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CRM Made Successful: Best Practices for Driving CRM Adoption | SugarCon 2011
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CRM Made Successful: Best Practices for Driving CRM Adoption | SugarCon 2011

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In this presentation, you will learn some tips and tricks for driving use and value from your Sugar deployment in a short amount of time. …

In this presentation, you will learn some tips and tricks for driving use and value from your Sugar deployment in a short amount of time.

Presented by Erin Fetsko, Solutions Architect, SugarCRM, at SugarCon 2011

Published in: Business

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  • 1. CRM Made Successful:Best Practices for Managing CRM Adoption Erin Fetsko Principal Sales Engineer, SugarCRM ©2011 SugarCRM Inc. All rights reserved.
  • 2. ©2011 SugarCRM Inc. All rights reserved.
  • 3. ©2011 SugarCRM Inc. All rights reserved.
  • 4. You Just Bought Sugar! ©2011 SugarCRM Inc. All rights reserved.
  • 5. Identify common adoptionroadblocksDiscuss strategies toavoid and/or overcomeissuesPlan toimproveadoption ©2011 SugarCRM Inc. All rights reserved.
  • 6. Stumbling Block #1:Doing too Much too Fast ©2011 SugarCRM Inc. All rights reserved.
  • 7. How evolved is your process?What Process? Manual Managed Defined Optimized ©2010 SugarCRM Inc. All rights reserved. ©2011 SugarCRM Inc. All rights reserved.
  • 8. Seize this opportunity to change ©2011 SugarCRM Inc. All rights reserved.
  • 9. Stumbling Block #2: Poor Design ©2011 SugarCRM Inc. All rights reserved.
  • 10. Use YOURVernacular ©2011 SugarCRM Inc. All rights reserved.
  • 11. Death byRequired Fields ©2011 SugarCRM Inc. All rights reserved.
  • 12. Business Logic Hooks & SugarLogic Drive process through the user experience Sales methodologies Support scripts Hook into other systems Leverage Workflow Well defined processes Busy Work Escalations SLAs ©2011 SugarCRM Inc. All rights reserved.
  • 13. Moving In©2011 SugarCRM Inc. All rights reserved.
  • 14. ©2011 SugarCRM Inc. All rights reserved.
  • 15. Stumbling Block #3:Individual Contributor Protest ©2011 SugarCRM Inc. All rights reserved.
  • 16. ©2011 SugarCRM Inc. All rights reserved.
  • 17. BigBrother ©2011 SugarCRM Inc. All rights reserved.
  • 18. Touch on Big Picture Personal Time Savings Ease of Use Long Term Goals (w/caution)Stear Clear Of Specifics What will change How to ... Training ©2011 SugarCRM Inc. All rights reserved.
  • 19. Quit while youre ahead ©2011 SugarCRM Inc. All rights reserved.
  • 20. Whats in it for me? ©2011 SugarCRM Inc. All rights reserved.
  • 21. ©2011 SugarCRM Inc. All rights reserved.
  • 22. ©2011 SugarCRM Inc. All rights reserved.
  • 23. ©2011 SugarCRM Inc. All rights reserved.
  • 24. ©2011 SugarCRM Inc. All rights reserved.
  • 25. Recruit aShepherd ©2011 SugarCRM Inc. All rights reserved.
  • 26. Stumbling Block #4:Management Fails to Commit ©2011 SugarCRM Inc. All rights reserved.
  • 27. Pick a Side ©2011 SugarCRM Inc. All rights reserved.
  • 28. Secure Executive Sponsorship ©2011 SugarCRM Inc. All rights reserved.
  • 29. With executivebuy-in you get... ©2011 SugarCRM Inc. All rights reserved.
  • 30. Stumbling Block #5:Impatient Stick in the Mud ©2011 SugarCRM Inc. All rights reserved.
  • 31. Phase it in ©2011 SugarCRM Inc. All rights reserved.
  • 32. ©2011 SugarCRM Inc. All rights reserved.
  • 33. Listen to your staff ©2011 SugarCRM Inc. All rights reserved.
  • 34. Stumbling Block #6:Company Wide Alignment ©2011 SugarCRM Inc. All rights reserved.
  • 35. Success Sings ©2011 SugarCRM Inc. All rights reserved.
  • 36. ©2011 SugarCRM Inc. All rights reserved.
  • 37. So what have we learned? ©2011 SugarCRM Inc. All rights reserved.
  • 38. Change Management Go slow Get a sponsor Stay flexible Ask for help ©2011 SugarCRM Inc. All rights reserved.
  • 39. ©2011 SugarCRM Inc. All rights reserved.
  • 40. Erin FetskoPrincipal Sales Engineer, SugarCRMerin@sugarcrm.com@EbullientErin ©2011 SugarCRM Inc. All rights reserved.