engineers, and support specialists as they work to deliver dozens of complex projects across our entire customer base. This ranges from a single dashboard that gives a solid overview of our entire operations, to the most granular level of a single hour of time logged against one of our projects. As the Director of Professional Services for W-Systems, it allows me to uphold the promise to our customers that we can deliver the same incredible solution for them.

 

– Damon Hurd, Director of Professional Services

 

Reason #15: Custom Calendars, Detailed Analytics, Documentation and More!

 

The fact that you can take Sugar far beyond the realm of sales is something you won’t get from many other CRMs. Custom calendars, detailed analytics, document automation, and so much more—I think that what I love the most about Sugar is that is has enabled W-Systems to develop amazing customizations and integrations and grow as a business.

 

– Paul Scondac, Marketing Manager

Every business relies on tasks, calls and meetings as well as key dates and deadlines to develop successful and profitable relationships. Sugar is a fantastic tool that helps to collect and manage all your customer data.

 

The flexible structure of Sugar data allows for creating tasks, calls and meetings related to any CRM object, both standard (Account, Contact, Task, Quote, Opportunity, etc.) and custom.

 

Sugar Studio allows easy adding of new date-time fields into regular or custom modules where needed. In addition to standard fields such as “Opportunity/RLI expected close date” and “Quota valid until”, you can add a set of useful key dates such as the following:

  • Return to target – Renewing the contact with a prospect who asked you not to disturb them for a set period of time
  • Opportunity postpone until – Do not disturb the customer during the requested period of time
  • Covenant check date – Ensure all agreements were completed in the agreed time
  • Invoice due date – Receive money according to contract terms
  • Subscription renewal – Continuation of subscription with an existing customer
  • Contract renewal - Renewal of the contract for a new term
  • Expected NPS survey date – Collection of important customer feedback

 

Of course, every company is unique and has its own set of key dates and deadlines. However, each company faces the same challenge: the more of these they utilize, the more they need to see all these dates in a serial stream alongside planned activities. This is regardless of what CRM entity they were planned with or placed in or which CRM user or information system have issued them.

 

All of the above drive one key immutable aspect of our daily lives: when we plan our day or a particular visit to the customer, when we review our pipeline or prepare a marketing campaign, and, of course, when we answer an unexpected customer call, we need the right data. The Sugar add-on Need ToDo Viewer makes this simple by monitoring activities and deadlines of all related entities at any level where you need them: the main dashboard, a list view or record view.

You can see not only key dates but also a business-oriented description that helps you to derive maximum information without digging into details. This may be the status of a task or a meeting address with an active link to Google Maps, a sales stage of opportunity or its total amount. It’s up to you; the configuration options are numerous.

 

Better awareness leads to fewer mistakes; fewer mistakes lead to more efficient planning. All of this together contributes to higher overall efficiency in CRM users’ work. Automatic display of data-related entities significantly saves time and facilitates their work, which positively impacts user adoption.

 

See? Isn’t that simpler?

 

Would you like to see the above in action? Click here for the webinar replay.

Surely by now, you’ve conducted many surveys using trial and error. Every time you send one anticipating a certain number of responses, more often that not you end up disappointed. The bitter truth? People don’t like filling them out. Even if they start a survey, most of them abandon it halfway if they find it long. After all, what’s in it for them?

 

But for you, their responses are crucial in achieving your sales targets. Asking the right questions in a survey can enhance solutions as well as your brand value, but to turn this scenario into a reality, increasing survey response rates is a must.

 

Let’s look at how you can do just that.

 

Maintain Transparency

 

There is nothing wrong with displaying the final outcome of your survey. We’d actually suggest doing so. This way, you provide an opportunity for customers to better know you and your brand in depth. This works best if you are planning to conduct a series of surveys to improve your services or product. Responders would be happy to help you out by filling out surveys knowing they are getting better products as a result.

 

If you are using Sugar, then you can directly send surveys from your CRM using the Sugar CRM survey module. Using this tool, you will be able to create interactive reports to better comprehend and utilize your data.

 

Include Incentives

 

Let’s be honest: incentives work. Everyone likes getting something in return for helping others out. Incentives are a great way to work cross-sell or upsell your products, too. Offer them a free membership, an extended product usage period, free access to your other products, or even financial rewards such as gift cards if your company policy permits and you are in a position to do so.

 

Respect their Privacy

 

A year ago, GDPR took effect, and it changed our perception of how we can collect customers’ data. Now more than ever, customers are concerned about their data and privacy. Even more reason to use the SugarCRM survey tool, which offers GDPR compliant survey forms. This way, users know their data is safe and can not be used anywhere without their consent.

 

Reduce their Hurdles

 

When conducting a series of surveys, it is important to use a data pipeline feature which is provided in major SugarCRM survey modules. Using this feature, you will be providing users with pre-filled survey forms, reducing data entry on their part. For example, if your survey has five questions and two of them are their names and numbers that were provided in a previous survey, then you can send them pre-filled surveys.

 

Less equals more!

 

Maintain Relevancy

 

Your responders don’t want to answer questions that are not relevant to them. A simple example might be when you pose a question for finance as well as the IT industry in your survey. If the person identifies as finance, the next question should be finance-related. You can apply skip logic here which helps you set the chronological order of questions and assists in making your surveys more relevant and interactive.

 

Mobile First!

 

It’s widely known that people spend most of their consuming content via mobile devices. As a result, your survey needs to be mobile responsive. It doesn’t have to be extensively graphical to be appealing to them, either—keep it simple and easy to use.

 

Conclusion

 

Surveys are meant to be simple. A good survey response rate is 85% (43 responses for every 50 surveys sent.) Keep the surveys short and on-point to up your response rate. And to really take your survey game to the next level, utilize Sugar CRM survey tools and plugins with features like data-piping, skip logic, etc.

Good luck!

CRM (Customer Relationship Management) was built with an intent to keep all the customer data at one place. Aiming to make some of the business operations smoother and streamlined. But we all know how CRM has become more than just customer data storing software. Now, you can conduct almost all of your business operations with CRM and there is no bar set for its advancement.

 

Sugar, a CRM which is widely adopted by approximately 2 million users around the globe, is continuing the advancement in the CRM industry one step further. Sugar recently hit a major milestone with the release of Sugar 9. All the new advancements are developed with one goal in mind: Business-Acceleration. They want a smooth for their users and provide them with a powerful platform to collaborate. Their users will now be able to understand communicate effectively with their customer data resulting in better, informed and quick decisions.

 

Sugar developed Sugar 9 keeping these three business accelerators in mind: Collaborate More, Know More, and Do More. Sugar 9 sounds really promising and is worth upgrading to. But first, let’s dive deep to understand this launch properly.

 

Here is what’s inside it:

 

Collaborations:

Communicating is critical. Especially when it is with your customers. In the new Sugar 9, you can now leverage their enhanced email features and make use of group outbound emails. On the other hand, there’s a comment log which enables you to have searchable conversations associated with specific CRM records. Plus, they have introduced the emoji support throughout Sugar in order to enhance the way you communicate with your customers and vice versa.

 

Deep Analysis:
To help make decisions faster, Sugar 9 has increased the number of re-usable reports which you can as the basis for your personalized reports. You can include a ton of visuals in your reports to present data more accurately. Plus, you can export these reports as CSV as well. Additionally, they have integrated Pendo. It helps to make decisions easier based on the whole data without any direct access to customer’s confidential data.

 

More Opportunities:
In the new version of Sugar 9, you can manage and customize quotes, their description, and shipping information with their all-new upgrade-safe capabilities. Secondly, sellers can utilize Product Catalog Quickpicks Dashlet to add their most frequently quoted line items to quotes. Other than that, you can fill out and send email templates on updates records with SugarBPM engine’s newly added features.

 

Other than these, other updates include added platform support, and most importantly the developers have improved the overall performance of Sugar that allows you to access your information more quickly!

 

To leverage the new capabilities of Sugar 9 you can make use these products which are already compatible with Sugar 9.

 

Survey Rocket: This Sugar CRM survey plugin help you modernize your way of conducting surveys. It’s a one-stop survey solution as you can manage and run your survey campaigns from the CRM itself.

 

Trash Bin: With this product, you can easily restore the deleted CRM data whenever required. Other than that, it sends you notifications whenever there is an event of deleting the data.

 

Dynamic Login Screen Pro: To get customized login screens on your CRM login screen, you can use Dynamic Login screen pro which is now compatible with Sugar 9.

 

There are many other upgrades offered with this update which you can check out here.

The modern Customer Relationship Management (CRM) System is becoming increasingly more prominent in today’s workforce. It stores and analyzes your data providing you with insights into your next steps so that you always put your client first. To do this, remember that a CRM isn’t just a tool for the sales team, it needs to be adopted by all departments to be most effective. That means sales, marketing, customer service and management should all be collaborating and contributing to your CRM. However, when it comes to customer service a lot of companies have a huge blind spot. It exists in their business process and even their CRM data. It’s the call centre.

The call centre is a central part of customer service. Not only does it have the most contact with your customers but it has customer contact at pivotal moments. Customers call when something goes wrong, when something isn’t working, when they have a grievance of some sort or simply when they need some information. How these calls are handled are vital to overall customer satisfaction and retention.

As a result, it goes without saying that such a key role should be provided with every tool necessary for success in order to keep your customers happy. However, this branch of most companies often gets neglected. Stop that today by applying your CRM to your call centre.

Here are some ways in which a CRM can keep your call centre on top:

Customer Profiles

CRMs arrange your captured data into profiles. They list customer information all in one place:

  • contact information
  • social media accounts
  • purchase history
  • engagement activity
  • communications with your company

It stores a wealth of information and this pertinent data becomes increasingly valuable with each customer service interaction. When a customer service rep knows exactly who they are talking to as well as their history they can anticipate needs and arrive at a solution much faster. This data driven approach eliminates the need for customers to re-enter information that your company already has thereby increasing customer satisfaction.

Tickets

With a CRM you can implement a ticketing system. This means that every issue is logged under its own unique ticket. From there every communication, action and resolution associated with that issue can be logged under that specific ticket. That way call centre reps know exactly what the issue is and what was done before so that they don’t repeat steps and instead can quickly get to the next solution. It is also a valuable tool for historical purposes. Tickets can be logged under a customer’s individual profile to keep account of all of the issues they have had in the past.

Mobility

Mobile phones have revolutionized the way we do business. Not only does it allow customers to purchase from wherever they are, but businesses have had to adapt to provide messaging that is compatible with these devices. Further to that, mobile devices have allowed businesses to implement multimedia into their customer service platforms. Customers can now provide images and videos when contacting customer service. By leveraging the actionable data that smartphones provide companies can then enhance the conversational experience between them and their customers. The potential that comes with the mobile phone is so great that many companies have even opted to include a customer service feature in their own mobile apps.

Automation

We have all heard the keywords associated with CRM like machine learning, artificial intelligence and even deep learning, but the goal of each is to provide intelligent automation. With this you can increase your call centre’s effectiveness and identify opportunities where your call centre can improve. For instance, something as simple as queuing customer calls. Getting calls routed to the right queue the first time gets your customers helped, and on their way, faster. You want to ultimately guide your customers to a resolution as fast as you can and automation is the way to do so.

Your call centres shouldn’t be a blind spot, they are opportunities to turn a negative customer impression into a positive one and should be handled with care and attention. Implement a robust CRM that keeps your call centres operating at maximum efficiency.

CRM aka customer relationship management software enhances your brand's relationship with your customers.

 

In today's information hungry and want everything on fingertips age, it's important to understand your customers first. Because then only you will be able to serve to their delight otherwise you wouldn't be able to keep your customers for a longer time.

 

Once you understand your customers and their behavior, you can utilize your CRM to manage all customer-related information including their personal information, all sorts of interactions, etc.

 

With every shred of data stored at a single place, it will be easier for you to automate and personalize campaigns, nurture the lead cycle, enhance the communication between your customers, etc.

 

Whatever you strive to accomplish, it's dependent on how well you know your customers.

 

And surveys can be the best way to know your customers and take advantage of your CRM systems. CRM and survey is the best combination for enhancing the capabilities of CRM and expand your market reach. It helps you build strategies to make a win-win situation for business and customers.

 

Here is how a survey plugin can help you get the best out of your CRM and its data:

 

Lead Capturing & Enhancing:

 

Ever wonder why customers show interest in your products/services? What exactly caught their attention?

 

Surveys can be the best way to get such answers.

 

While conducting surveys you could ask some of the basic questions like personal information, their company size, budget for your services, their position in the company, areas of interest, and other predefined questions which might indicate their stage in the sales funnel.

 

This is also a smart way to keep your CRM customer data up-to-date which is one of the essential elements for any business. Moreover, any additional data on customers can help you bifurcate your customers in various segments of the sales funnel. Plus, it is easy to cover the users who are not into your CRM with the sharable surveys. This way, you can brodern the survey reach and can add new customers your business bubble.

 

CRM Survey tools can help you shorten the duration of your sales cycle and hence increasing the profit margins.

 

Pro Tip: While you send surveys to your customers to update their personal information and their requirements, objectives, make sure that you send pre-filled surveys with already available data using data piping feature in survey modules.

 

Optimized Feedback System:

 

There are important touchpoints in the customer lifecycle where you need to seek customer’s response. And surveys are the best way to do so. Surveys have been a huge hit with the companies which give more weight to customer satisfaction. These surveys can be a great way to generate fruitful results from the collected feedback.

 

By integrating SugarCRM survey module to your SugarCRM, you can define a set of questions for various types of surveys to be sent at major events. Those touch points can include post-purchase, after customer service, upon renewal, and even after cancellation.

 

When you pay attention at multiple points you can enhance the quality of the customer journey. It might strengthen the weak points your customers face which can add delight to their satisfaction. This step would allow you to create personalized plans for sales, customer success, support teams, and marketing teams to understand and target the customers efficiently.

 

With such feedbacks, you can easily set performance benchmarks for your teams to achieve making your organization an effective ecosystem where everyone is on the same page.

 

Transparency on Customer Behaviour:

 

A smart and automated approach to tackle your customers’ response is through surveys. If you get a negative response from your customers, you can send an automated email which says “How can we help you?” The sooner you respond to their negative feedback, the easier it is to reconstruct your brand image with them. Also, the customer would think twice before leaving your brand.

 

You can set key indicators to help you bifurcate them before sending out surveys. When a customer is done filling out the contact forms or surveys based on the gathered information, your sales team can send out a personalized response. And if the data indicates towards the bigger budget client, you could simply make some extra efforts to identify the possible business opportunities.

 

In short, when there is a sensible data in your CRM, your customers feel like you are conversing with them every step of the buying cycle.

 

Accurate CRM Data:

 

When it comes to Surveys, it helps you declutter your data at a larger extent. To do so, the key here is to conduct net promoter score surveys from your CRM. It is a great way to quantify your efforts and make sure to identify opportunities within your existing customer base. In Net promoter surveys, you identify any company’s happy as well as frustrated customers and further you can take actions accordingly.

 

You can collaborate with your support team & pre-define the emails/messages that go out to your customers based on their responses. For example, if the customer had a negative experience, your sales team can send them a support email. The same way you can ask customers to post a review if they had a satisfactory experience with your services. This way you’ll get great data to help you understand the quality of your services and how your business is doing in the market.

 

By sending NPS surveys through your CRM software, you can easily detect the promoters and detractors and set an action course accordingly. If a promoter is identified, your CRM can automatically request the customer to post a positive review on the site of your choice. In addition to setting internal benchmarks, the ubiquity of NPS surveys means you get to chase industry benchmarks.

Get the most out of your SugarCRM

Every company’s need is different. To make sure you manage your data in a better way, combine your business with SugarCRM survey module to effectively gain insights and opportunities for your business.

Customer Engagement is a huge word. And when you ask the business owners about what it means to them; they will come up with different responses. Not just that, they will also regale you with stories about their experiences with customers and their struggles to offer impeccable services. Well, just because such stories are enticing, does not mean they are an epitome of offering customer services. In today’s times, it is important to enable your customers to resolve their issues on their mobile phones independently.

 

A study conducted by Microsoft in 2016 (Global State of Customer Service) proved that almost 90% of US customers like to use self-service customer portals. The biggest reason behind this is – they want the solution to their problems at the earliest. And they do not wish to wait for customer executives to get back to them.

 

So, if you adopt a customer portal, it enables your customers to find solutions to their problems on their own. Also, if your resource is apt, it is sure to keep your customers coming back. That too, without any reluctance.

 

CRM Customer Portals: A Perfect Resource for Different Purposes

Let us say you have a SugarCRM system and WordPress Content Management System. You would need SugarCRM WordPress customer portal. It can come of great help as it will enable your sales team to resolve tickets easily and offer an exceptional customer experience. You can also offer your customers with a knowledge base about your products/services and give apt purchasing opportunities. Some of your objectives for offering SugarCRM customer portal could be:

 

  • Displaying information about company
  • Providing product information
  • Sharing service information
  • Offering credit and finance information
  • Giving pricing schedules
  • Resolving queries through tickets

 

As most of the CRM portals come with an intuitive navigation system and user-friendly interface, they make it easy for your customers to find the information they need. Whenever they want.

Offer Excellent Customer Engagement with SugarCRM Portal

Sugar CRM customer portal is a blend of WordPress CMS and SugarCRM. It is a self-service customer portal that enables customers to create customized dashboards, generate tickets, update data, and find the information they want. If you are a SugarCRM user, you and your team can get an access to customer cases, meetings, calls, accounts etc.

 

Here are some of the major features of this portal:

  • Secure Sign-in – Safe login for your customers to the portal
  • Role based accessibility – Manage SugarCRM module accessibility and keep your data confined to WordPress User Groups
  • Module layout configuration – Create portal layouts for different modules in SugarCRM
  • Portal Customization – Give a name to your portal, choose themes/colors, set logo, and add a profile picture
  • Knowledge Base – Share your articles and other content with your customers
  • Access to Invoices and Contracts – Enable your customers to view quotes, contracts as well as invoices. (Downloadable in PDF format)

 

Who All Can Use It?

Customer portal provides customizable options for different businesses to create their portals according to their domain/industry. All you need to do is share the specific requirements of your business and customers and the developers will build it accordingly. Some of its industry applications are given below:

  • Healthcare
  • Hospitality Industries
  • Ecommerce
  • Travel Industry
  • Manufacturing Industry

In today’s DIY era, customer portals can offer huge benefits to businesses and helps strengthen customer relationships. If you want to bring smile on the face of your customers, it is the right way to go. And there is one for every business out there. All the best choosing one for yourself! 

Growing your business is a worthy goal and more often than not, a must - if you aspire to get beyond that barely-getting-by level.

But doing that can be terrifying because so many things can go wrong. That’s why you need great allies in researching and planning your next steps in order to succeed. So what can you do to turn your business into the income-generating powerhouse you envision? 

The most important step in turning your prospective buyers into buying customers has to be generating leads. But this can be tricky! Reaching out to uninterested people that you know very little about and that don’t know you, can become demotivating. But thanks to Social Media and smart CRMs, you can easily build up a customer profile, efficiently qualify your prospects and follow-up in a timely manner. 
 
Here is a list of great ways to help you increase your lead response. All of them are being successfully used by us here at W-Systems and other businesses across the world, and if applied correctly, they can work for you as well.

let's do this gif

1. Integrate CRM with Marketing Automation

As a business owner, you know how important your customer relationships are to your success. The idea of integrating your CRM system with a Marketing Automation software is certainly easy to agree with. But is it that simple?

It’s common knowledge that the Sales and Marketing departments don’t always get along. Sales teams swear by CRM, while marketing departments swear by Marketing Automation. As they’re both critical to business growth, they just need a way to enable knowledge exchange and to do that, they first have to figure out a sales and marketing system alignment. 

By integrating CRM with Marketing Automation, users can transpose marketing leads directly to an actual revenue number. Successfully integrating their unique capabilities can be a game-changer for your company.  Once these systems begin working together, they will provide your sales and marketing teams with lots of powerful factors that will lead to your company’s growth and success.

2. Implement a Lead Scoring System

We mentioned above the importance of aligning marketing and sales. But how can you know the quality and value of each lead? Which leads should be prioritized and followed up immediately, and which need extra nurturing?

Enter Lead Scoring, the missing link between marketing and selling. Lead scoring allows you to assign a specific value to your leads automatically thanks to your Marketing Automation, and then make this information readily available to your sales team via your CRM integration. You can rank prospects using a score that indicates their perceived business value and susceptibility to buy, in order of priority.

Missing piece on puzzle

Lead scoring is only possible when both marketing and sales departments agree on the ideal definition of a customer profile, establish a list of characteristics that are most important for that target customer and assign values to them - like company location, company size, how they interacted with your content, etc.. Once this is done, marketing can focus on generating qualified leads and sales can work to close them. Lead scoring enables salespeople to turn their attention to higher-quality leads and reduce the lead response time. Pursuing qualified leads can increase sales productivity and enable better revenue for your business.

3. Setup Email Notification Workflows

Workflows enable users to automate repetitive tasks to help increase efficiency and ensure business processes are followed. 

email automation animation

You can configure your CRM system to send email messages to users when workflow-related events occur. Here are some examples of how you could use this: 

  • Notify the assigned user when their leads’ scores get over a certain value (i.e. the salesperson gets emailed when a lead's score is over 30).
  • Notify the assigned user when a new lead is assigned to them.
  • Notify an assigned user when their lead participates in a high-value event, such as attends a webinar or downloads a whitepaper. 

4. Automatically Log Calls and Emails in the CRM

In this day and age, communication is everything and everywhere. 

woman checking mobile phone

Figuring out how to use communications solutions with your CRM is going to not only grow your business but also improve your customer success.

Many CRMs come with telephony integration allowing users to make inbound and outbound calls and they also enable voicemail and email automation. You can now record and automate calls, emails, or calendar directly from your CRM allowing your sales team to spend more valuable time talking to customers instead. 

5. Track Lead Response Speed

How do you measure your sales follow-up? Is there a tool that allows you to track lead response time in hours? 

the answer is yes gif

The answer is Business Intelligence (BI)! BI solutions enable users to generate reports that benchmark how long it takes to follow up with a lead that has contacted you either by phone, email or by filling out a form. 

If you want to convert more visitors into leads, it is important to respond to them as quickly as possible while you are still top of mind. By measuring your lead response time in your CRM, you can see how your team is generating more leads, how fast they reply, and which messages convert the most prospects to leads. 

Now that you’ve set up a way to track how your sales team operates when it comes to following up with leads in a timely manner, you can easily adjust their methods. For example, if your team usually generates more leads during morning time or in a certain weekday, make sure they respond to your leads’ messages or calls on those exact hours.

Concluding Thoughts

Give all of these solutions a try and let us know what worked best for you. We are always here to provide you with more information and help you find an effective solution for your company's sales & marketing needs.

Even though we live in a world that’s dominated by rapidly evolving technology, plenty of businesses are still very skeptical about every new advancement. For instance, old-school tactics are surprisingly common in sales. These “traditions” include paper contracts, siloed recordkeeping, and in-person only interactions.

Meanwhile, companies that embrace modern sales technology see results that would have been impossible when using traditional sales tools. As a result, the organizations that insist on sticking to the old methods are quickly becoming obsolete.

If your sales teams is having trouble keeping up with the times, you’re in luck.

Here are 11 technology resources that will help your company greatly improve at sales:

  1. Use Your CRM to Improve Sales Funnel Visibility

 Most sales organizations have poor visibility into their sales funnels. This method can make it difficult to know where any given prospect is in the sales process. While this problem is very significant, an even larger one is that it’s much harder to identify bottlenecks that impact the entire sales process. By tracking the customer’s progress, a well-designed CRM can dramatically improve the overall visibility into your sales funnel.

  1. Level Up Your Team with Virtual Learning

The success of every professional is contingent on continuing education, and this fact is even more applicable to sales professionals. We’re living in a golden age of online classes, workshops, and webinars, and your organization has every reason to take advantage of it. If your team members need a little help with their cold-calling techniques or want to improve their closing rates, why not provide them with access to today’s best virtual learning tools? It’s certainly cheaper than a sales seminar, that’s for sure.

  1. Switch to the Cloud

When it comes to their customer and prospect data, sales teams can be pretty territorial. The idea of sharing that data makes them feel uneasy, as does uploading every detail to a shared platform (where it can be sliced, diced, analyzed, and reported on). But the benefits of a cloud-based approach include collaboration, real-time insights, mobile access, and other integrations. These advancements actually make sales faster and easier, and result in better prospect interactions and more closed deals.

  1. Invest in Data-Driven Insights

By the time most sales reps—or even most sales managers—notice a new customer trend, it’s usually too late to proactively respond to it. But when all sales data is available to be analyzed with the right tools, these trends can often be spotted early. This tactic allows looming catastrophes to be averted, and undiscovered opportunities to be exploited.

  1. Embrace Collaboration

The best people in your sales organization may never have the opportunity to be in the same room—or even the same country—at the same time. But by using collaborative tools, you can create a true brain trust of talented, capable people who can collaborate to accomplish tasks and tackle ideas that were once unthinkable. A well-designed CRM solution can allow your best people to tag-team problems, learn from each other, and improve results across the board.

  1. Lean into Video Conferencing

If you think video conferencing is just for remote workers, think again. By using tools like Slack, Skype and FaceTime, you can fundamentally change your business for the better. Instead of investing thousands of dollars in cross-country and international sales meetings, you can virtually build face-to-face relationships. Your teams can also be anywhere, meet any time, and instantly share documents and resources. Better yet, reps with colds can keep their germs at home, but still contribute to sales meetings.

  1. Refine Your CRM

Most companies treat their CRM implementations as a “one and done” kind of thing. They never take the opportunity to further refine their workflows and processes. However, even the best CRM solutions can benefit from the occasional tune-up. For example, a small annual investment in streamlining the user experience can result in serious ROI improvements, and it steadily decreases the costs for training new hires on an easier-to-master CRM.

 

  1. Adopt Mobile Sales Skills Tools

It’s hard to overstate the impact of the iPad in closing face-to-face sales deals. Today’s reps don’t need to dig around in a briefcase for the right contracts, then laboriously fill in the same details across multiple copies. Today’s field reps have everything they need to close the sale, right at their fingertips. The forms self-populate with customer data, and handy prompts show the customer exactly where to sign. Payment can even happen on-the-spot, which makes it that much faster for the rep to get their commission payment. Everyone wins.

  1. Automate Your Follow-Up Messaging

How many sales have been lost because a rep didn’t promptly respond to an email? By automating your follow-up emails, you can do more than send out the occasional reminder to a would-be customer. You can personalize replies, track response rates, utilize A/B test language, and do countless other things that will ultimately result in improved sales.

  1. Improve Customer-Facing Technologies

If your company has an online customer portal, don’t overlook its potential as a tool for driving sales. By tracking user actions, you can glean valuable insights about their needs. For instance, you can find out which products they’re searching for, and which pieces of sales and marketing content they download. This tactic can create more opportunities to cross-sell and upsell, and it can also help you understand purchasing cycles and buying priorities.

  1. Create a New Center of Gravity with CRM Integrations

Your sales team’s entire workflow is centered around one or two key pieces of software. For instance, perhaps everyone uses a shared Excel spreadsheet, or heavily relies on Google Calendar to manage their meetings. These tools are the “center of gravity” for your company. In many cases, they’re being used for tasks they really weren’t designed to handle. But by integrating these programs into your CRM, you can access all their functionality and use the right tool for the job.

Learn More

Have more questions about the best technologies for improving sales at your company?Contact Intelestream for a free consultation.

A major part of any CRM implementation is migrating data. This process involves getting input from multiple departments, creating processes, and (of course) your data.

Since migration is so challenging, it can be easy to get overwhelmed. But don’t fret. You can tackle migration one step at a time.

You’ll be able to navigate your way through the successful migration of CRM data by sidestepping these common pitfalls:

Data Pulled from Multiple Sources

Before you migrate your data, you need to identify where your data lives. So check in with all customer-facing teams, and find out where they store their data. This data might be in a CRM system, Excel files, Google Drive, Desktop, Dropbox, emails, or an old-school file cabinet.

Once you find all the data, you need to determine which location has the most accurate information. If you try to cobble together data from multiple sources, it could be a difficult undertaking.

Consolidation is a major task, and it’s prone to user error. It is possible to successfully navigate migration via this route, but prepare yourself for complications and headaches. Instead, figure out which source is the most accurate, and go from there.

Additionally, don’t make the mistake of setting up the new system like the old one. Remember, you’re making a change for a reason.

CRM Data Migration

No Clean Data

One of the most important goals of CRM data migration is having clean data, which involves detecting and removing any corrupt or inaccurate records from your files. Remember, your CRM migration partner is not responsible for cleaning your data; you are.

To correctly clean your data, you need to have dedicated team members who understand the process and have enough time to complete the task. It’s not just about finding the most accurate data source and transferring it over to the new system.

For instance, some team members may have logged a secondary phone number in the email address field because there was no other place to put it in the old system. If you transfer that information as is, it will end up in the wrong data field, which could lead to more confusion for your team.

So you can save yourself trouble down the road by allocating the time to qualified team members. Then you can take things one step farther by normalizing your data, which will create easier user input, easier filtering with normalized values, and generate more meaningful reports.

Lacking a Point Person

Who’s overseeing your data migration? Who’s in charge of making decisions? Sometimes, it’s the same person. Other times, a point person presents information to the decision-maker. Either way, you need to have a true CRM project manager who focuses on migration. If the CRM data migration is delegated to an undedicated employee, your timeline will keep getting pushed back. Even worse, it may never get completed.

Look for a candidate with the following attributes:

  • A passion for meeting deadlines
  • Appreciation for the project
  • Good management skills (time and people)
  • An understanding of the new system
  • Knowledge about the goals of the new system

Misunderstanding Team Roles

Once you establish who your point person is, determine who else is involved in the migration process. The project manager will be working with designated stakeholders, such as sales members and members of the IT department.

Many project managers factor in every possible stakeholder, but this decision is a mistake because it weighs down the project too much. You need to put a process in place that determines who the decision-makers are, and how much of a say they have.

Not Sticking to a Timeline

While there may be small adjustments to your project timeline, too many companies get into the weeds during their CRM data migration. Instead, go through your process, migrate your data, and go from there. You can keep things moving if you set short- and long-term goals.

Looking for more information on CRM data migration? Download our white paper today!

The first-ever survey was a census conducted in 3800 BCE in the city of Babylon. We’ve come a long way since then. Surveys give us measurable statistics of public opinion which would otherwise be difficult to make sense of. As business practices become more and more customer-centric, surveys become integral parts of decision-making.

Online surveys have optimized the methods of surveying to be better suited for the internet age. You can obtain critical information by offering small incentives to the person that you’re surveying. Surveys impact everything from the market research to day-to-day decision making.

Even a simple survey can be beneficial in many ways. Increased ROI, enhanced customer experience, a better understanding of targeted customer segment, and proper knowledge of customer buying habits and current trends. It is possible to gather all this data and take an informed decision based on it.

Why you need the proper tool to conduct online surveys

Did you know, you can add a survey plugin to your SugarCRM?! This lets you use your CRM database to conduct surveys. A survey tool is more than a fancy toy for your analysts. The right survey tool will enable you to get specific details dynamically.

It can be an overwhelming experience to choose correctly from such a wide range of tools. To ease the process for you, we have listed out 8 must-have features in an online survey tool.

 

8 Must-Have Features in an Online Survey Tool:

Skip Logic:

 

Skip logic lets you ask questions based on the previous responses of the prospect. This makes the survey more dynamic. You can collect information that is specific to a particular customer segment. It may even help you to identify new customer segments.

For example, you may ask the gender of the customer. After that, you can use skip logic to ask gender-specific questions. It is an elegant solution for when you’re surveying a diverse set of individuals.

 

Real-Time Feedback: It is important that your survey tool updates all information in real time. This enables you to take prompt decisions.

It is necessary, particularly in today’s time and age, as clients have come to expect instant response from companies. Delayed feedback may lead to unsatisfied customers which in turn leads to poor rep among your prospective clients. Prompt action will take you a long way.

Data-Piping:

 

Data piping to and from CRM are important features. Data-piping from CRM lets you fetch data directly from the CRM and fill it in the survey automatically. Similarly, data-piping to CRM automatically updates the data in your CRM based on information acquired through surveys.

Data-piping makes it convenient for both your users and you to manage information. A person is likely to abandon a survey form midway if there are too many questions. Data-piping helps you avoid that by reducing the number of questions asked to a certain extent.

Advanced Search Filters: Once you have acquired the required data, you need to be able to analyze it in detail. You can use the same survey to understand multiple areas of interest. All you need is a search filter that lets you search and sort the data based on different factors.

 

This may include partial searches or searches for entries without a specific value. This way, you can easily navigate through the large records. Which is near impossible in some cases where the number of people taking the survey is huge.


Net Promoter Score:

 

When you ask a customer to rate you on a scale, there are always going to be an ambiguity in the data. NPS allows you to categorize the customers into three segments based on ratings on a scale of 0 to 10. People who gave a rating of 0 to 6 are Detractors, 7 and 8 are Passives, and 9 to 10 are your Promoters.

This helps you get an idea of network effects by putting a number on how likely a customer is to recommend your product.

 

Exportable Data: You may need to have the data handy in specific formats or print when documenting or presenting it. It should be easy to export the data in the required format from the survey tool itself. It is a simple feature that makes life much easier for anyone involved with the analysis, reporting and decision making that goes on in the firm.

It is equally important that you’re able to update the exported copies with up-to-date information from the real-time values in your CRM.

Survey Automation: Any competent survey tool will allow users to schedule surveys or trigger them based on certain user actions. For example, you might want to take a survey about quality and experience when a customer makes a purchase. This is only possible through CRM survey tools integrated with the CRM.

Survey automation is a must when the number of people signing up for your survey is large. If you try manually sending each and every survey form, you’ll probably end up in a huge mess.

Multiple Question Types: Based on the question, you may require different formats for answers such as text, radio buttons, check boxes, rating scale, etc. It helps keep the survey interactive while extracting the required information in formats that are easier to process.

A text response might be better suited for certain responses such as subjective messages but it may not be suitable for gender or food preferences where a multiple-choice question would be more appropriate.

 

Conclusion:

If we tried to make an exhaustive list of features, it would probably be endless and as such a vain exercise. However, the above-listed features are absolutely necessary for a modern survey tool. Without them, your surveys might become difficult to handle, particularly in large numbers. So, make sure that the survey tool you choose has everything on the checklist.

Another important thing to keep in mind before investing in any CRM survey tool is that there should be no 3rd party integrations required to operate the survey tool. There are many survey modules in the market like SugarCRM Survey Module specifically designed to integrate with your CRM.