Enjoy our collection of

Business & Marketing Resources.

Essential reading for Marketing Technology product developers.

Scrum’s history can be traced back to a 1986 Harvard Business Review article, “The New New Product Development Game”. The article narrates how companies such as Honda, Canon, and Fuji-Xerox produced world-class results using a scalable, team-based approach to all-at-once product development. It shows the importance of empowered, self-organizing teams and outlines management’s role in the development process. Download it here

Step 6 – Improve Customer Relationship and Sales

Integrate a Customer Relationship Management System

Watch these two videos to learn how a customer relationship managament tool can help your business.

Receive help customizing your sales driven CRM solution.

Get Found – Marketing Your Business

Prospect and Customer Targeting

Personalize your pitch by identifying key segments of targets and prospects with ARC’s reporting engine. Leverage information captured from multiple channels to focus your marketing efforts on the best prospects. With ARC’s SugarCRM you get high personalization with low effort. The result? Improved customer engagement.


Multi-Channel Marketing

Market across channels. Out of the box ARC supports tracking of both electronic (email and newsletter) and analog (trade shows, radio ads, etc.) campaigns, and can even accommodate your social marketing efforts. Once you identify the most effective mix of channels, ARC ensures you spend your marketing dollars where they count.

Multi-Touch Campaigns

Stay on your customer’s mind. Leverage information regarding prospect and customer events and activities to identify relevant, timely opportunities to engage your customers and leads. Nurture leads and targets with newsletters so your product is always a prospect’s first thought when they need something.

Lead Tracking

Align with sales. Effortlessly place actionable insight in the hands of the sales organization. Capture their feedback and ensure only high quality leads flow into the funnel. Coordinate processes for more timely, multi-touch follow up, and monitor the activity of leads throughout the sales pipeline.

Closed Loop Intelligence

Improve MQL to SQL ratio. Close the loop by understanding which campaigns, leads, and accounts resulted in a sale. Use SugarCRM’s campaign-to-deal reporting to monitor your marketing investment and return. Establish credibility with sales and management by leveraging this insight to adapt and improve.

Convert – Sales

360-Degree Customer Activity History

Sell proactively and avoid surprises by knowing what matters to your accounts and contacts, when it matters. Know your accounts inside and out with 360-degree customer activity history across the extended selling enterprise. Understand what matters to your key contacts and when to engage with smarter account intelligence based on cross-channel and social media activity.


Expert Collaboration

Sell with the power of the collective enterprise. Get every resmyce you need when you need it. Connect in real time with experts across the extended selling enterprise, collaborate and share winning practices to accelerate every stage of the deal cycle.

Social Selling

Sell based on relationships. Leverage LinkedIn to network and augment your contact discovery. Scan for relevant tweets of all the people you follow in your activity streams and interact with your contacts directly. Sugar is fully Social CRM ready.


Sell anywhere and stay on top of your leads and opportunities, meetings or calls — across any mobile device. Move seamlessly between your mobile and desktop app to stay on top of every deal wherever you are.

Real Time Pipeline Management

Sell on time with real time, personalized access to every deal in the pipeline. Track early indicators and changes impacting your pipeline so you can stay ahead of your forecast, spend time where it counts, and meet your sales targets.

Workflow and Approvals

Sell more by automating your day-to-day tasks. Automatically drive deal change alerts, route leads to teams, assign opportunities, and monitor account activity.

Email, Calendar, and File Management

Sell using your favorite applications with Sugar’s built-in email integration for Microsoft Outlook, IBM Lotus Notes, Gmail, Yahoo! Mail, and IMAP based email servers. Sugar also comes with a wide range of collaboration integrations right out of the box. You can easily integrate Sugar with Gmail, Google Docs, Google Calendar, Google Contacts, and Box.com.


Sales Analytics

Sell smarter. ARC reporting and dashboards provide you with real-time information about your pipeline, progress to quota, key opportunity and account activity, and rep performance. Sugar reports are designed for the end user so every sales team can securely access the insight they need to drive performance.

Sales Intelligence

Sell personally with InsideView, a pre-installed social aggregator that provides the most up to date information on customers and prospects. Get account and contact data with information from provided and maintained by ARC CRM Specialists


Delight – Helpdesk with Brains

360-Degree Customer Activity History

Deliver real insight. Know your customers inside and out with Sugar’s 360-degree view of customer activity history. Get the most relevant, up to date customer insight in a single view and spend more time addressing your customer’s requests and less time cutting through red tape.


Social Service

Deliver proactive service. Know what your customers are saying about you across social media channels and take action. Stay current with up to the minute information about key topics across your customer base and route issues into a single agent queue. Leverage your customers’ social voice to build real customer insight across your organization. Sugar is fully Social CRM ready.

Expert Collaboration

Deliver expert service backed by the power of the collective enterprise. Connect to and collaborate with experts in real time across the extended support and technical organization.

Inbound Routing and Workflow Management

Deliver on time service. Respond faster by routing calls and emails to the right service representative. Address issues proactively and eliminate escalations by monitoring and prioritizing customer activity across channels. Enhance customer satisfaction by turning every channel into a rapid response support channel.

Case and Defect Management

Deliver on your promises by logging and monitoring your customer cases centrally, allowing for a detailed history of customer requests and alerts as part of every account. Close the loop between engineering and support with integrated bug and case tools. Track the effectiveness of your case and issue handling including response time to ensure customer satisfaction.

Knowledge Base

Deliver smarter service by providing accurate, user-ranked content across your knowledge base as well as Google, business and technical communities, and social media channels. Empower every customer to get rapid access to the answers they need quickly.


Deliver options. Decrease support costs by empowering your customers to leverage the collective ecosystem to find solutions and get updates automatically. Enable customers to post questions on Sugar’s cross-device, self-service Portal to get peer and expert advice for faster support.

Support & Service Analytics

Deliver smart. Sugar reporting and dashboards provide you with real-time information about your customer support performance, including responsiveness and time to resolution across accounts, teams, and departments, common customer problems and root causes, and overall customer satisfaction.


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