The document discusses best practices for implementing a CRM system. It recommends developing a project plan with milestones, selecting the appropriate CRM software, configuring the system to your needs, training employees, and continually reviewing processes. Critical success factors include having executive support, company-wide usage, and implementing important business processes in the CRM. The document also provides SugarCRM-specific tips such as avoiding too many administrators, using workflows efficiently, and optimizing layouts.

1. CRM 101
Best Practices for your CRM Implementation

2. Kathrin Kohlhäufl, PMP
Senior Business Analyst, SugarCRM
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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&A
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4. How to set up a successful CRM Project
“Show me how your project starts…
…and I show you how it will end”
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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 meeting
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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 Enhancements
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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 Team
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8. SugarCRM specific Best Practices
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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 PlugIns
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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
Audit
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11. Optimize Home Tab
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12. 360 degree view of your customer
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13. Optimize Layouts / Searches
 Advanced Search
 List Views
 Subpanels
 Pop ups
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14. Web – to – Lead Form
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15. Mobile
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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/
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17. Conclusion
 Plan and live your CRM
 Involve your team
 Configure the system to
your specific needs
 Train Your Team
 Review your processes
continuously
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18. Q&A
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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
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20. #SCON12
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