Agenda

Tuesday, October 9th

3:00 PM – 5:00 PM

Early Registration

Wednesday, October 10th

7:30 AM – 9:00 AM

Breakfast

7:30 AM – 9:30 AM

Registration

9:00 AM – 12:00 PM

12:00 PM – 12:30 PM

Pitch Fest #1

Speaker: Patrick Pahl

These zippy lightning-round presentations from our Sponsors are designed to help you get more from your Sugar…and isn’t getting more from your Sugar what SugarCon is all about? Each session will have different Sponsors so check back for more details.

12:00 PM – 1:30 PM

Lunch

Developer Lunch

Speaker: Matt Marum

Come get your geek on while you get your grub on. Come pick up your lunch and select a table topic that interests you. You’ll get to network with other developers, share your experiences, and maybe even learn something new! Plus, Matt Marum, Director of Developer Advocacy at SugarCRM, will tell you all you need to know to get the most out of day two of the conference.

1:00 PM – 1:30 PM

Pitch Fest #2

Speaker: Patrick Pahl

These zippy lightning-round presentations from our Sponsors are designed to help you get more from your Sugar… and isn’t getting more from your Sugar what SugarCon is all about? Each session will have different Sponsors so check back for more details.

1:30 PM – 2:30 PM

Break Out Sessions

When CRM is as Simple as Asking Alexa. The future of User Interfaces and CRM (PANEL)

As trends like machine learning and IoT converge with CRM, it is natural to expect our business applications to offer similar user experiences to devices and systems we use in our personal lives today, such as Amazon Alexa or Google Home. The benefits of having a dialog with a “smart” CRM system are many, including enhanced productivity and greater insights along the customer lifecycle. But what are the challenges associated with this kind of tectonic shift in how we use and interact with business software? Are there any hidden downsides? This panel discussion brings together industry experts with an eye to the future, aimed at revealing just how solutions like Sugar can reveal pipeline insights and prospect recommendations as easily as asking Alexa for local movie showtimes.

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How Sugar can help YOU be more efficient

Did you know Sugar has a quick navigation tool to help you get around faster? Or that you can set up processes to automatically reroute before you hit your SLA threshold?
Best practices are great – in theory – but setting up your CRM and users to fulfill them can be tricky. This session will showcase tools and features in Sugar that can help users be more efficient and drive results for your company.

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Spotlight: Rheem

Rheem is the only manufacturer in the world that produces heating, cooling, water heating, pool & spa heating and commercial refrigeration products, and it is the largest manufacturer of water heating products in North America. When Rheem wanted to make a transformation from legacy service management tools to a more modern platform, they had a few key requirements. Sugar fit the bill in that it allowed Rheem to address sales, marketing and service in a phased rollout. Sugar offered the kind of flexibility Rheem needed to plug in various intelligent tools to enhance lead generation, sales effectiveness, and customer service efforts. In this session, Rheem’s Pam Holt, Vice President, IT and Roy Abitbol, CRM Application Manager will reveal how they are using Sugar and tools like IBM Watson and PureCloud to transform predominantly legacy approaches into a modern, cloud-powered CRM initiative.

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Deep Dive into Data Privacy Architecture (Technical)

2018 is the year of GDPR and data privacy. The privacy laws are complicated and can leave you wondering how to implement them in a practical way. In this session, we’ll discuss some of the new platform features added in 8.0 and how you can leverage these to confidently architect Sugar to comply with the various data privacy laws.

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1:30 PM – 2:30 PM

Training Sessions

Essentials Administrator Training: Managing How Users Interact with Company Data using Team- and Role-Based Permissions

Making sure your users have the right access is important. This session provides an understanding of Sugar’s robust security model, and how it can be used to manage user access within the application. Learn how to effectively use Teams and Roles to control how your users interact with your company data. This session includes hands on practice, so be sure to bring your laptop. 

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Advanced Administrator Training: Configuring the Sugar Portal

Did you know there’s a tool that allows your customer support users to interact with your customers and share information? If you’re interested in learning how to configure, manage and use the Sugar Portal, this is the class for you. This session includes hands on practice, so be sure to bring your laptop.

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2:30 PM – 3:30 PM

Break Out Sessions

Navigating Data Privacy - Post GDPR

SugarCRM has always held a strong commitment to openness and transparency. In light of increasing consumer demand for data privacy rights and data privacy regulations such as GDPR, SugarCRM has implemented a new set of features that enable our customers to efficiently and effectively comply with data privacy regulations within Sugar. In this session, we will showcase how you can manage data privacy activity such as consent, double opt-in and data subject rights such as right to be forgotten. We will also discuss how we manage and protect data for our cloud customers, cloud security including business process changes in light of GDPR.

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Driving Acquisition and Retention with an Integrated Content Strategy

Brands now have the opportunity to engage with consumers on many devices across multiple channels; a one size fits all approach doesn’t work. Come along as we show you how you can leverage your content strategy to find new customers and turn them into brand advocates.

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Lessons in Sales Management - A Practical Approach for Building Great Sales Teams

Out of 4,000 US colleges, fewer than 100 have courses on professional selling. As a result, learning good sales management often means learning on the job. In this session, our Chief Sales Officer will review strategy for building and leading high performing sales teams. These are best practices derived over the past 20 years leading sales teams at companies like Siebel, Oracle, SAP and SugarCRM.

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Performance is a Feature (Technical)

To get the best performance out of your Sugar implementation, you must treat performance as a feature that governs the overall solution design. In this session, we will discuss common performance pitfalls, testing strategies to ensure your solution will meet your performance goals, and troubleshooting techniques you can use when trying to address performance issues. Come discover how you can plan for performance to keep Sugar running smoothly!

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2:30 PM – 3:30 PM

Training Sessions

Essentials Administrator Training: Creating New Fields

Ensure you’re capturing the data you need to support your business by leveraging Sugar Studio to modify existing fields or create new fields for your users. This session includes hands on practice, so be sure to bring your laptop.

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Advanced Administrator Training: Advanced Field Configuration: Sugar Logic

In this session we’ll discuss and practice creating calculated and dependent fields with Sugar Logic. Sugar Logic allows you to create business logic for field calculations, without needing to write PHP code. This session includes hands on practice, so be sure to bring your laptop.

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3:30 PM – 4:30 PM

Break Out Sessions

Exploring Sugar Relationship Intelligence & Mobile

SugarCRM’s Relationship Intelligence & Mobile products deliver more than just data. They focus on delivering the best insight and suggestions, across any device, at the right time. This session will explore SugarCRM’s artificial intelligence and mobile vision, our upcoming roadmap and highlight the value for you, our customers.

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Optimizing User Adoption

No matter how well you design your CRM program, great results only come when you get your users on board. At every stage in the process, it’s critical that you are providing value for your end users. In this session, we will address actions you can take from the initial implementation through the entire life of your CRM program to ensure strong user adoption and to define what a successful program looks like.

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Preparing for Sugar Upgrades (Technical)

Does the idea of upgrading to the latest version of Sugar keep you awake at night? It doesn’t have to! In this session, we’ll discuss tools and resources to make your next upgrade smooth. Whether you’re running on Sugar Cloud or on-prem, this session will give you the confidence you need to always be ready to upgrade to the latest and greatest release.

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3:30 PM – 4:30 PM

Training Sessions

Essentials Administrator Training: Configuring Module Layouts

Optimize Sugar for your users by hiding unused fields, changing page layouts, and managing SugarCRM mobile views through Sugar Studio. This session includes hands on practice, so be sure to bring your laptop.

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Advanced Administrator Training: Configuring Connectors

Sugar Connectors: help users gain access to external data sources that integrate with Sugar. In this session we’ll demonstrate how to configure several out-of-the-box Sugar connectors. Attendees will also have the opportunity to practice configuring and using a connector during class, so be sure to bring your laptop.

Read More

4:30 PM – 5:30 PM

Ask Me Anything Networking

5:30 PM – 7:00 PM

Day 1 Developers Happy Hour and Lightning Talks

Join us for a round of lightning fast, five-minute tech talks while you sip on a tasty beverage of your choice. Each speaker will only have five minutes (seriously!) and will hang around to answer your questions after their talk. This is one event you don’t want to miss!

5:30 PM – 7:00 PM

Reception

Sponsored by Act-On

7:00 PM

Party

Thursday, October 11th

7:30 AM – 9:00 AM

Breakfast

9:00 AM – 12:00 PM

Opening Remarks & Morning Keynotes

12:00 PM – 12:30 PM

Pitch Fest #3

Speaker: Patrick Pahl

These zippy lightning-round presentations from our Sponsors are designed to help you get more from your Sugar… and isn’t getting more from your Sugar what SugarCon is all about? Each session will have different Sponsors so check back for more details.

12:00 PM – 1:30 PM

Lunch

Day 2 Developers Lunch

Speaker: Matt Marum

Come get your geek on while you get your grub on. Come pick up your lunch and select a table topic that interests you. You’ll get to network with other developers, share your experiences, and maybe even learn something new! Plus, Matt Marum, Director of Developer Advocacy at SugarCRM, will tell you all you need to know to get the most out of day two of the conference.

1:00 PM – 1:30 PM

Pitch Fest #4

Speaker: Patrick Pahl

These zippy lightning-round presentations from our Sponsors are designed to help you get more from your Sugar… and isn’t getting more from your Sugar what SugarCon is all about? Each session will have different Sponsors so check back for more details.

1:30 PM – 2:30 PM

Break Out Sessions

Sugar cloud: Everything you need to know

Sugar cloud provides customers and partners a strategic advantage by providing faster innovation. With rapid turnaround of features and functionalities to market, we would like our customers to reap the benefits around security, reliability and availability. This session will emphasize Sugar’s cloud strategy and the value provided to our customers along with some success stories.

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Data Driven Approach to Creativity

Creativity is no longer just about beautiful design. Data can help brands gain a much deeper, emotional connection with a more detailed understanding of the needs and desires of customers. Come and see how data can help you make your customers care about your brand.

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Dissecting Professor M for Best Practices with Lauren Schaefer and Matt Marum (Technical)

Looking for best practices for Sugar customizations? Come dissect our sample application of Professor M’s School for Gifted Coders, as we look for best practices related to developing upgrade safe customizations and DevOps. We’ll explain the “why” behind the “what” and empower you to dissect Professor M on your own when you’re developing your next customization.

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1:30 PM – 2:30 PM

Training Sessions

Essentials Administrator Training: Creating a Module

Did you know you can create a custom module in Sugar without any developer skills? This session will walk you through how you can easily create, deploy, and maintain custom modules in Sugar using Module Builder. This session includes hands on practice, so be sure to bring your laptop.

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Advanced Administrator Training: Advanced Reports

Learn how to create Advanced Reports using a single or combination of SQL statements to directly query your Sugar database. This session demonstrates craft direct database queries for more flexible and extensible reporting.

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2:30 PM – 3:30 PM

Break Out Sessions

Your Toolbox for Migrating to Sugar Cloud

Are you an on-premise customer that is interested in moving to the cloud? Join our team of migration experts to learn how to make the switch! In this session we will explain migration eligibility and readiness, cloud hosting benefits and tradeoffs, and share project templates and best practices to make the move!

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Spotlight: Military Autosource

Military Auto Source (MAS) provides a seamless method for active duty military and government employees overseas to buy cars, trucks and motorcycles. Like most B2C businesses, MAS was facing growing competition and more online options for researching and purchasing. MAS knew it needed to transform its lead-to-close process into a more multi-channel model, with more intelligent routing mechanisms. In addition, MAS knew that moving its Sugar instance to the cloud would allow for easier integration and maintenance as it made rapid changes to its lead and sales management processes. In this session, MAS’s John Cannon and Tom Bohonan will reveal how they transformed their lead generation into a multi-channel model, increasing conversions and lead quality while improving lead routing to sales agents. The result: a more powerful user experience across channels, more effective sales, and a transformed customer experience.

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[email protected]: CRM for Customer Support

SugarCRM’s Customer Support team reaps recognition from analysts and repeated PCMag’s Business Choice awards as they serve their global network of partners and customers. Sugar bolsters their success by serving as the backbone for all their operations. They enhanced Sugar to handle complex round-robin and escalation assignments, provide support representatives with a sophisticated dashboard including a prioritized backlog, and much more. Attendees of this session will see how the Customer Support team leverages Sugar on a day-to-day basis to improve their KPIs and deliver world-class support.

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Integration Best Practices (Technical)

When integrating with Sugar, you have a lot to consider: what your integration will do, what your integration will look like, how you will synchronize or access data, how you will handle security, and more. Come learn integration best practices from SugarCRM Distinguished Engineer Jelle Vink. Whether you’re building an integration from scratch or looking to improve your years-old integration, this session is for you!

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2:30 PM – 3:30 PM

Training Sessions

Essentials Administrator Training: Importing and Exporting

Managing your data is key. This session will walk you through importing and exporting data in Sugar. This session includes hands on practice, so be sure to bring your laptop.

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Advanced Administrator Training: Advanced Workflows: Creating a Process (Part 1)

Is maximizing your company’s efficiency and streamlining your organization’s business process something you’re interested in? Then this is the session for you. You’ll see the capabilities of Sugar Advanced Workflow using real-life examples of processes. Be prepared to practice creating workflows on your laptop in this session. You’ll be provided practice labs as well as take home exercises.

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3:30 PM – 4:30 PM

Break Out Sessions

A Deep Dive into Sugar’s Roadmap

Always a crowd favorite, this session outlines both the near-term and long-term strategy and direction for SugarCRM’s expanding product lines. This cornerstone session will make you an expert on the future of all things Sugar.

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Using Data to Identify and Target Your Future Customer

The challenge for marketers isn’t getting access to data, but making sense of what it means to their business. This session will help you get a better understanding of the data that’s available and how you can make it meaningful and actionable.

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[email protected]: CRM for Customer Success

Did you know it costs 7x more to find and win a new customer, vs keeping and growing a new customer? That’s why customer success has tremendous focus, particularly in today’s subscription economy. In this session, you’ll learn how we within SugarCRM manage and run our customer success business on Sugar. Learn how we automate the renewal opportunity management process; how we ourselves manage our customers’ journey through on boarding, going live, rollout and value realization with Sugar. And lastly, hear about some of our recent initiatives that led to a record retention rate in mid 2018.

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Sugar, DevOps and IBM (Technical)

Two years ago, IBM had a heavily customised, traditionally-managed on-prem implementation of Sugar called SalesConnect that served our entire global sales force. Although it delivered great business benefits, our IT teams found SalesConnect cumbersome to update, painful to run, and generally more trouble than we would have liked! There had to be a better way. Today, we still use and love SalesConnect, but we work on it using state-of-the-art continuous integration, continuous delivery, and DevOps practices, with tools like Jenkins, SonarQube, Ansible, Docker, PHPLint, PHPUnit, Sugar Lint, Zabbix, Slack, and more. This has totally changed the way we deliver value to our business customers. We’re applying these lessons, practices, and tools to our emerging Sugar Cloud implementation too. Come learn how we transformed our tooling, standards, and, most importantly, behaviours in pursuit of better software engineering practices and find out how you can too!

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3:30 PM – 4:30 PM

Training Sessions

Essentials Administrator Training: Creating Reports

Knowledge is power. And knowing how your company is performing is vital. This session will cover how to efficiently run reports in Sugar so that you’re able to run, share, and schedule the reports you need. This session includes hands on practice, so be sure to bring your laptop.

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Advanced Administrator Training: Advanced Workflows: Creating a Process Business Rules and Process Email Templates (Part 2)

The Process Business Rules module and the Process Email Templates module are used to create rules and email templates that will be referenced by records created in the Process Definitions module. Come learn how to create business rules and email templates in this session. This session includes hands on practice, so be sure to bring your laptop.

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4:30 PM – 6:30 PM

Certification

This session will be for experienced Sugar Admins, Developers, and Solution Architects to test their knowledge, skills, and abilities through a multiple-choice exam. Exams are normally priced at $225 per attempt, however at SugarCon will waive the fee for all registrants. Seating is limited, so choose this option if you plan to earn a new Certification credential, or renew your expiring Certification for a new 2-year period. For more information about the exams, the exam topics, and training resources, please visit Sugar University online.

4:30 PM – 6:30 PM

Developer Happy Hour and Ask the Experts

Have a burning question you haven’t gotten answered yet? This is your last chance to ask our experts. Select a beverage of your choice and see if you can stump our panel.

5:30 PM – 7:00 PM

Reception

Sponsored by Act-On

5:30 PM

VIP Event

For VIP Passholders Only

SugarCon 2018 Speaker Line-Up

Maribel Lopez

Emcee and Keynote Speaker

Tom Bohonan

Software Engineer, Military AutoSource

Ivonne van Zuilen

Head of Marketing, BEN

Andrea Ayers

Senior Product Trainer & Instructional Designer

Melissa Amooi

Sr. Director, Customer Success, SugarCRM

Laurence Leong

Vice President, Customer Success and Business Development, SugarCRM

Charles Hicks

Client Services Director, SugarCRM

Pamela Holt

Vice President, IT, Rheem Manufacturing Company

Zac Sprackett

Vice President of Reliability and Release Engineering, SugarCRM

Martin Benson

Head of Artificial Intelligence, Jaywing

Hector Rios

Technical Account Manager, SugarCRM

Vineel Nirogi

Devops Consultant, IBM India

Philip Slade

Director of Strategy, Jaywing

Rosaalie Shah

Sr. Director of Applications Product Management, SugarCRM

Clint Oram

Chief Marketing Officer and Co-Founder, SugarCRM

Juan Herrera

EVP, WW Sales, SugarCRM

Larry Augustin

CEO, SugarCRM

Rich Green

Chief Product Officer & Chief Technical Officer

Matt Marum

Director of Platform Product Management, SugarCRM

Brent Leary

Partner of CRM Essentials LLC

Trevor Bloking

Director, Product Management

Shyam Bhatia

Head of Professional Services, SugarCRM

Riley McLeod

Senior Product Manager, SugarCRM

Jorge Arroyo

VP of Engineering and Fellow, SugarCRM

Alex Gadd

Customer Success Director, North America

Alexey Klimko

Senior Software Engineer, SugarCRM

Christine Atiya

Product Owner

David Wheeler

Distinguished Engineer, SugarCRM

Deepak Deolalikar

Director, Product Management

Jelle Vink

Distinguished Engineer, SugarCRM

Lauren Hayward Schaefer

Senior Developer Advocate, SugarCRM

Mitch Lieberman

Analyst, Program Director, Conversational Intelligence, Opus Research

Patrick Pahl

Vice President Alliances & Partner Operations SugarCRM Inc.

Vandita Arora

Senior Product Manager, Cloud

Leonard Brody

Keynote Speaker

David Rowan

Keynote Speaker

John Cannon

Director of Information Technology, Military AutoSource

Stay tuned in to all things SugarCon by downloading the official event mobile app on your device. The app will launch approximately 1 week prior to the start of the conference and download instructions will be included on the sugarcon.com event website.

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