Getting Started With Sugar

Sugar Best Practice

The Project Plan

© 2011 SugarCRM, Inc. All rights reserved.

- Workshops

- Feasibility study / Cost estimate

- General plan

- Detailed plans per milestone / sub-project

- Review former milestones

- Kick-off meeting

-  Implementation / change requests

- Training / testing

- Go live and approval of milestones

- Ongoing: Risk Management, Project Management, Project Reports, Quality Management

- Project approval

- Project post calculation

- Archive project data

- Continuous improvement process (CIP)

- Project closure meeting and debrief

- Develop CRM strategy

- Define project scope

- Create project management plan

- Select CRM system / Service provider

Discovery Planning (Iteration per Milestone / Sub-project)

Execution (Iteration per Milestone / Sub-project)

Closing (Iteration per

Milestone / Sub-project)

ß Monitoring and Controlling à

Critical Success Factors

•  Technical Decisions •  Strategic Decisions •  Project Team (Internal and External resources) •  Configurations •  Programming / Development •  Reporting / Automation •  Data Migration •  Integrations •  Testing •  Training •  Ongoing Enhancements and Developments

© 2011 SugarCRM, Inc. All rights reserved.

Critical Success Factors

•  CRM Vision / Strategy •  Top management support •  Company wide usage •  Complete implementation of important processes •  Implementation in milestones •  Involve your users, develop for key users •  Train Your Team

© 2011 SugarCRM, Inc. All rights reserved.

SugarCRM Best Practice

•  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’ve made –  Less is more: remove unrequired modules / fields / dropdown

values –  Use SugarLogic –  Define System Settings, Currencies

and Default Behaviours –  Use Help Information –  Define Users, Teams and Roles –  Use Plug-ins

© 2011 SugarCRM, Inc. All rights reserved.

SugarCRM Best Practice

•  Workflows –  Provide all needed information in internal Email Notifications –  Avoid too many Emails à Use Reports / Dashlets instead

•  Reports –  Use Pre-fixes –  Define Role

•  Data Quality –  Tracker Reports –  Required / Compulsory Fields –  Audit

Optimise Homepages

Optimise the 360° view of your customer

Optimise Layouts / Searches

•  Advanced Search •  List Views •  Sub-panels •  Pop-ups

Web to Lead Forms (Use Out of the box)

SugarCRM Best Practice

•  Define how and where to save information (Notes, Tasks, Meetings, etc.)

•  Keep historical data: Re-assign open, potentially stale records

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

Demonstration

Show me some demo stuff…!

Conclusion

•  Plan and live your CRM •  Involve your team •  Configure the system to the specific needs •  Train Your Team But most of all: Review your processes regularly.

Questions

If you have any questions, please ask…