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
2. © 2022 SugarCRM Inc. All rights reserved. 2 Everyone is on mute Questions are welcome Recording available Before We Start
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
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
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
6. © 2022 SugarCRM Inc. All rights reserved. How does your company communicate change? 6
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
8. © 2022 SugarCRM Inc. All rights reserved. Do you feel your people, processes, and technology are in alignment? 8
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
10. © 2022 SugarCRM Inc. All rights reserved. Does your organization leverage managers to communicate change? 10
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
12. © 2022 SugarCRM Inc. All rights reserved. How often is training reinforced at your organization? 12
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
14. © 2022 SugarCRM Inc. All rights reserved. What channels do you use to promote peer engagement? 14
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
16. © 2022 SugarCRM Inc. All rights reserved. Q&A 16
17. © 2022 SugarCRM Inc. All rights reserved. Thank You! 17
18. © 2022 SugarCRM Inc. All rights reserved. sugarcrm.com 18