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
5 Best Practices forCRM Excellence
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© 2022 SugarCRM Inc. All rights reserved.2Everyone ison muteQuestionsare welcomeRecordingavailableBefore We Start
© 2022 SugarCRM Inc. All rights reserved.Brie RoweDirector, Sugar USugarCRM[email protected]PresentersJana FergusonDirector, Customer EnablementSugarCRM[email protected]Sarah Friedlander GarciaDirector, Content & CreativeSugarCRM[email protected]3
© 2022 SugarCRM Inc. All rights reserved.• Introduction• Best Practices to Achieve CRM Excellence1. Why Communication is Key2. How to Tailor Technology to Support yourProcesses3. How Can Managers Help4. What Happens after Go-Live5. How to Foster Peer Engagement• GROW Adoption Framework• Q&AAgenda44
© 2022 SugarCRM Inc. All rights reserved.Communication is Key• Communicate, communicate, andcommunicate 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 thesame message5Email VideoIntranet site/Web page
© 2022 SugarCRM Inc. All rights reserved.How does your companycommunicate change?6
© 2022 SugarCRM Inc. All rights reserved.• Consider how users in various rolesgo about their day-to-day• Build the tool into the daily processesof your users• Tailor the technology to support yourprocesses• Identify where direct-access can beleveragedEx.: Display reports or dashboardsdirectly from the app duringmeetingsTailor Your Tech toYour Processes7
© 2022 SugarCRM Inc. All rights reserved.Do you feel your people,processes, and technologyare in alignment?8
© 2022 SugarCRM Inc. All rights reserved.Key Role: Managers• Connect individual team members tocompany-wide initiatives• Accountability & coaching• Be a positive voice9CollectfeedbackIdentify gapsCommunicatebenefitsEasetransitions
© 2022 SugarCRM Inc. All rights reserved.Does your organizationleverage managersto communicate change?10
© 2022 SugarCRM Inc. All rights reserved.• Don’t stop at Go-Live• Ongoing support & reinforcement will be necessary• Accept feedback• Iterate on technology & processesGo-Live is Just the Beginning11Regular trainingcadence“Office Hours”New-hiretraining
© 2022 SugarCRM Inc. All rights reserved.How often istraining reinforcedat your organization?12
© 2022 SugarCRM Inc. All rights reserved.Foster Peer Engagement• Foster peer-to-peer networks & informalcollaboration• Learning from coworkers is moreeffective than formalized training• Identify internal “champions” who cansupport these informal networks• Create a space for engagement –especially for remote workers13Chat tools Team sites
© 2022 SugarCRM Inc. All rights reserved.What channels doyou use to promotepeer engagement?14
© 2022 SugarCRM Inc. All rights reserved.Available in the Adoption Group in SugarClub: https://sugarclub.sugarcrm.com/adoption/Guides & workbooks to helpyou launch, reinforce, orgrow your adoption initiativesCurated resources fromaround SugarTailored Learning Plans tohelp support your usersGROW Adoption Framework15
© 2022 SugarCRM Inc. All rights reserved.Q&A16
© 2022 SugarCRM Inc. All rights reserved.Thank You!17
© 2022 SugarCRM Inc. All rights reserved.sugarcrm.com18