It was great to see SugarCRM customer Marathon Sports profiled in a recent TechTarget article. While Marathon has done an excellent job of marrying innovative engagement concepts with flexible software in Sugar - the greater point stands out.
Silos of data, people, and other arbitrary barriers are still blocking companies' efforts at building truly customer-centric cultures, as the stats in the quote below suggest.
When companies like Salesforce continue to offer multiple "clouds" across the customer lifecycle, doesn't that just recapitulate the issue? That;s why we have done our best at Sugar to provide ONE common platform and code base for all our apps - to break down silos and get employees closer to the customer to help make experiences and relationships more extraordinary every day.
Moreover, companies can't always deliver a positive customer experience in multiple-channel environments. In an Economist Intelligence Unit survey of about 500 executives and 2,400 consumers, departmental silos (36%) and lack of integrated information systems (27%) were cited as the top obstacles in creating a more unified customer experience.