CRM 101: Session 7: Best Practices for Your CRM Implementation

4,805 views
4,422 views

Published on

Published in: Technology, Business
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
4,805
On SlideShare
0
From Embeds
0
Number of Embeds
14
Actions
Shares
0
Downloads
161
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

CRM 101: Session 7: Best Practices for Your CRM Implementation

  1. 1. CRM 101Best Practices for your CRM Implementation
  2. 2. Kathrin Kohlhäufl, PMPSenior Business Analyst, SugarCRM 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 2
  3. 3. Agenda How to set up a successful CRM Project Project Plan Components of a (CRM) Software Implementation Critical Success Factors SugarCRM specific Best Practices Q&ATweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 3
  4. 4. How to set up a successful CRM Project“Show  me  how  your  project  starts……and  I  show  you  how  it  will  end”Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 4
  5. 5. Project  Plan  “CRM  Project”  Monitoring and Controlling  Planning Execution Closing Initiating (Iteration per Milestone / Subproject) (Iteration per (Iteration per Milestone / Subproject) Milestone / Subproject)- develop CRM - workshop(s) - implementation / change requests - project approval strategy - feasibility study / cost estimate - trainings / test - project post calculation- define project N scope - general plan - going live and approval of milestone - archive project data- create project - detail plans per milestone / management - ongoing: - continuous subproject plan Risk Management, Project Controlling, improvement process Project Reporting, Quality Management (CIP) - review former milestones- select CRM system / service - project closure meeting provider - kickoff meetingTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 5
  6. 6. Components of a (CRM) Software Implementation Technical Decisions Strategic Decisions Project Team (internal and external resources) Configurations Programming Reporting / Automatism Data Migration Integrations Tests Trainings Ongoing EnhancementsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 6
  7. 7. Critical Success Factors CRM Vision / Strategy Top management support Company wide usage Complete implementation of important processes Implementation in milestones Involve (key-)users Train Your TeamTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 7
  8. 8. SugarCRM specific Best PracticesTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 8
  9. 9. SugarCRM specific Best Practices Configuration Disable auto-generated password feature during your initial 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 Use PlugInsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 9
  10. 10. SugarCRM specific Best Practices 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 AuditTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 10
  11. 11. Optimize Home TabTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 11
  12. 12. 360 degree view of your customerTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 12
  13. 13. Optimize Layouts / Searches Advanced Search List Views Subpanels Pop upsTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 13
  14. 14. Web – to – Lead FormTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 14
  15. 15. MobileTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 15
  16. 16. SugarCRM specific Best Practices Define how and where to save information (notes, meetings, etc.) Keep historical data: re-assign open records Use SugarCRM Knowledge Base: http://support.sugarcrm.com/Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 16
  17. 17. Conclusion Plan and live your CRM Involve your team Configure the system to your specific needs Train Your Team Review your processes continuouslyTweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 17
  18. 18. Q&ATweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 18
  19. 19. Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback*iPad prizes for attendees who submit session feedback using the Mobile App 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 19
  20. 20. #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 20

×