"Show me how your project starts and I show you how it will end." The beginning of a project is the most important part. Automating your sales force requires more than just buying a new system. In this session, Kathrin Kohlhäufl will give you helpful tips on how to plan and execute a successful CRM implementation including useful features and quick configurations to automate and optimize your Sales force. Presented by Kathrin Kohlhaufl, Senior Business Analyst, SugarCRM, at SugarCon 2011

2. Getting Started with SugarCRM Best Practices for Automating Your Sales Force Kathrin Kohlhäufl, SugarCRM Senior Business Analyst ©2011 SugarCRM Inc. All rights reserved.

3. Agenda How to set up a successful CRM Project Critical Success Factors SugarCRM specific configurations to automate your sales force Q & A 4/8/11 3 ©2011 SugarCRM Inc. All rights reserved.

4. How to set up a successful CRM Project “Show me how your project starts and I show you how it will end” ©2011 SugarCRM Inc. All rights reserved. 4/8/11 4

5. Project Plan “CRM Project” 4/8/11 5 ©2011 SugarCRM Inc. All rights reserved.  Monitoring and Controlling Initiating Planning (Iteration per Milestone / Subproject) Closing (Iteration per Milestone / Subproject) Execution (Iteration per Milestone / Subproject) Y Y Y Y Y Y Y N N N N N N N

7. defineprojectscope

8. create projectmanagement plan

9. select CRM system / serviceproviderY Y Y Y Y Y N N N N N N N

11. feasibilitystudy/costestimate

12. general plan

13. detailplans per milestone / subproject

14. reviewformermilestones

15. kickoffmeeting

16. develop CRM strategy

17. defineprojectscope

18. create projectmanagement plan

19. select CRM system / serviceproviderY Y Y Y Y Y N N N N N N N

21. feasibilitystudy/costestimate

22. general plan

23. detailplans per milestone / subproject

24. reviewformermilestones

25. kickoffmeeting

26. implementation / changerequests

27. trainings / test

28. going live andapprovalofmilestone

29. ongoing: Risk Management, Project Controlling, Project Reporting, Quality Management

30. develop CRM strategy

31. defineprojectscope

32. create projectmanagement plan

33. select CRM system / serviceproviderY Y Y Y Y Y N N N N N N N

35. feasibilitystudy/costestimate

36. general plan

37. detailplans per milestone / subproject

38. reviewformermilestones

39. kickoffmeeting

40. implementation / changerequests

41. trainings / test

42. going live andapprovalofmilestone

43. ongoing: Risk Management, Project Controlling, Project Reporting, Quality Management

44. projectapproval

45. projectpostcalculation

46. archiveprojectdata

47. continuousimprovementprocess (CIP)

48. projectclosuremeeting

49. develop CRM strategy

50. defineprojectscope

51. create projectmanagement plan

52. select CRM system / serviceproviderY Y Y Y Y Y N N N N N N N

53. 4/8/11 CRM Adoption Curve Unique Differentiation Generic CRM Process Optimized Manual ©2010 SugarCRM Inc. All rights reserved. 10

55. Data locked in emails & spreadsheets

56. No measurement or visibility 1. Generic CRM Process Optimized Manual

58. Source of shared data

59. Limited measurement and visibilityGeneric CRM Process Optimized Manual

61. Collaboration across customer facing teams

62. Clear visibility into future performance3. Differentiation Generic CRM Process Optimized Manual

64. Integrated and scalable systems

65. Quickly adapt to changing marketUnique Differentiation Generic CRM Process Optimized Manual

66. Implementing CRM software Technical decisions Basic Configurations Programming Data Migration Integrations Trainings 4/8/11 15 ©2011 SugarCRM Inc. All rights reserved.

67. Critical Success Factors CRM Vision / Strategy Top management support Company wide usage Complete implementation of important processes Implementation in milestones Involve (key-)users Train Your Team 4/8/11 16 ©2011 SugarCRM Inc. All rights reserved.

68. SugarCRM specific configurations to automate your sales force 4/8/11 17 ©2011 SugarCRM Inc. All rights reserved.

69. Optimize Home Tab 4/8/11 18 ©2011 SugarCRM Inc. All rights reserved.

70. 360 degree view of your customer 4/8/11 19 ©2011 SugarCRM Inc. All rights reserved.

71. Optimize Layouts / Searches Advanced Search List Views Subpanels Pop ups 4/8/11 20 ©2011 SugarCRM Inc. All rights reserved.

72. Workflows 4/8/11 21 ©2011 SugarCRM Inc. All rights reserved.

73. Forecasting 4/8/11 22 ©2011 SugarCRM Inc. All rights reserved.

74. Web – to – Lead Form 4/8/11 23 ©2011 SugarCRM Inc. All rights reserved.

75. Mobile / iPad 4/8/11 24 ©2011 SugarCRM Inc. All rights reserved.

76. Social CRM 4/8/11 25 ©2011 SugarCRM Inc. All rights reserved.

77. Conclusion Plan and live your CRM Involve your team Configure the system to your specific needs Train Your Team Review your processescontinuously 4/8/11 26 ©2011 SugarCRM Inc. All rights reserved.

78. Questions & Answers 4/8/11 27 ©2011 SugarCRM Inc. All rights reserved.