Tips to Build a Winning SugarCRM Strategy

In the past, CRM systems were used primarily by sales teams to keep track of leads and manage customers. Today, businesses use these software solutions to streamline processes across the organization—from marketing and sales to customer service and support. This rapid adoption of CRM software speaks to its value as a strategic business tool that can have a measurable impact on your organization.

Whether you’re just getting started with your SugarCRM implementation or looking to take it to the next level, you’ll want to consider these three tips for building a winning strategy from start to finish.

Assess Your Current CRM Usage and Determine Your Goals

The first step in building a winning SugarCRM strategy is to assess your current CRM usage and determine your strategic goals for using the software. This will help you identify the critical business processes that can be improved by a CRM system and guide your selection process. To better understand your current CRM usage, you’ll want to conduct a thorough review of your current processes with the help of your team members. After this, you will be able to identify where a CRM system can be applied to streamline your workflows. For example, you may want to use your CRM system to keep track of leads, manage customer relationships, and track your sales funnel. Your CRM adoption goals should drive your selection criteria when choosing the right CRM solution for your organization.

Define Your Ideal User Experience

As you assess your current CRM usage, you’ll also want to define your ideal user experience. This includes clearly understanding how your team members and customers will interact with a CRM system. Your end-user experience will likely be different than the one you’re accustomed to with your current CRM system. According to Oracle, l large amount of CRM systems that organizations currently use are outdated. Newer CRM systems such as SugarCRM have completely redesigned experiences that are built for a modern business. If you’re currently using a legacy CRM solution, you may need to change more than just your software. You may need to change the way your team members work on a daily basis. Doing this will help you identify any potential gaps in your current process. By clearly defining your ideal user experience, you can identify the types of customizations and integrations you may need with your new CRM solution.

Define Your Organizational Change Management and Training Requirements

Newer CRM systems such as SugarCRM can be extremely intuitive and easy to use. However, you may need to implement training and change management initiatives to help your team members transition to this new system. This can be particularly important if your team members are regularly working with customers. You’ll want to identify the type of training your employees will need with their CRM system based on their function. For example, customer service representatives may need different training than sales associates. Your new SugarCRM strategy may also require a change of your organization’s culture and communication methods. This can help you address any resistance to change that may arise from your employees.

CRM is Always Evolving

CRM systems have evolved from a sales tool to a strategic business tool. By leveraging a CRM system, you can streamline your business processes and increase efficiency across your organization. You can also use a CRM system to track leads, manage customers, and achieve your business goals. In order to build a winning SugarCRM strategy, follow the three steps above and explore other options, including CRM Managed Services like Axia.

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By Ross Peetoom, VP Professional Services

Ross Peetoom is a passionate customer success leader with a wealth of experience in technical support, operations, and team management. Currently serving as Vice President of Professional Services at Faye, Ross brings a proven track record of leading high-performing teams and delivering exceptional client experiences.