1. Best Practices for Implementation
Kathrin Kohlhaeufl, PMP
Senior Business Analyst, SugarCRM
April 2013

2. Every Customer
Every User
Every Time

3. Agenda
• Phases of a CRM Implementation
– Best Practices Initiating
– Best Practices Planning
– Best Practices Execution
• Best Practices
• Helpful Resources / Documentation
• Training Plan (Self Learning)
• SugarCRM configuration best practices
– Best Practices Closing
• Critical Success Factors

4. Phases of a CRM Implementation
N
- workshop(s)
- feasibility study / cost
estimate
- general plan
- detail plans per milestone /
subproject
- review former milestones
- kickoff meeting
- implementation / change requests
- trainings / test
- going live and approval of
milestone
- ongoing:
Risk Management, Project
Controlling, Project Reporting,
Quality Management
- project approval
- project post
calculation
- archive project
data
- continuous
improvement
process (CIP)
- project closure
meeting
- develop CRM
strategy
- define project
scope
- create project
management
plan
- select CRM
system /
service
provider
Initiating Planning
(Iteration per Milestone / Subproject)
Execution
(Iteration per Milestone / Subproject)
Closing
(Iteration per
Milestone / Subproject)
 Monitoring and Controlling 

5. Best Practices Initiating
• Know the project, goals and strategy
• Know your major stakeholders
• Define assumptions, constraints and risks
early in the process and develop them
during the project
• Establish and document stakeholder
commitments
• Establish clear roles and responsibilities
• Set customer expectations
Initiating Planning
(Iteration per Milestone / Subproject)
Execution
(Iteration per Milestone / Subproject)
Closing
(Iteration per
Milestone / Subproject)
- develop CRM
strategy
- define project
scope
- create project
management
plan
- select CRM
system / service
provider

6. Best Practices Planning
Show me how your project starts and I will show you
how it will end…
• Build relationships and an open project environment
• Create detail plans for managing all major aspects of
the project (scope, time, effort, risks, resources,
escalations…)
• Get the key users (externally and internally) involved
• Execute a kickoff meeting to introduce the project to
all relevant stakeholders
• Implement in multiple, less complex milestones
• Set up communications plan
Initiating Planning
(Iteration per Milestone / Subproject)
Execution
(Iteration per Milestone / Subproject)
Closing
(Iteration per
Milestone / Subproject)
- workshop(s)
- feasibility study / cost
estimate
- general plan
- detail plans per
milestone / subproject
- review former milestones
- kickoff meeting

7. Discovery Process
• Discovery Questionnaire
• KickOff Call
• Discovery Session(s)
• Workshop Documentation
• Statement of Work / Quote

8. Best Practices Execution
• German saying: “Wer schreibt der bleib”t – document,
document, document
• Stay in control of your project
• No meeting without agenda
• Perform partial approvals
• Perform ongoing monitoring and controlling activities
• Communicate project achievements, but also issues, risks
asap and very openly – and provide solutions
• Set up development, testing and production environment
• Enable the customer
• Perform trainings (by department, region, process, role…)
• Plan and perform tests
• Involve key users
• Use templates and checklists
- implementation /
change requests
- trainings / test
- going live and approval
of milestone
- ongoing:
Risk Management,
Project Controlling,
Project Reporting,
Quality Management
Initiating Planning
(Iteration per Milestone / Subproject)
Execution
(Iteration per Milestone / Subproject)
Closing
(Iteration per
Milestone / Subproject)

9. Helpful Resources - General
• OnDemand Service Status: http://status.sugarcrm.com/
• Supported Versions: http://support.sugarcrm.com/05_Resources/02_Supported_Versions
• Supported Platforms: http://support.sugarcrm.com/05_Resources/03_Supported_Platforms
• White Papers: http://www.sugarcrm.com/whitepapers
• Press Releases & Articles: http://www.sugarcrm.com/news
• Upcoming Events: http://www.sugarcrm.com/events
• Submit a Bug or Feature Request: http://www.sugarcrm.com/support/bugs.html
• Case Studies: http://www.sugarcrm.com/case-studies
• Sugar Demos: http://www.sugarcrm.com/demos
• Sugar Webcasts: http://www.sugarcrm.com/webcasts
• CRM Software Packages and Pricing
http://www.sugarcrm.com/page/editions-pricing/en (contains a link to download a detailed Comparison
Chart)
• SugarCRM Forum: http://forums.sugarcrm.com/
• Sugar Exchange (SugarCRM market place; watch Certified by SugarCRM icon):
http://www.sugarexchange.com/
• Sugar Forge (community market place): http://www.sugarforge.org/
• Sugar Support: http://support.sugarcrm.com

10. Documentation / Blogs
Blogs:
• CRM Outsiders Blog: http://crmoutsiders.com/
• SugarCRM Corporate Blog: http://blog.sugarcrm.com/
Documentation:
• Main Page:http://support.sugarcrm.com/02_Documentation
• Application: http://support.sugarcrm.com/02_Documentation/01_Sugar_Editions
• Mobile: http://support.sugarcrm.com/02_Documentation/02_Sugar_Mobile_and_Mobile_Plus
• PlugIns: http://support.sugarcrm.com/02_Documentation/03_Sugar_Plug-ins
Training / Knowledge Transfer:
• Support / Training (Main Page): http://support.sugarcrm.com/
• HOW DO I…?: http://support.sugarcrm.com/03_Training/01_How_Do_I
• Cost free pre-recorded trainings: http://support.sugarcrm.com/03_Training/02_Videos
SugarCRM AddOns:
• SugarExchange: http://www.sugarexchange.com/
• SugarForce: http://www.sugarforge.org/
• (SugarOutfitters: https://www.sugaroutfitters.com/)
Developers:
• Sugar Developer Zone (How do I, technical articles, etc.): http://developers.sugarcrm.com/
• Sugar Developer Blog: http://developers.sugarcrm.com/wordpress/
• Developer Documentation: http://support.sugarcrm.com/02_Documentation/04_Sugar_Developer

11. Training Plan – End Users / Administrators
• Getting Started with Sugar: (http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM)
• Lesson 1: Modifying Themes & Languages
(http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM/Lesson_1%3A_Modifying_Sugar_using_Themes_
and_Languages)
• Lesson 2: Navigating in Sugar
(http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM/Lesson_2%3A_Navigating_in_Sugar)
• Lesson 3: Personalizing Your Home Page
(http://support.sugarcrm.com/03_Training/02_Videos/02_Getting_Started_with_SugarCRM/Lesson_3%3A_Personalizing_Your_Home_Page)
• Working with records (http://support.sugarcrm.com/03_Training/02_Videos/05_Working_with_Records)
• Creating and Using Reports (http://support.sugarcrm.com/03_Training/02_Videos/03_Creating_Reports)
• (for Windows users only) Using the MS Outlook Plug-in (http://support.sugarcrm.com/03_Training/02_Videos/06_SugarCRM_Plug-
in_for_Microsoft_Outlook)
• Configuring Email Settings (http://support.sugarcrm.com/03_Training/02_Videos/10_Configuring_Email_Settings)
• (for Marketing users only) Creating Email Campaigns (http://support.sugarcrm.com/03_Training/02_Videos/11_Creating_Email_Campaigns)
• HDI Guides
• Understand Record Terms, Icons, and Actions
(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/036_Understand_Record_Terms%2C_Icons%2C_and_Acti
ons_v6.5)
• Create and Manage Records
(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/037_Create_and_Manage_Records_v6.5)
• Merge Duplicate Records (http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/039_Merge_Duplicate_Records)
• Edit Duplicate Records (http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/040_Edit_Multiple_Records_v6.5)
• Delete Multiple Records
(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/042_Delete_Multiple_Records_v6.5
• Create and Manage Linked Records
(http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/045_Create_and_Manage_Linked_Records_v6.5)
• Use Sugar Email (http://support.sugarcrm.com/03_Training/01_How_Do_I/70_Use_Sugar_Email)
• Organize my Activities (http://support.sugarcrm.com/03_Training/01_How_Do_I/60_Organize_My_Activities)
• Create and Use Reports (http://support.sugarcrm.com/03_Training/01_How_Do_I/60_Create_and_Use_Reports)
• Manage my Pipeline (http://support.sugarcrm.com/03_Training/01_How_Do_I/30_Manage_My_Pipeline)
• Generate Leads (http://support.sugarcrm.com/03_Training/01_How_Do_I/15_Generate_Leads)
• Manage Record History (http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Manage_Record_History_v6.5)

12. Training Plan (Administrators only)
• Creating Users, Teams, Roles:
http://support.sugarcrm.com/03_Training/02_Videos/09_Creating_Users%2C_Teams_and_Roles_in_Sug
ar)
• Creating Effective Workflows:
http://support.sugarcrm.com/03_Training/02_Videos/07_Creating_Effective_Workflows_in_Sugar)
• Setting up Workflow Rules:
http://support.sugarcrm.com/03_Training/02_Videos/08_Setting_up_Workflow_Rules_in_Sugar)
• Importing Data into Sugar:http://support.sugarcrm.com/03_Training/02_Videos/12_Importing_Data)
• HDI Guides
• Administer and Configure Sugar:
http://support.sugarcrm.com/03_Training/01_How_Do_I/90_Administer_and_Configure_Sugar)
• Export Data:
http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Export_Data_v6.5)
• Import Data:
http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Import_Data_v6.5)
• Import Related Records:
http://support.sugarcrm.com/03_Training/01_How_Do_I/10_Work_with_Records/Import_Related_Record
s_v6.4_and_v6.5)

13. 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

14. SugarCRM specific Best Practices (Cont’d)
• 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

15. SugarCRM specific Best Practices (Cont’d)
• General
– Optimize Home Tab
– Implement 360 degree view of your customer
– Use standard functionality
• Web-to-Lead
• Email-to-Case
• PlugIns
• Mobile
– Define how and where to save information (notes, meetings,
etc.)
– Keep historical data: re-assign open records

16. Best Practices Closing
• Review past milestone / project
• Perform closure meeting
• Document project results
(Benchmarking)
• Perform CIP / develop lessons learned
• Adjust detail plans
- project approval
- project post
calculation
- archive project
data
- continuous
improvement
process (CIP)
- project closure
meeting
Initiating Planning
(Iteration per Milestone / Subproject)
Execution
(Iteration per Milestone / Subproject)
Closing
(Iteration per
Milestone / Subproject)

17. Critical Success Factors
• Plan and Live your CRM
– CRM vision / strategy
– Company-wide usage
– Management support
• Stay in control of your project
– Involve (key-) users
– Communicate openly and early (especially issues)
– Document requirements, achievements, risks, meeting results
– Implementation in milestones
– Review your processes continuously
• Configure the system for your business needs
– Integrate the CRM system with the other systems (e.g. ERP system)
– Complete implementation of important processes
• Perform intensive trainings and tests

18. Best Practices for Implementation
Questions?
Thank you for attending this session
18