CRM Acceleration London, September 2012, Presentation getting started with Sugar, Simon Chapman

1. Getting Started With Sugar
Sugar Best Practice

2. The Project Plan
ß Monitoring and Controlling à
Discovery Planning Execution Closing
(Iteration per Milestone / Sub-project) (Iteration per Milestone / Sub-project) (Iteration per
Milestone / Sub-project)
- Develop CRM - Workshops - Implementation / change requests - Project approval
strategy
- Feasibility study / Cost estimate
- Training / testing - Project post calculation
- Define project
scope
- General plan
- Go live and approval of milestones - Archive project data
- Create project
- Detailed plans per milestone /
management - Ongoing: - Continuous
sub-project
plan Risk Management, Project Management, improvement process
Project Reports, Quality Management (CIP)
- Review former milestones
- Select CRM
system / - Project closure meeting
Service provider and debrief
- Kick-off meeting
© 2011 SugarCRM, Inc. All rights reserved.

3. Critical Success Factors
• Technical Decisions
• Strategic Decisions
• Project Team (Internal and External resources)
• Configurations
• Programming / Development
• Reporting / Automation
• Data Migration
• Integrations
• Testing
• Training
• Ongoing Enhancements and Developments
© 2011 SugarCRM, Inc. All rights reserved.

4. Critical Success Factors
• CRM Vision / Strategy
• Top management support
• Company wide usage
• Complete implementation of important processes
• Implementation in milestones
• Involve your users, develop for key users
• Train Your Team
© 2011 SugarCRM, Inc. All rights reserved.

5. SugarCRM Best Practice
• 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’ve made
– Less is more: remove unrequired modules / fields / dropdown
values
– Use SugarLogic
– Define System Settings, Currencies
and Default Behaviours
– Use Help Information
– Define Users, Teams and Roles
– Use Plug-ins
© 2011 SugarCRM, Inc. All rights reserved.

6. SugarCRM Best Practice
• Workflows
– Provide all needed information in internal Email Notifications
– Avoid too many Emails à Use Reports / Dashlets instead
• Reports
– Use Pre-fixes
– Define Role
• Data Quality
– Tracker Reports
– Required / Compulsory Fields
– Audit

7. Optimise Homepages

8. Optimise the 360° view of your customer

9. Optimise Layouts / Searches
• Advanced Search
• List Views
• Sub-panels
• Pop-ups

10. Web to Lead Forms (Use Out of the box)

11. SugarCRM Best Practice
• Define how and where to save information
(Notes, Tasks, Meetings, etc.)
• Keep historical data: Re-assign open, potentially
stale records
• Use the SugarCRM Knowledge Base:
http://support.sugarcrm.com/

12. Demonstration
Show me some demo stuff…!

13. Conclusion
• Plan and live your CRM
• Involve your team
• Configure the system to the specific needs
• Train Your Team
But most of all:
Review your processes regularly.

14. Questions
If you have any questions, please ask…