getting started with sugar best practices
DESCRIPTION
CRM Acceleration London, September 2012, Presentation getting started with Sugar, Simon ChapmanTRANSCRIPT
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Getting Started With Sugar
Sugar Best Practice
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The Project Plan
© 2011 SugarCRM, Inc. All rights reserved.
- Workshops
- Feasibility study / Cost estimate
- General plan
- Detailed plans per milestone / sub-project
- Review former milestones
- Kick-off meeting
- Implementation / change requests
- Training / testing
- Go live and approval of milestones
- Ongoing: Risk Management, Project Management, Project Reports, Quality Management
- Project approval
- Project post calculation
- Archive project data
- Continuous improvement process (CIP)
- Project closure meeting and debrief
- Develop CRM strategy
- Define project scope
- Create project management plan
- Select CRM system / Service provider
Discovery Planning (Iteration per Milestone / Sub-project)
Execution (Iteration per Milestone / Sub-project)
Closing (Iteration per
Milestone / Sub-project)
ß Monitoring and Controlling à
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Critical Success Factors
• Technical Decisions • Strategic Decisions • Project Team (Internal and External resources) • Configurations • Programming / Development • Reporting / Automation • Data Migration • Integrations • Testing • Training • Ongoing Enhancements and Developments
© 2011 SugarCRM, Inc. All rights reserved.
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Critical Success Factors
• CRM Vision / Strategy • Top management support • Company wide usage • Complete implementation of important processes • Implementation in milestones • Involve your users, develop for key users • Train Your Team
© 2011 SugarCRM, Inc. All rights reserved.
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SugarCRM Best Practice
• Configuration – Disable auto-generated password feature during your initial
configuration – Avoid too many Administrators – Define your own standard for naming fields / dropdowns – Document the configurations you’ve made – Less is more: remove unrequired modules / fields / dropdown
values – Use SugarLogic – Define System Settings, Currencies
and Default Behaviours – Use Help Information – Define Users, Teams and Roles – Use Plug-ins
© 2011 SugarCRM, Inc. All rights reserved.
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SugarCRM Best Practice
• Workflows – Provide all needed information in internal Email Notifications – Avoid too many Emails à Use Reports / Dashlets instead
• Reports – Use Pre-fixes – Define Role
• Data Quality – Tracker Reports – Required / Compulsory Fields – Audit
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Optimise Homepages
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Optimise the 360° view of your customer
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Optimise Layouts / Searches
• Advanced Search • List Views • Sub-panels • Pop-ups
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Web to Lead Forms (Use Out of the box)
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SugarCRM Best Practice
• Define how and where to save information (Notes, Tasks, Meetings, etc.)
• Keep historical data: Re-assign open, potentially stale records
• Use the SugarCRM Knowledge Base: http://support.sugarcrm.com/
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Demonstration
Show me some demo stuff…!
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Conclusion
• Plan and live your CRM • Involve your team • Configure the system to the specific needs • Train Your Team But most of all: Review your processes regularly.
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Questions
If you have any questions, please ask…