SugarCon 2013: Best practices for implementation

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  • SugarCon 2013: Best practices for implementation

    1. 1. Best Practices for ImplementationKathrin Kohlhaeufl, PMPSenior Business Analyst, SugarCRMApril 2013
    2. 2. Every CustomerEvery UserEvery Time
    3. 3. Agenda• Phases of a CRM Implementation– Best Practices Initiating– Best Practices Planning– Best Practices Execution• Best Practices• Helpful Resources / Documentation• Training Plan (Self Learning)• SugarCRM configuration best practices– Best Practices Closing• Critical Success Factors
    4. 4. Phases of a CRM ImplementationN- workshop(s)- feasibility study / costestimate- general plan- detail plans per milestone /subproject- review former milestones- kickoff meeting- implementation / change requests- trainings / test- going live and approval ofmilestone- ongoing:Risk Management, ProjectControlling, Project Reporting,Quality Management- project approval- project postcalculation- archive projectdata- continuousimprovementprocess (CIP)- project closuremeeting- develop CRMstrategy- define projectscope- create projectmanagementplan- select CRMsystem /serviceproviderInitiating Planning(Iteration per Milestone / Subproject)Execution(Iteration per Milestone / Subproject)Closing(Iteration perMilestone / Subproject) Monitoring and Controlling 
    5. 5. Best Practices Initiating• Know the project, goals and strategy• Know your major stakeholders• Define assumptions, constraints and risksearly in the process and develop themduring the project• Establish and document stakeholdercommitments• Establish clear roles and responsibilities• Set customer expectationsInitiating Planning(Iteration per Milestone / Subproject)Execution(Iteration per Milestone / Subproject)Closing(Iteration perMilestone / Subproject)- develop CRMstrategy- define projectscope- create projectmanagementplan- select CRMsystem / serviceprovider
    6. 6. Best Practices PlanningShow me how your project starts and I will show youhow it will end…• Build relationships and an open project environment• Create detail plans for managing all major aspects ofthe project (scope, time, effort, risks, resources,escalations…)• Get the key users (externally and internally) involved• Execute a kickoff meeting to introduce the project toall relevant stakeholders• Implement in multiple, less complex milestones• Set up communications planInitiating Planning(Iteration per Milestone / Subproject)Execution(Iteration per Milestone / Subproject)Closing(Iteration perMilestone / Subproject)- workshop(s)- feasibility study / costestimate- general plan- detail plans permilestone / subproject- review former milestones- kickoff meeting
    7. 7. Discovery Process• Discovery Questionnaire• KickOff Call• Discovery Session(s)• Workshop Documentation• Statement of Work / Quote
    8. 8. Best Practices Execution• German saying: “Wer schreibt der bleib”t – document,document, document• Stay in control of your project• No meeting without agenda• Perform partial approvals• Perform ongoing monitoring and controlling activities• Communicate project achievements, but also issues, risksasap and very openly – and provide solutions• Set up development, testing and production environment• Enable the customer• Perform trainings (by department, region, process, role…)• Plan and perform tests• Involve key users• Use templates and checklists- implementation /change requests- trainings / test- going live and approvalof milestone- ongoing:Risk Management,Project Controlling,Project Reporting,Quality ManagementInitiating Planning(Iteration per Milestone / Subproject)Execution(Iteration per Milestone / Subproject)Closing(Iteration perMilestone / Subproject)
    9. 9. Helpful Resources - General• OnDemand Service Status: http://status.sugarcrm.com/• Supported Versions: http://support.sugarcrm.com/05_Resources/02_Supported_Versions• Supported Platforms: http://support.sugarcrm.com/05_Resources/03_Supported_Platforms• White Papers: http://www.sugarcrm.com/whitepapers• Press Releases & Articles: http://www.sugarcrm.com/news• Upcoming Events: http://www.sugarcrm.com/events• Submit a Bug or Feature Request: http://www.sugarcrm.com/support/bugs.html• Case Studies: http://www.sugarcrm.com/case-studies• Sugar Demos: http://www.sugarcrm.com/demos• Sugar Webcasts: http://www.sugarcrm.com/webcasts• CRM Software Packages and Pricinghttp://www.sugarcrm.com/page/editions-pricing/en (contains a link to download a detailed ComparisonChart)• SugarCRM Forum: http://forums.sugarcrm.com/• Sugar Exchange (SugarCRM market place; watch Certified by SugarCRM icon):http://www.sugarexchange.com/• Sugar Forge (community market place): http://www.sugarforge.org/• Sugar Support: http://support.sugarcrm.com
    10. 10. Documentation / BlogsBlogs:• CRM Outsiders Blog: http://crmoutsiders.com/• SugarCRM Corporate Blog: http://blog.sugarcrm.com/Documentation:• Main Page:http://support.sugarcrm.com/02_Documentation• Application: http://support.sugarcrm.com/02_Documentation/01_Sugar_Editions• Mobile: http://support.sugarcrm.com/02_Documentation/02_Sugar_Mobile_and_Mobile_Plus• PlugIns: http://support.sugarcrm.com/02_Documentation/03_Sugar_Plug-insTraining / Knowledge Transfer:• Support / Training (Main Page): http://support.sugarcrm.com/• HOW DO I…?: http://support.sugarcrm.com/03_Training/01_How_Do_I• Cost free pre-recorded trainings: http://support.sugarcrm.com/03_Training/02_VideosSugarCRM AddOns:• SugarExchange: http://www.sugarexchange.com/• SugarForce: http://www.sugarforge.org/• (SugarOutfitters: https://www.sugaroutfitters.com/)Developers:• Sugar Developer Zone (How do I, technical articles, etc.): http://developers.sugarcrm.com/• Sugar Developer Blog: http://developers.sugarcrm.com/wordpress/• Developer Documentation: http://support.sugarcrm.com/02_Documentation/04_Sugar_Developer
    11. 11. Training Plan – End Users / Administrators• Getting Started with Sugar: (http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM)• Lesson 1: Modifying Themes & Languages(http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM/Lesson_1%3A_Modifying_Sugar_using_Themes_and_Languages)• Lesson 2: Navigating in Sugar(http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM/Lesson_2%3A_Navigating_in_Sugar)• Lesson 3: Personalizing Your Home Page(http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM/Lesson_3%3A_Personalizing_Your_Home_Page)• Working with records (http://support.sugarcrm.com/03_Training/02_Videos/05_Working_with_Records)• Creating and Using Reports (http://support.sugarcrm.com/03_Training/02_Videos/03_Creating_Reports)• (for Windows users only) Using the MS Outlook Plug-in (http://support.sugarcrm.com/03_Training/02_Videos/06_SugarCRM_Plug-in_for_Microsoft_Outlook)• Configuring Email Settings (http://support.sugarcrm.com/03_Training/02_Videos/10_Configuring_Email_Settings)• (for Marketing users only) Creating Email Campaigns (http://support.sugarcrm.com/03_Training/02_Videos/11_Creating_Email_Campaigns)• HDI Guides• Understand Record Terms, Icons, and Actions(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/036_Understand_Record_Terms%2C_Icons%2C_and_Actions_v6.5)• Create and Manage Records(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/037_Create_and_Manage_Records_v6.5)• Merge Duplicate Records (http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/039_Merge_Duplicate_Records)• Edit Duplicate Records (http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/040_Edit_Multiple_Records_v6.5)• Delete Multiple Records(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/042_Delete_Multiple_Records_v6.5• Create and Manage Linked Records(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/045_Create_and_Manage_Linked_Records_v6.5)• Use Sugar Email (http://support.sugarcrm.com/03_Training/01_How_Do_I/70_Use_Sugar_Email)• Organize my Activities (http://support.sugarcrm.com/03_Training/01_How_Do_I/60_Organize_My_Activities)• Create and Use Reports (http://support.sugarcrm.com/03_Training/01_How_Do_I/60_Create_and_Use_Reports)• Manage my Pipeline (http://support.sugarcrm.com/03_Training/01_How_Do_I/30_Manage_My_Pipeline)• Generate Leads (http://support.sugarcrm.com/03_Training/01_How_Do_I/15_Generate_Leads)• Manage Record History (http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Manage_Record_History_v6.5)
    12. 12. Training Plan (Administrators only)• Creating Users, Teams, Roles:http://support.sugarcrm.com/03_Training/02_Videos/09_Creating_Users%2C_Teams_and_Roles_in_Sugar)• Creating Effective Workflows:http://support.sugarcrm.com/03_Training/02_Videos/07_Creating_Effective_Workflows_in_Sugar)• Setting up Workflow Rules:http://support.sugarcrm.com/03_Training/02_Videos/08_Setting_up_Workflow_Rules_in_Sugar)• Importing Data into Sugar:http://support.sugarcrm.com/03_Training/02_Videos/12_Importing_Data)• HDI Guides• Administer and Configure Sugar:http://support.sugarcrm.com/03_Training/01_How_Do_I/90_Administer_and_Configure_Sugar)• Export Data:http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Export_Data_v6.5)• Import Data:http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Import_Data_v6.5)• Import Related Records:http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Import_Related_Records_v6.4_and_v6.5)
    13. 13. SugarCRM Specific Best Practices• Configuration– Disable auto-generated password feature during yourinitial configuration– Avoid too many administrators– Define your own standard for naming fields / dropdowns– Document the configurations you made– Less is more: remove not needed modules / fields /dropdown values– Use SugarLogic– Use help texts– Define teams and roles
    14. 14. SugarCRM specific Best Practices (Cont’d)• Workflows– Provide all needed information in internal email notifications– Avoid too many emails  use reports/dashlets instead• Reports– Use pre-fixes– Define Role• Data Quality– Tracker Reports– Required Fields– Audit
    15. 15. SugarCRM specific Best Practices (Cont’d)• General– Optimize Home Tab– Implement 360 degree view of your customer– Use standard functionality• Web-to-Lead• Email-to-Case• PlugIns• Mobile– Define how and where to save information (notes, meetings,etc.)– Keep historical data: re-assign open records
    16. 16. Best Practices Closing• Review past milestone / project• Perform closure meeting• Document project results(Benchmarking)• Perform CIP / develop lessons learned• Adjust detail plans- project approval- project postcalculation- archive projectdata- continuousimprovementprocess (CIP)- project closuremeetingInitiating Planning(Iteration per Milestone / Subproject)Execution(Iteration per Milestone / Subproject)Closing(Iteration perMilestone / Subproject)
    17. 17. Critical Success Factors• Plan and Live your CRM– CRM vision / strategy– Company-wide usage– Management support• Stay in control of your project– Involve (key-) users– Communicate openly and early (especially issues)– Document requirements, achievements, risks, meeting results– Implementation in milestones– Review your processes continuously• Configure the system for your business needs– Integrate the CRM system with the other systems (e.g. ERP system)– Complete implementation of important processes• Perform intensive trainings and tests
    18. 18. Best Practices for ImplementationQuestions?Thank you for attending this session18

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