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One of the best ways you can enhance customer satisfaction is by understanding exactly what they want from you as a business. Surveys can be very helpful in this regard. They can give you valuable insights about your customers at each stage of their purchase journey and help you not only close more sales but also increase satisfaction levels for your existing customers.


But unless you have a survey solution that is integrated to your CRM, you can really benefit from the tons of customer data you always have, not to mention the hassles of collating all the contact details all over again and send them standalone surveys. And once you get all the feedback you wouldn't know how best to make use of that data, because it wouldn't be available automatically in your CRM.regnum_picture_1461258157329556_normal.jpg


Keeping this point in mind, we at Biztech, came up with a survey tool that works from within your Sugar instance and is a complete survey solution for Sugar.


So why should you have a survey tool in your SugarCRM?


Here are 5 great reasons why you should.


  1. Make the best use of all leads, opportunities and customers data to send surveys instantly to people who matter the most for your business.
  2. Get real time feedback from your contacts anytime you want to make a critical business or marketing decision.
  3. Solve customer complaints (through the survey feedback), even before they actually register a complaint.
  4. Let the right team member act on any actionable insight obtained from the survey. An integrated survey tool automates this whole process.
  5. With a CRM integrated survey, even if the wrong person fills out the survey and gives feedback, you know who the real decision maker in that organization is and proactively reach out to them with your solution.    


No matter what kind of survey you conduct, if it integrates deeply with your SugarCRM you can make your CRM data work to conduct better quality surveys. Conversely, the data from your surveys can be used to service your customers better if its part of your CRM system. CRM and feedback surveys share a symbiotic relationship that can benefit your organization as a whole.

As a sales rep and/or sales leader, you’re on the front lines every day trying to close more deals to hit your revenue goals. But there is one thing you can add to your sales process to bring your leads further to the finish line - sales enablement.


In my previous blog post here and here, we talked making your sales content relevant to the opportunity and why non- converting customers are a thing of the past. This week I am going to tell you how to turn your lead gen engine into a revenue-generating engine.


There’s a distinction between being great at bringing in a large number of leads and being great at making them customers.


The difference? Revenue. With sales enablement, you are setting up a sales team for a smoother ride to revenue, creating more value than a hundred non-converting leads could.


Not to mention, customer referrals and testimonials are the #1 way to bring in more clients. By creating a more relevant experience for your customers and tying yourself to the revenue numbers, you’re ensuring not only an awesome, continuing relationship with each customer but you're also creating the chance that their success story can lead to more opportunities for you.


In my final part next week, we’ll discuss how to set yourself apart from the competition. Thanks for sticking with me!




In our 4 part series on the Sugar Community, we are discussing why adding sales enablement to your sales process will take you further with leads and prepare you to close more customers.


In part 1, we talked about why you needed to make your sales content relevant to your sales opportunity. This week we are covering why non-converting customers are becoming a thing of the past.


Creating and finding leads gets your foot in the door, but does that mean they’ve really entered the sales cycle?


I’ve said in the past, “What’s the use of someone becoming a lead and then an opportunity, if you can’t then actually have a closing conversation with them, and deliver something to them, where they sign on the dotted line, or pay for the product or service?”


Think of it this way: marketing generates dozens of leads and then says “Have fun!”, leaving your sales team to figure out exactly how they’re going to turn them into paying customers. While it’s not marketing’s job to sell the product and convert customers outright, leaving leads on the table and merely hoping that they’ll turn into customers is the same as leaving those leads to die.


With sales enablement, particularly when you deliver the right content to your lead, you increase the conversion rates of those leads, allowing the sales team to do a better job at hooking those companies and bringing them through the finish line.


Sales enablement tools are more than just the butter to your bread – they’re the plate that your waiter keeps filling up when you’ve finished off your baguette.

Stay tuned for part 3 next week where I’ll talk about turning your lead gen engine into a rev gen engine. And in the meantime, if you want to learn more about our integration with Sugar, check out our website.


Until next time,
Jared Fuller

Every CRM contains valuable data, but without knowing how to take advantage of the data, you won’t get very far. Here are three best practices from CRM consulting firm Epicom on working with reports in Sugar to get the most of your data.


Choose the Right Report Type

Before creating any reports, it’s important to understand each type of report in Sugar so you can maximize the value of each report you create. In Sugar’s reporting module, there are four types of reports you can build: rows and columns, summation, summation with details, and matrix. Let’s talk about these reports in order of complexity.


A rows and columns report is the most basic report type in Sugar. It pulls in records meeting certain criteria and is similar to saving a filtered Sugar search. This should be used when you are trying to create a list for the Campaigns module or when you need to export a file for use in excel (as this is the only report that is exportable).


A summation report also filters on records meeting certain criteria, but in addition it provides numeric totals for you (averages, sums, counts, etc). When creating the report you will have the option to “group” these records by a certain field. Examples you might find relevant are grouping by the assigned owner, location, lead source or status fields.


A summation with details report is the same as a summation report, but it allows you to drill down into the specific records rather than just giving numeric totals. Summation and summation with details reports should be used if you want to pull a report into a dashlet or want to view a visual display of data in a chart.


A matrix report provides similar data as a summation with details report, but instead of a list it displays the data in a gridview (think excel pivot charts).


Use Run Time Filters

Run time filters enable you and your users to modify reports easily and on the fly by allowing you to change some of the report criteria each time the report is run. This also prevents admins from having to create several similar reports with one criteria (i.e. assigned to user) being different in each report.


If you add a run time filter to the “assigned to user” field, then each user could run the report only on records assigned to them (or a manager could assess each individual separately). Another example is adding a run-time filter to the campaign ID--which would let sales reps filter on prospects or leads from different campaign sources, and work on completing follow-up or prospecting through those lists.




Increase Report Visibility

Your users won’t benefit from reports if they aren’t looking at them or using them on a regular basis. Epicom has three suggestions for increasing report visibility. First, run team meetings out of Sugar’s reporting modules. Rather than exporting the data to excel or taking screenshots and putting them in powerpoints, actually open up the reports in Sugar and show your team important metrics. This increases people’s familiarity of the reporting module and also holds them accountable to enter their data since they know the whole company is viewing it. Second, pull reports into dashlets on user’s home page Dashboards. This will be the first thing they see each time they log in and make it quick to reference reports. Third, setup daily email reports for your users. This alerts users to monitor changes to data on a regular basis.



Reporting is a very powerful tool if you know how to take advantage of it. Do you have any tips on reporting in Sugar? Comment below to let Epicom know.

By adopting Sugar, you've already made a step in the right direction in making your users more productive. Another way to improve user productivity is to integrate your Sugar instance with your company communication tool. Today many organizations are using Slack to communicate, which is why Epicom created a free integration between Slack and Sugar. Keep reading to learn how the app works and how you can use it to increase user productivity.


Value of Integrating Slack & Sugar

This integration is designed to improve user productivity, increase user adoption of Sugar, and improve transparency into company data across the organization. The app lets your users reference Leads, Cases, and more, without having a Sugar License. This means that anyone in your organization who uses Slack can now see record info that’s relevant to them (for example, accounting could pull up info on the main point of contact at a customer account). The recurring reports increase transparency into company data--which in turn increases accountability to perform well and to enter data into Sugar.

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Basic Functionality

Epicom’s Sugar integration for Slack combines Slack, an effective group communication tool, with Sugar, a powerful and affordable CRM platform. Your team can view and collaborate on Sugar data for Accounts, Leads and Cases within Slack. The integration has three main functions: commands, reports (notifications), and questions. Users interact with sugarbot, a fun character who retrieves information from Sugar, using predefined commands and questions. Reports are received as notifications on a weekly or monthly basis--choose from a list of predefined reports such as weekly new leads or opportunities won each month.


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Ability to Customize

There are many ways to add more functionality to the Sugar integration for Slack. The app can be customized to access more modules, to create records, or to run reports on the fly. You could use Slack as a support tool and let your customers create support cases. You could use it to let employees who don’t have a Sugar license report a bug or issue they are dealing with. And those are just a few ideas. The open API of both Slack and Sugar allow the application to be customized to your needs. 


Not only did the integration win "best in class" for the category of user productivity at SugarCon's App Throwdown, but it also has been featured on Slack's blog. You can download and install the Sugar integration for Slack on Sugar Exchange by going here. Or if you have questions, reach out to our team here. What tool do you use to communicate? Do you have a way to integrate the two? Let us know in the comments!

Sales enablement is a term that may seem foreign but is quickly becoming an indispensable aspect of forward-thinking businesses. Imagine sales and marketing came together to make the sales funnel more relevant, interesting, and effective to both you and your customers.


In this four-part series on the Sugar Community, we are going to discuss why adding sales enablement to your sales process will take you further with leads and prepare you to close more customers.


First, Make Your Sales Content Relevant to the Opportunity


As a sales leader or individual contributor, you wouldn’t give a sales pitch that has nothing to do with your prospect’s pain points and expect it to win you a deal.


Every piece of content, documentation and even the technology you use has to speak to your prospects’ specific needs and stories. With so many companies competing for their business, if you’re not relevant to your customers, you’re not selling.


It’s like showing up to a 70’s theme costume party wearing 80’s workout gear. You’re not prepared.


That’s why implementing a sales enablement process is crucial. Sales enablement includes the technology involved in the sales process and the content included in your case studies, proposals, quotes, and contracts that are sent to prospects once they’re on the hook (hint: PandaDoc makes this really easy).


Don’t have a case study or white paper that’s relevant to that type of lead? Make one as soon as you see a demand for it. It scales better than you may think and trust us - marketing will be willing to contribute to some great content.


Whatever you do, don’t assume that the same contract or case study will work for each opportunity you have. It’s all about curating a personalized (read: relevant to their field) set of sales content to fit specific problems, markets and client types, and having it at-the-ready when the opportunity moves forward.


Stay tuned for part two of our series next week where I will talk about why non-converting customers is a thing of the past.

Jared Fuller

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