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

Business

CRM Made Successful:
Best Practices for Managing CRM Adoption

Erin Fetsko
Principal Sales Engineer, SugarCRM

©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

You Just Bought Sugar!

©2011 SugarCRM Inc. All rights reserved.

Identify common adoption
roadblocks
Discuss strategies to
avoid and/or overcome
issues
Plan to
improve
adoption

©2011 SugarCRM Inc. All rights reserved.

Stumbling Block #1:
Doing too Much too Fast

©2011 SugarCRM Inc. All rights reserved.

How evolved is your process?

What Process? Manual Managed Defined Optimized
©2010 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

Seize this opportunity to change

©2011 SugarCRM Inc. All rights reserved.

Stumbling Block #2:
Poor Design

©2011 SugarCRM Inc. All rights reserved.

Use
YOUR
Vernacular

©2011 SugarCRM Inc. All rights reserved.

Death by
Required
Fields

©2011 SugarCRM Inc. All rights reserved.

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.

Moving
In

©2011 SugarCRM Inc. All rights reserved.

Stumbling Block #3:
Individual Contributor Protest

©2011 SugarCRM Inc. All rights reserved.

Big
Brother

©2011 SugarCRM Inc. All rights reserved.

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.

Quit while you're ahead

©2011 SugarCRM Inc. All rights reserved.

What's in it
for me?

©2011 SugarCRM Inc. All rights reserved.

Recruit a
Shepherd

©2011 SugarCRM Inc. All rights reserved.

Stumbling Block #4:
Management Fails to Commit

©2011 SugarCRM Inc. All rights reserved.

Pick a Side

©2011 SugarCRM Inc. All rights reserved.

Secure Executive Sponsorship

©2011 SugarCRM Inc. All rights reserved.

With executive
buy-in you get...

©2011 SugarCRM Inc. All rights reserved.

Stumbling Block #5:
Impatient Stick in the Mud

©2011 SugarCRM Inc. All rights reserved.

Phase it in

©2011 SugarCRM Inc. All rights reserved.

Listen to your staff

©2011 SugarCRM Inc. All rights reserved.

Stumbling Block #6:
Company Wide Alignment

©2011 SugarCRM Inc. All rights reserved.

Success Sings

©2011 SugarCRM Inc. All rights reserved.

So what have we
learned?

©2011 SugarCRM Inc. All rights reserved.

Change Management
Go slow
Get a sponsor
Stay flexible
Ask for help

©2011 SugarCRM Inc. All rights reserved.

Erin Fetsko
Principal Sales Engineer, SugarCRM

erin@sugarcrm.com
@EbullientErin

©2011 SugarCRM Inc. All rights reserved.

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