CRM 101: Session 7: Best Practices for Your CRM Implementation

Best Practices for your CRM Implementation

CRM 101

Kathrin Kohlhäufl, PMP Senior Business Analyst, SugarCRM

4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 2

Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 3

Agenda

How to set up a successful CRM Project Project Plan Components of a (CRM) Software Implementation

Critical Success Factors

SugarCRM specific Best Practices Q & A


How to set up a successful CRM Project

“Show me how your project starts… …and I show you how it will end”


Project Plan “CRM Project”

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


Components of a (CRM) Software Implementation

Technical Decisions Strategic Decisions Project Team (internal and external resources) Configurations Programming Reporting / Automatism Data Migration Integrations Tests Trainings Ongoing Enhancements


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


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 Use PlugIns



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


Optimize Home Tab


360 degree view of your customer


Optimize Layouts / Searches

Advanced Search

List Views

Subpanels

Pop ups


Web – to – Lead Form


Mobile



Define how and where to save information (notes, meetings, etc.)

Keep historical data: re-assign open records

Use SugarCRM Knowledge Base: http://support.sugarcrm.com/

http://support.sugarcrm.com/


Conclusion

Plan and live your CRM

Involve your team

Configure the system to your specific needs

Train Your Team

Review your processes continuously


Q&A


Submit Session Feedback Select the SugarCon Mobile App: 1) Tap on this session 2) Tap on survey 3) Submit your feedback

*iPad prizes for attendees who submit session feedback using the Mobile App


#SCON12

CRM 101: Session 7: Best Practices for Your CRM Implementation

Technology

Transcript of CRM 101: Session 7: Best Practices for Your CRM Implementation