crm made successful: best practices for driving crm adoption | sugarcon 2011

©2011 SugarCRM Inc. All rights reserved.

Erin FetskoPrincipal Sales Engineer, SugarCRM

CRM Made Successful: Best Practices for Managing CRM Adoption


You Just Bought Sugar!


Identify common adoption roadblocksDiscuss strategies to avoid and/or overcomeissuesPlan to improve adoption


Stumbling Block #1:Doing too Much too Fast



How evolved is your process?

What Process? Manual Managed Defined Optimized


Seize this opportunity to change


Stumbling Block #2:Poor Design


UseYOUR

Vernacular


Death by Required

Fields


Leverage WorkflowWell defined processesBusy WorkEscalationsSLAs

Business Logic Hooks & SugarLogicDrive process through the user experience

Sales methodologiesSupport scripts

Hook into other systems


MovingIn


Stumbling Block #3:Individual Contributor Protest


Big Brother


Big PicturePersonal Time SavingsEase of UseLong Term Goals (w/caution)

Touch on

Specifics What will changeHow to ...

Training

Stear Clear Of


Quit while you're ahead


What's in it for me?


Recruit a Shepherd


Stumbling Block #4:Management Fails to Commit


Pick a Side


Secure Executive Sponsorship


With executive buy-in you get...


Stumbling Block #5:Impatient Stick in the Mud


Phase it in


Listen to your staff


Stumbling Block #6:Company Wide Alignment


Success Sings


So what have we learned?


Change ManagementGo slowGet a sponsorStay flexibleAsk for help


Principal Sales Engineer, SugarCRM

[email protected]@EbullientErin

Erin Fetsko