Today, there is so much data available about your prospects and customers that it can seem overwhelming. However, by leveraging the new framework in Sugar 7, users can more easily turn oceans of social and system data into actable insights. In this informative session, SugarCRM principal product manager Chian Robinson will outline how Sugar 7 users can turn both external and internal system data from various sources into actionable intelligence. Together with a guest speaker, she will also discuss the new realm of data intelligence and how Sugar can possibly leverage these cutting-edge data technologies to further empower both individual users as well as business leaders to make more informed decisions and to better understand every customer.

1. TURN BIG DATA INTO
ACTIONABLE INSIGHTS WITH SUGAR 7
Chian Robinson
Principal Product Manager
SugarCRM
Narayan Bharadwaj
Guest Speaker
Head of Products, ClearStory Data
@TwitterHandle #SugarCon

2. Story of Chris Oliver
Senior ISR, NA
Works for a B2B software company that develops
and sells HR management software to SMBs.
Quota $20,000
Closed Won $14,154
Deficit $5,846

3. Story of Chris Oliver
Senior ISR, NA
Works for a B2B software company that develops
and sells HR management software to SMBs.
Opportunity
Name
Account
Name
Expected
Close Date
Product Stage Probability Amount
Southern Reality Southern R… 06/20/2014 Bennie Gad… Closed Won 100 $7,730.00
B.H. Edwards,… B.H. Edwar… 05/06/2014 Ilene Gadget… Closed Won 100 $6,424.00
Underwater M… Underwate… 06/25/2014 Marcellus G… Negotiation/Re
view
80 $5,984.00
AtoZ Co Ltd AtoZ Co ltd 06/20/2014 Mindy Gad… Negotiation/Re
view
80 $6,100.00
360 Vacation… 360 Vacati… 06/15/2014 Bennie Gad… Negotiation/Re
view
80 $5,849.00

4. Story of Chris Oliver
Which one of these three opportunities should I pursuit?
Sales Stage = Negotiation/Review
Probability = 80%
Expected Close Date = End of May
Sales Amount > $5,846

5. Story of Chris Oliver

6. DATA AND SUGARCRM
Chian Robinson
Principal Product Manager
SugarCRM

7. Growth of Data - Volume and Velocity
“We now create as
much information
every two days
as we did from the
dawn of civilization
to 2003.”
- Eric Schmidt, TechCrunch,
August, 2010
Two Days
20 K Years
7.3 M Days

8. Growth of Data - Variety
• Various formats
• Various channels
• Various devices

9. Impact on CRM
Source: Forrester Research, Inc

10. Growth of Transaction Data of Sugar OD
Customers
Total
number
of
records
created
within
a
year

11. How about Unstructured Data
Source: Forrester Research Inc, 2012
Unstruc
tured
66%
Semi-
structur
ed
4%
Structur
ed
30%
0%
SMBs
Unstru
ctured
58%Semi-
structu
red
4%
Struct
ured
38%
0%
LEs

12. How about Unstructured Data
Source: International Data Corporation (IDC), 2012
Unstructur
ed Data
85%
Structured
Data
15%
0% 0%

13. Total Customer Data by 2020
• The volume of unstructured data is roughly 3x structured
data.
• Data volumes are expected to grow 44x by 2020. The
growth in unstructured data will be 3x structured data.
– EMC
• The volume of structured data of a typical
Sugar customer will be 1.6B and the
volume of unstructured data will be 14.4 B.

14. Story of Chris Oliver
1.6 B
14.4 B

15. Story of Chris Oliver
Which one of these three opportunities should I pursuit?
Sales Stage = Negotiation/Review
Probability = 80%
Expected Close Date = End of May
Sales Amount > $5,846
decision makers
Influencers
Relationship between
Chris and decision makers
Opinions
Sentiment
Availability
Locations

16. Sugar’s Product Goal
• Supply users with deep knowledge of their
customers so that they can have deep
engagement with their customers.

17. Applying
Insights
AdaptCapturing
Analyzing
Product Offerings
• Activity Streams:
breaking internal silos
• Twitter integration:
capturing sentiments,
trends
• D&B integration
• Notifications
• Mobile location Context
• Single page view of
customer data
• RHS Intelligence Panel
• Integration with BI tools
• Plugin Side Panel

18. Activity Streams
• Internal social collaboration platform
• Allows text-based updates, posts, mentions,
references, and notifications
• User can share images, videos, URLs with
colleagues
• Data is unstructured

19. Activity Streams

20. Activity Streams

21. Activity Streams

22. Data from External Social Channels
• Twitter integration
• View tweets in record view
• Re-tweet, Reply in record view
• Pull tweets into activity streams
• Tweet to cases, tweet to bugs

23. Data from External Social Channels

24. Data from External Social Channels

25. Data from Trusted Partners
• D&B for Sugar Connector
– Pull data from D&B during account creation
– Enrich existing accounts
– Pull contacts from D&B
– Build a list (BAL)

26. Data from Trusted Partner – D&B

27. Data from Trusted Partner – D&B

28. Data from Trusted Partner – D&B

29. Sugar Intelligence Panel
• Single page view of a record and its related
record information
• Context sensitive history and analytical data
• Customizable dashlets
• D&B dashlets

30. Sugar Intelligence Panel

31. Sugar Intelligence Panel

32. Sugar Intelligence Panel

33. Sugar Plugin Side Panel
• Bring Sugar Data to user’s favorite app
– Gmail Plugin
– Outlook Plugin
– IBM Notes Plugin

34. Sugar Plugin Side Panel

35. Applying
Insights
AdaptCapturing
Analyzing
Next Step
• Data Analytics
• Predictive Intelligence
• Content Analytics• Tagging
• Keyword Search
• More integrations:
Google, Facebook

36. DATA INTELLIGENCE
Narayan Bharadwaj
Head of Products
ClearStory Data
@nadubharadwaj

37. New Requirements in The Data World
• More Data
– More internal sources and data types
– Plus external data sources: public and premium
• More Speed
– Automates data convergence for fast time-to-answers
– On the fly exploration of new insights
• More People
– New user model for any business user
– Rich collaboration on insights for faster decisions

38. What Is Needed?
A data intelligence solution for the enterprise
Need speedy insights over private & external data, with
an easy, collaborative user model for everyone.
Distributed
Teams
Business Users
Data Analysts
Data Stewards

39. What constitutes a Data Intelligence solution?
• Enables fast-cycle analysis converging and harmonizing
internal and external data sources
• An interactive way for business users to see, explore and
stay up-to-date on new data and insights.
• Allows users and globally distributed teams to actively
collaborate for faster analysis and data-driven decisions.
• An easy, intuitive user experience that requires
no IT or technical skills.

40. Data Sources ClearStory Platform ClearStory Application
Data Inference & Profiling
Harmonization
Visualization
Collaboration
Data
Convergence
A new data platform
Solve for scale, variety and speed

41. Data Harmonization
Combine internal and external data

42. Data-aware collaboration
Crowd source to insights

43. Story of Chris Oliver
Which one of these three opportunities should I pursuit?
Sales Stage = Negotiation/Review
Probability = 80%
Expected Close Date = End of May
Sales Amount > $5,846
decision makers
Influencers
Linkage between Chris
and decision makers
Opinions
Sentiment
Availability
Locations
How quick to close
Impact on pipeline deals
Upsell opportunity

44. THANK YOU
CHIAN ROBINSON
ROBINSONC@SUGARCRM.COM
@ChianRobinson #SugarCon
@nadubharadwaj