©2011 SugarCRM Inc. All rights reserved.

Erin FetskoPrincipal Sales Engineer, SugarCRM

CRM Made Successful: Best Practices for Managing CRM Adoption

©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

You Just Bought Sugar!

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Identify common adoption roadblocksDiscuss strategies to avoid and/or overcomeissuesPlan to improve adoption

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Stumbling Block #1:Doing too Much too Fast

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How evolved is your process?

What Process? Manual Managed Defined Optimized

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Seize this opportunity to change

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Stumbling Block #2:Poor Design

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UseYOUR

Vernacular

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Death by Required

Fields

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Leverage WorkflowWell defined processesBusy WorkEscalationsSLAs

Business Logic Hooks & SugarLogicDrive process through the user experience

Sales methodologiesSupport scripts

Hook into other systems

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MovingIn

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©2011 SugarCRM Inc. All rights reserved.

Stumbling Block #3:Individual Contributor Protest

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Big Brother

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Big PicturePersonal Time SavingsEase of UseLong Term Goals (w/caution)

Touch on

Specifics What will changeHow to ...

Training

Stear Clear Of

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Quit while you're ahead

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What's in it for me?

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©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

Recruit a Shepherd

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Stumbling Block #4:Management Fails to Commit

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Pick a Side

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Secure Executive Sponsorship

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With executive buy-in you get...

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Stumbling Block #5:Impatient Stick in the Mud

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Phase it in

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Listen to your staff

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Stumbling Block #6:Company Wide Alignment

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Success Sings

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So what have we learned?

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Change ManagementGo slowGet a sponsorStay flexibleAsk for help

©2011 SugarCRM Inc. All rights reserved.

©2011 SugarCRM Inc. All rights reserved.

Principal Sales Engineer, SugarCRM

erin@sugarcrm.com@EbullientErin

Erin Fetsko