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Operationalizing Customer Journey Maps in SugarCRM

Posted on 6.15.2016

SugarCRM has announced a new plugin that will automate and map often complex businesses processes occurring along the customer journey.

The new Customer Journey Plugin, developed by Addoptify, 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 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 syncs 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, an internationally-recognized customer strategist who worked with Sugar and Addoptify on the plugin.

"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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