SugarCRM Introduces New Plugin That Makes Sugar a Powerful Solution for Operationalizing Customer Journey Maps

San Francisco, CA - 22 June 2016

SugarCRM Inc., the company that enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable CRM solution on the market, has announced a new advanced plugin for Sugar – the Customer Journey Plugin from Addoptify. This new enterprise solution automates complex business processes and maps them to the customer journey. By coordinating and streamlining the actions of individuals across departments, the solution boosts sales performance and strengthens customer engagement with a more seamless experience.

The Customer Journey Plugin was developed by Addoptify in cooperation with internationally-recognized customer strategist Phil Winters. It is based on best practices from his work with more than 650 organizations that have reoriented their businesses around a deeper understanding of the customer’s decision processes. Last year, SugarCRM teamed up with Winters for the broadly acclaimed i2i Customer Journey workshop series. At more than a dozen events around the world, Winters guided participants through a series of exercises to build understanding of the customer’s perspective for their organizations.

“Adding the Customer Journey Plugin to Sugar stems from the feedback we received during the i2i workshop tour,” said Clint Oram, chief marketing officer and co-founder at SugarCRM. “Sugar users know how important it is to align themselves to their customers’ point-of-view, but users also want a powerful tool to unite CRM best practices with their customers’ decision journeys.”

The new plugin has two unique features: a Customer Decision Indicator chart, which displays the individual customer’s stages throughout the entire decision journey, and an advanced Customer Decision Workflow Panel, which quickly describes every task or action the user must complete in order to help a customer advance to the next decision stage. The result is a streamlined process that synchronizes all customer-facing activities, from marketing and sales through on-boarding and renewal.

“One of the most critical value-adds of a good customer journey approach comes from enabling an organization to use its expertise in supporting customer buying cycles,” said Phil Winters. “The Customer Journey Plugin does this extremely well. It lets you overlay the journey with those tasks that you know need to happen at every step of the way, even if your customer isn’t aware of them.”

The Customer Journey Plugin will be available for all versions of the Sugar Platform (Sugar Professional, Sugar Enterprise and Sugar Ultimate) for $15 per user, per month.

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