5 Best Practices for CRM Excellence

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© 2022 SugarCRM Inc. All rights reserved. Brie Rowe Director, Sugar U SugarCRM [email protected] Presenters Jana Ferguson Director, Customer Enablement SugarCRM [email protected] Sarah Friedlander Garcia Director, Content & Creative SugarCRM [email protected] 3

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© 2022 SugarCRM Inc. All rights reserved. • Introduction • Best Practices to Achieve CRM Excellence 1. Why Communication is Key 2. How to Tailor Technology to Support your Processes 3. How Can Managers Help 4. What Happens after Go-Live 5. How to Foster Peer Engagement • GROW Adoption Framework • Q&A Agenda 4 4

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© 2022 SugarCRM Inc. All rights reserved. Communication is Key • Communicate, communicate, and communicate some more • Continuous dissemination of information • Varied forms of communication • Break information into bite-sized pieces • Reiterate the same information often • Use multiple “messengers” to deliver the same message 5 Email Video Intranet site/ Web page

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© 2022 SugarCRM Inc. All rights reserved. • Consider how users in various roles go about their day-to-day • Build the tool into the daily processes of your users • Tailor the technology to support your processes • Identify where direct-access can be leveraged Ex.: Display reports or dashboards directly from the app during meetings Tailor Your Tech to Your Processes 7

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© 2022 SugarCRM Inc. All rights reserved. Key Role: Managers • Connect individual team members to company-wide initiatives • Accountability & coaching • Be a positive voice 9 Collect feedback Identify gaps Communicate benefits Ease transitions

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© 2022 SugarCRM Inc. All rights reserved. • Don’t stop at Go-Live • Ongoing support & reinforcement will be necessary • Accept feedback • Iterate on technology & processes Go-Live is Just the Beginning 11 Regular training cadence “Office Hours” New-hire training

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© 2022 SugarCRM Inc. All rights reserved. Foster Peer Engagement • Foster peer-to-peer networks & informal collaboration • Learning from coworkers is more effective than formalized training • Identify internal “champions” who can support these informal networks • Create a space for engagement – especially for remote workers 13 Chat tools Team sites

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© 2022 SugarCRM Inc. All rights reserved. Available in the Adoption Group in SugarClub: https://sugarclub.sugarcrm.com/adoption/ Guides & workbooks to help you launch, reinforce, or grow your adoption initiatives Curated resources from around Sugar Tailored Learning Plans to help support your users GROW Adoption Framework 15