Getting Started with SugarCRM

Best Practices for Automating Your

Sales Force

Kathrin Kohlhäufl, SugarCRM

Senior Business Analyst

©2011 SugarCRM Inc. All rights reserved.

Agenda

How to set up a successful CRM Project

Critical Success Factors

SugarCRM specific configurations to automate your sales force

Q & A

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How to set up a successful CRM Project

“Show me how your project starts

and I show you how it

will end”

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Project Plan “CRM Project”

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N

Initiating Planning(Iteration per Milestone / Subproject)

Execution(Iteration per Milestone / Subproject)

Y YN

YN

YN

YN

YN

YN

Closing(Iteration per

Milestone / Subproject)

Monitoring and Controlling

Project Plan “CRM Project”

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N

- 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)

Y YN

YN

YN

YN

YN

YN

Closing(Iteration per

Milestone / Subproject)

Monitoring and Controlling

Project Plan “CRM Project”

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N

- workshop(s)

- feasibility study / cost estimate

- general plan

- detail plans per milestone / subproject

- review former milestones

- kickoff 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)

Y YN

YN

YN

YN

YN

YN

Closing(Iteration per

Milestone / Subproject)

Monitoring and Controlling

Project Plan “CRM Project”

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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

- 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)

Y YN

YN

YN

YN

YN

YN

Closing(Iteration per

Milestone / Subproject)

Monitoring and Controlling

Project Plan “CRM Project”

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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)

Y YN

YN

YN

YN

YN

YN

Closing(Iteration per

Milestone / Subproject)

Monitoring and Controlling

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CRM Process

Diff

eren

tiatio

n

Generic

Unique

Manual Optimized

CRM Adoption Curve

CRM Adoption Curve

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CRM Process

Diff

eren

tiatio

n

Generic

Unique

Manual Optimized

Manual• Few defined processes, all manual• Data locked in emails & spreadsheets• No measurement or visibility

1.

CRM Adoption Curve

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CRM Process

Diff

eren

tiatio

n

Generic

Unique

Manual Optimized

2. Managed• Repeatable processes• Source of shared data• Limited measurement and visibility

CRM Adoption Curve

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CRM Process

Diff

eren

tiatio

n

Generic

Unique

Manual Optimized

3. Defined• Automated processes• Collaboration across customer facing teams• Clear visibility into future performance

CRM Adoption Curve

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CRM Process

Diff

eren

tiatio

n

Generic

Unique

Manual Optimized

4. Optimized• Differentiated best practices• Integrated and scalable systems• Quickly adapt to changing market

Implementing CRM software

Technical decisions

Basic Configurations

Programming

Data Migration

Integrations

Trainings

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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 Team04/12/2023 16©2011 SugarCRM Inc. All rights reserved.

SugarCRM specific configurations to automate your sales force

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Optimize Home Tab

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360 degree view of your customer

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Optimize Layouts / Searches

Advanced Search

List Views

Subpanels

Pop ups

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Workflows

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Forecasting

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Web – to – Lead Form

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Mobile / iPad

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Social CRM

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Conclusion

Plan and live your CRM

Involve your team

Configure the system to your specific needs

Train Your Team

Review your processescontinuously

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Questions & Answers

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