CRM 101: Session 7: Best Practices for Your CRM Implementation
-
Upload
sugarcrm -
Category
Technology
-
view
3.780 -
download
2
description
Transcript of CRM 101: Session 7: Best Practices for Your CRM Implementation
![Page 1: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/1.jpg)
Best Practices for your CRM Implementation
CRM 101
![Page 2: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/2.jpg)
Kathrin Kohlhäufl, PMP Senior Business Analyst, SugarCRM
4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 2
![Page 3: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/3.jpg)
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
![Page 4: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/4.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 4
How to set up a successful CRM Project
“Show me how your project starts… …and I show you how it will end”
![Page 5: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/5.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 5
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
![Page 6: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/6.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 6
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
![Page 7: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/7.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 7
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
![Page 8: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/8.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 8
SugarCRM specific Best Practices
![Page 9: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/9.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 9
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
![Page 10: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/10.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 10
SugarCRM specific Best Practices
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
![Page 11: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/11.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 11
Optimize Home Tab
![Page 12: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/12.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 12
360 degree view of your customer
![Page 13: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/13.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 13
Optimize Layouts / Searches
Advanced Search
List Views
Subpanels
Pop ups
![Page 14: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/14.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 14
Web – to – Lead Form
![Page 15: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/15.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 15
Mobile
![Page 16: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/16.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 16
SugarCRM specific Best Practices
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/
![Page 17: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/17.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 17
Conclusion
Plan and live your CRM
Involve your team
Configure the system to your specific needs
Train Your Team
Review your processes continuously
![Page 18: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/18.jpg)
Tweet: #SCON12 4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 18
Q&A
![Page 19: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/19.jpg)
4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 19
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
![Page 20: CRM 101: Session 7: Best Practices for Your CRM Implementation](https://reader033.fdocuments.in/reader033/viewer/2022051208/546c4dd9af795971298b4eb5/html5/thumbnails/20.jpg)
4/25/2012 ©2012 SugarCRM Inc. All rights reserved. 20
#SCON12