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Getting Started with SugarCRM: Best Practices for Automating Your Sales Force | SugarCon 2011

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"Show me how your project starts and I show you how it will end." The beginning of a project is the most important part. Automating your sales force requires more than just buying a new system. In …

"Show me how your project starts and I show you how it will end." The beginning of a project is the most important part. Automating your sales force requires more than just buying a new system. In this session, Kathrin Kohlhäufl will give you helpful tips on how to plan and execute a successful CRM implementation including useful features and quick configurations to automate and optimize your Sales force.

Presented by Kathrin Kohlhaufl, Senior Business Analyst, SugarCRM, at SugarCon 2011

Published in Business
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Transcript

  • 1.
  • 2. Getting Started with SugarCRM
    Best Practices for Automating Your
    Sales Force
    Kathrin Kohlhäufl, SugarCRM
    Senior Business Analyst
    ©2011 SugarCRM Inc. All rights reserved.
  • 3. Agenda
    How to set up a successful CRM Project
    Critical Success Factors
    SugarCRM specific configurations to automate your sales force
    Q & A
    4/8/11
    3
    ©2011 SugarCRM Inc. All rights reserved.
  • 4. How to set up a successful CRM Project
    “Show me how your project starts
    and I show you how it will end”
    ©2011 SugarCRM Inc. All rights reserved.
    4/8/11
    4
  • 5. Project Plan “CRM Project”
    4/8/11
    5
    ©2011 SugarCRM Inc. All rights reserved.
     Monitoring and Controlling
    Initiating
    Planning
    (Iteration per Milestone / Subproject)
    Closing
    (Iteration per
    Milestone / Subproject)
    Execution
    (Iteration per Milestone / Subproject)
    Y
    Y
    Y
    Y
    Y
    Y
    Y
    N
    N
    N
    N
    N
    N
    N
  • 6. Project Plan “CRM Project”
    4/8/11
    6
    ©2011 SugarCRM Inc. All rights reserved.
     Monitoring and Controlling
    Initiating
    Planning
    (Iteration per Milestone / Subproject)
    Closing
    (Iteration per
    Milestone / Subproject)
    Execution
    (Iteration per Milestone / Subproject)
    Y
    • develop CRM strategy
    • 7. defineprojectscope
    • 8. create projectmanagement plan
    • 9. select CRM system / serviceprovider
    Y
    Y
    Y
    Y
    Y
    Y
    N
    N
    N
    N
    N
    N
    N
  • 10. Project Plan “CRM Project”
    4/8/11
    7
    ©2011 SugarCRM Inc. All rights reserved.
     Monitoring and Controlling
    Initiating
    Planning
    (Iteration per Milestone / Subproject)
    Closing
    (Iteration per
    Milestone / Subproject)
    Execution
    (Iteration per Milestone / Subproject)
    Y
    • workshop(s)
    • 11. feasibilitystudy/costestimate
    • 12. general plan
    • 13. detailplans per milestone / subproject
    • 14. reviewformermilestones
    • 15. kickoffmeeting
    • 16. develop CRM strategy
    • 17. defineprojectscope
    • 18. create projectmanagement plan
    • 19. select CRM system / serviceprovider
    Y
    Y
    Y
    Y
    Y
    Y
    N
    N
    N
    N
    N
    N
    N
  • 20. Project Plan “CRM Project”
    4/8/11
    8
    ©2011 SugarCRM Inc. All rights reserved.
     Monitoring and Controlling
    Initiating
    Planning
    (Iteration per Milestone / Subproject)
    Closing
    (Iteration per
    Milestone / Subproject)
    Execution
    (Iteration per Milestone / Subproject)
    Y
    • workshop(s)
    • 21. feasibilitystudy/costestimate
    • 22. general plan
    • 23. detailplans per milestone / subproject
    • 24. reviewformermilestones
    • 25. kickoffmeeting
    • 26. implementation / changerequests
    • 27. trainings / test
    • 28. going live andapprovalofmilestone
    • 29. ongoing: Risk Management, Project Controlling, Project Reporting, Quality Management
    • 30. develop CRM strategy
    • 31. defineprojectscope
    • 32. create projectmanagement plan
    • 33. select CRM system / serviceprovider
    Y
    Y
    Y
    Y
    Y
    Y
    N
    N
    N
    N
    N
    N
    N
  • 34. Project Plan “CRM Project”
    4/8/11
    9
    ©2011 SugarCRM Inc. All rights reserved.
     Monitoring and Controlling
    Initiating
    Planning
    (Iteration per Milestone / Subproject)
    Closing
    (Iteration per
    Milestone / Subproject)
    Execution
    (Iteration per Milestone / Subproject)
    Y
    • workshop(s)
    • 35. feasibilitystudy/costestimate
    • 36. general plan
    • 37. detailplans per milestone / subproject
    • 38. reviewformermilestones
    • 39. kickoffmeeting
    • 40. implementation / changerequests
    • 41. trainings / test
    • 42. going live andapprovalofmilestone
    • 43. ongoing: Risk Management, Project Controlling, Project Reporting, Quality Management
    • 44. projectapproval
    • 45. projectpostcalculation
    • 46. archiveprojectdata
    • 47. continuousimprovementprocess (CIP)
    • 48. projectclosuremeeting
    • 49. develop CRM strategy
    • 50. defineprojectscope
    • 51. create projectmanagement plan
    • 52. select CRM system / serviceprovider
    Y
    Y
    Y
    Y
    Y
    Y
    N
    N
    N
    N
    N
    N
    N
  • 53. 4/8/11
    CRM Adoption Curve
    Unique
    Differentiation
    Generic
    CRM Process
    Optimized
    Manual
    ©2010 SugarCRM Inc. All rights reserved.
    10
  • 54. CRM Adoption Curve
    4/8/11
    ©2010 SugarCRM Inc. All rights reserved.
    11
    Unique
    Differentiation
    Manual
    • Few defined processes, all manual
    • 55. Data locked in emails & spreadsheets
    • 56. No measurement or visibility
    1.
    Generic
    CRM Process
    Optimized
    Manual
  • 57. CRM Adoption Curve
    4/8/11
    ©2010 SugarCRM Inc. All rights reserved.
    12
    Unique
    Differentiation
    2.
    Managed
    • Repeatable processes
    • 58. Source of shared data
    • 59. Limited measurement and visibility
    Generic
    CRM Process
    Optimized
    Manual
  • 60. CRM Adoption Curve
    4/8/11
    ©2010 SugarCRM Inc. All rights reserved.
    13
    Unique
    Defined
    • Automated processes
    • 61. Collaboration across customer facing teams
    • 62. Clear visibility into future performance
    3.
    Differentiation
    Generic
    CRM Process
    Optimized
    Manual
  • 63. CRM Adoption Curve
    4/8/11
    ©2010 SugarCRM Inc. All rights reserved.
    14
    4.
    Optimized
    • Differentiated best practices
    • 64. Integrated and scalable systems
    • 65. Quickly adapt to changing market
    Unique
    Differentiation
    Generic
    CRM Process
    Optimized
    Manual
  • 66. Implementing CRM software
    Technical decisions
    Basic Configurations
    Programming
    Data Migration
    Integrations
    Trainings
    4/8/11
    15
    ©2011 SugarCRM Inc. All rights reserved.
  • 67. 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
    4/8/11
    16
    ©2011 SugarCRM Inc. All rights reserved.
  • 68. SugarCRM specific configurations to automate your sales force
    4/8/11
    17
    ©2011 SugarCRM Inc. All rights reserved.
  • 69. Optimize Home Tab
    4/8/11
    18
    ©2011 SugarCRM Inc. All rights reserved.
  • 70. 360 degree view of your customer
    4/8/11
    19
    ©2011 SugarCRM Inc. All rights reserved.
  • 71. Optimize Layouts / Searches
    Advanced Search
    List Views
    Subpanels
    Pop ups
    4/8/11
    20
    ©2011 SugarCRM Inc. All rights reserved.
  • 72. Workflows
    4/8/11
    21
    ©2011 SugarCRM Inc. All rights reserved.
  • 73. Forecasting
    4/8/11
    22
    ©2011 SugarCRM Inc. All rights reserved.
  • 74. Web – to – Lead Form
    4/8/11
    23
    ©2011 SugarCRM Inc. All rights reserved.
  • 75. Mobile / iPad
    4/8/11
    24
    ©2011 SugarCRM Inc. All rights reserved.
  • 76. Social CRM
    4/8/11
    25
    ©2011 SugarCRM Inc. All rights reserved.
  • 77. Conclusion
    Plan and live your CRM
    Involve your team
    Configure the system to your specific needs
    Train Your Team
    Review your processescontinuously
    4/8/11
    26
    ©2011 SugarCRM Inc. All rights reserved.
  • 78. Questions & Answers
    4/8/11
    27
    ©2011 SugarCRM Inc. All rights reserved.