Make training the sweet beginnings of a business transformation. Often tacked on at the end of a CRM implementation, training is, for the end users, the beginning of the CRM journey, not the end. This session will identify successes and failures in order to help add to your arsenal of knowledge and build the best training experience you can. In this session, you will learn tips and tricks to training SugarCRM at all levels. What are the five biggest mistakes companies make when training their employees on CRM? What can you do to make training effective, and how can you leverage social media to enhance the training experience? You will take away ideas and processes that are proven in the CRM arena, and can be applied to any area of your business.

1. CRM 101
Guided Discovery Training—User Training That
Sticks

2. Elaine Koyama
@ekatinterlinx
ekoyama@interlinxassociates.com
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 2

3. Best Practices aka Stuff that Works
1. Hide stuff
2. Train in a “safe” environment
3. Use Guided Discovery® & Scripts
4. Show and Tell
5. Rewards—make it fun, make it memorable
Tweet: #SCON12

4. Tips and Tricks
1. Certified Trainers
2. Parking Lots
3. Pairings
4. Reference Guides
5. Social Media
Tweet: #SCON12

5. Top 5 mistakes
1. Training as the End
2. Lectures and Long Web sessions
3. Assigning the Techie to teach
4. Drinking from the fire hose
5. Zeros or Ones
Tweet: #SCON12

6. Parting Shots
 CRM is a strategy
 CRM is a process
 Training is a strategy
 Training is a process
Tweet: #SCON12

7. Submit Session Feedback
Select the SugarCon Mobile App:
1) Tap on this session
2) Tap on survey
3) Submit your feedback
*Prizes for attendees who submit session feedback using the Mobile App
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8. #SCON12
4/24/2012 ©2012 SugarCRM Inc. All rights reserved. 8