CRM 101: Session 7: Best Practices for Your CRM Implementation
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Best Practices for your CRM Implementation
CRM 101
Kathrin Kohlhäufl, PMP Senior Business Analyst, SugarCRM
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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
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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”
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
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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
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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 Team
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SugarCRM specific Best Practices
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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
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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
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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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Web – to – Lead Form
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Mobile
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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/
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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 processes continuously
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Q&A
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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
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