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CRM Made Successful:
Best Practices for Managing CRM Adoption

                  Erin Fetsko
        Principal Sales Engineer, SugarCRM




                  ©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
You Just Bought Sugar!




                         ©2011 SugarCRM Inc. All rights reserved.
Identify common adoption
roadblocks
Discuss strategies to
avoid and/or overcome
issues
Plan to
improve
adoption




                           ©2011 SugarCRM Inc. All rights reserved.
Stumbling Block #1:
Doing too Much too Fast




        ©2011 SugarCRM Inc. All rights reserved.
How evolved is your process?




What Process?   Manual   Managed   Defined                           Optimized
                                    ©2010 SugarCRM Inc. All rights reserved.


                                                 ©2011 SugarCRM Inc. All rights reserved.
Seize this opportunity to change




                       ©2011 SugarCRM Inc. All rights reserved.
Stumbling Block #2:
   Poor Design




      ©2011 SugarCRM Inc. All rights reserved.
Use
  YOUR
Vernacular



             ©2011 SugarCRM Inc. All rights reserved.
Death by
Required
 Fields



           ©2011 SugarCRM Inc. All rights reserved.
Business Logic Hooks & SugarLogic
   Drive process through the user experience
      Sales methodologies
      Support scripts
   Hook into other systems




                  Leverage Workflow
                          Well defined processes
                          Busy Work
                          Escalations
                          SLAs

                                          ©2011 SugarCRM Inc. All rights reserved.
Moving
  In



©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
Stumbling Block #3:
Individual Contributor Protest




           ©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
Big
Brother




   ©2011 SugarCRM Inc. All rights reserved.
Touch on
 Big Picture
 Personal Time Savings
 Ease of Use
 Long Term Goals (w/caution)




Stear Clear Of
 Specifics
    What will change
    How to ...
 Training

                               ©2011 SugarCRM Inc. All rights reserved.
Quit while you're ahead




                   ©2011 SugarCRM Inc. All rights reserved.
What's in it
 for me?



      ©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
Recruit a
Shepherd




            ©2011 SugarCRM Inc. All rights reserved.
Stumbling Block #4:
Management Fails to Commit




          ©2011 SugarCRM Inc. All rights reserved.
Pick a Side




              ©2011 SugarCRM Inc. All rights reserved.
Secure Executive Sponsorship




                      ©2011 SugarCRM Inc. All rights reserved.
With executive
buy-in you get...




                    ©2011 SugarCRM Inc. All rights reserved.
Stumbling Block #5:
Impatient Stick in the Mud




         ©2011 SugarCRM Inc. All rights reserved.
Phase it in




              ©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
Listen to your staff




                       ©2011 SugarCRM Inc. All rights reserved.
Stumbling Block #6:
Company Wide Alignment




        ©2011 SugarCRM Inc. All rights reserved.
Success Sings


        ©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
So what have we
   learned?




    ©2011 SugarCRM Inc. All rights reserved.
Change Management
 Go slow
 Get a sponsor
 Stay flexible
 Ask for help




                    ©2011 SugarCRM Inc. All rights reserved.
©2011 SugarCRM Inc. All rights reserved.
Erin Fetsko
Principal Sales Engineer, SugarCRM

erin@sugarcrm.com
@EbullientErin




            ©2011 SugarCRM Inc. All rights reserved.

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CRM Made Successful: Best Practices for Driving CRM Adoption | SugarCon 2011