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5 Best Practices for CRM Excellence

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

SugarCRM
PRO

January 18, 2022
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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
    [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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  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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