The need for new customers is always a top business priority but a marketing rule of thumb says that it is eight times more expensive to gain new customers than to increase sales to existing ones. New and existing customers want better service and expect companies to approach them with tailored communications in a way that suits them – whether by mail, email, telephone or social media.

For these reasons, CRM is more important than ever. To address how organisations can gain and retain customers, SugarCRM, the world’s fastest growing customer relationship management (CRM) company, will highlight best practices at its CRM Acceleration event in London on September 11th, 2012 at the Cumberland Hotel. 

Esteemed journalist and author of This is Social Media and This is Social Commerce, Guy Clapperton, will deliver a keynote called, "How CRM became Social," looking at how the customer is changing, why they suddenly expect to engage directly with a brand when they wouldn't before and where some opportunities lie.

In addition, Larry Augustin, CEO of SugarCRM will present, “The Vision of CRM,” and Roy Lee, Europe IOT Mid Market Marketing Leader, IBM United Kingdom will present, “The Future of Business Ecosystems.” Customer speakers will also share their real-world experiences.