5 Best Practices for CRM Excellence

Learn our best practices to achieve CRM excellence, including:

- Why communication is key
- How to tailor technology to support your processes
- How can managers help
- What happens after go-live
- How to foster peer engagement

Transcript

1. 5 Best Practices for
   CRM Excellence
   

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2. © 2022 SugarCRM Inc. All rights reserved.
   2
   Everyone is
   on mute
   Questions
   are welcome
   Recording
   available
   Before We Start
   

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3. © 2022 SugarCRM Inc. All rights reserved.
   Brie Rowe
   Director, Sugar U
   SugarCRM
   browe@sugarcrm.com
   Presenters
   Jana Ferguson
   Director, Customer Enablement
   SugarCRM
   jferguson@sugarcrm.com
   Sarah Friedlander Garcia
   Director, Content & Creative
   SugarCRM
   sarah.friedlander@sugarcrm.com
   3
   

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4. © 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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5. © 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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6. © 2022 SugarCRM Inc. All rights reserved.
   How does your company
   communicate change?
   6
   

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7. © 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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8. © 2022 SugarCRM Inc. All rights reserved.
   Do you feel your people,
   processes, and technology
   are in alignment?
   8
   

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9. © 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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10. © 2022 SugarCRM Inc. All rights reserved.
    Does your organization
    leverage managers
    to communicate change?
    10
    

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11. © 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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12. © 2022 SugarCRM Inc. All rights reserved.
    How often is
    training reinforced
    at your organization?
    12
    

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13. © 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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14. © 2022 SugarCRM Inc. All rights reserved.
    What channels do
    you use to promote
    peer engagement?
    14
    

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15. © 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
    

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16. © 2022 SugarCRM Inc. All rights reserved.
    Q&A
    16
    

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17. © 2022 SugarCRM Inc. All rights reserved.
    Thank You!
    17
    

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18. © 2022 SugarCRM Inc. All rights reserved.
    sugarcrm.com
    18
    

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