A major trend we’re seeing among Sugar customers and in the industry at large is a more enlightened take on CRM – one where businesses are going beyond automation or internal streamlining and embarking on fundamentally changing the way they interact with their customers from the time prospects start to learn about the company through deployment of their product or service. Because digital communication channels are at the center of the disruption, the term “digital transformation” has been used to describe this shift in business thinking. Gartner estimates that 50% of enterprises have a digital transformation strategy underway, but the concept of business transformation is vital to companies of all sizes.
Whether you are breathing new life into a global sales organization, revamping channels for customer service, or launching a seamless end-to-end customer journey management initiative – these projects must be done with an eye to customer experience. This is not the same as a simple migration to more modern technology. Businesses must embrace new user paradigms, channels of interaction and put themselves into their customers’ shoes to better understand and address customers at every stage. While they call it “digital transformation,” it really comes down to optimizing the digital and human touch points along the customer journey.
A flexible, modern CRM like Sugar is central to operationalizing the desired changes, both as a single source of truth for all customer information, and as a powerful platform to coordinate and enable all customer-facing individuals. We at SugarCRM, along with our ecosystem of partners, are eager to continue to work with you, our valued customers, to reimagine your business from the customer’s point of view, and engineer the changes needed to build extraordinary customer relationships.
Larry Augustin, SugarCRM CEO
For all your CRM needs, contact InnoventCRM today on 1300 781 681 or firstname.lastname@example.org. We will help you “Make Every Connection Count” in your business in 2016 and beyond