GROW Adoption Framework

CRM Adoption Roadshow Resources

AJ Traver — Tue, 17 Dec 2024 17:49:49 GMT

Current Revision posted to GROW Adoption Framework by AJ Traver on 12/17/2024 5:49:49 PM

SugarCRM’s CRM Adoption Roadshow brought together customers from around the world to explore practical strategies for driving successful CRM adoption. Whether you joined us live or are discovering this resource for the first time, this content is designed to help you navigate adoption challenges and unlock the full potential of your CRM.

The presentation dives into key topics, including:

Change management essentials – how to plan and lead effective change.
Overcoming resistance – understanding common challenges and strategies to address them.
Tangible adoption tactics – actionable advice you can implement immediately.

Much of the content draws on proven principles from esteemed authors and thought leaders, such as Rick Maurer’s 3 Levels of Resistance and models from Switch: How to Change Things When Change Is Hard by Chip and Dan Heath.

Each slide is paired with detailed notes, providing extra context and practical guidance, making this an enduring resource to inspire fresh thinking about CRM adoption.

Make sure you're logged in to SugarClub, then click the button below to download the presentation and take the next step toward CRM success.

Download Now

Tags: Adoption Roadshow

Adoption Roadshow Resources

Alex Nassi — Tue, 17 Dec 2024 17:20:58 GMT

Revision 1 posted to GROW Adoption Framework by Alex Nassi on 12/17/2024 5:20:58 PM

In 2024, SugarCRM hosted our Adoption Roadshow series of events across the globe. We learned a lot from our customers and have compiled that knowledge into a single PowerPoint for you to use. Please make sure you're logged in to SugarClub and click the button below to download the presentation.

Download Now!

Tags: Adoption Roadshow

Get Started

Alex Nassi — Mon, 09 May 2022 17:46:07 GMT

Current Revision posted to GROW Adoption Framework by Alex Nassi on 5/9/2022 5:46:07 PM

Whether starting from scratch or reinventing yourself, this phase is critical to insuring you set a vision and lay the foundation for the future.

Download our GROW Get Started Workbook for detailed plans and worksheets to help you get going. You'll also find additional resources below such as email templates and learning plans to use in your rollout.

Define your Vision

You’ll never reach your destination if you don’t have a clear view of where you are heading. Your vision should be your guiding light throughout your Adoption planning.

When defining your vision consider:
- Your organization's broader strategy, goals, and objectives
- The impact on employee and customer experiences
- What is driving the need for change
- Business capabilities and outcomes

Use the Vision Planning Worksheet in our GROW Get Started Workbook to help define your vision.

Build your Team

People are a key component of successful adoption. Building a core team to support your efforts during roll-out is critical. Review our Build Your Adoption Team download to learn more about each role, then use our Team Planning Worksheet in the GROW Get Started Workbook to identify key players in your organization.

Key players include:

C-Level Business Executive Sponsor
IT Executive Sponsor
Program Manager/Success Owner
Training Lead
Communications Lead
User Council
Departmental Program Ambassadors/Champions
IT Members

Define your Adoption Plan

Your adoption plan is just as important as your overall project plan and should run along side your technology implementation efforts. As you define the phases of your project, align with the following adoption plan phases:

Drive Awareness
Ready your Team
Deploy
Assess & Iterate

Use our Adoption Planning Worksheet in the GROW Get Started Workbook to begin planning your next steps.

Adoption Plan Phases:

Drive Awareness

Raise general awareness through actions and messaging
Engage executive leadership to endorse and promote
Communicate key business benefits
Set expectations regarding usage

Ready Your Team

Prepare teams to operate in the new environment through an understanding of change impacts
Coach users to complete requirements prior to launch
Educate users on functionality with formal education and on-going tips and tricks
Ambassador/Champion Teams & Execs promote goals and solicit feedback

Deploy

Facilitate interactive communication to gather feedback and address questions
Celebrate benefits and wins through participation in sharing of success stories
Reinforce desired behavior through continued executive endorsement and user education

Assess & Iterate

Drive sustained adoption with regular post-deployment touchpoints
Reporting and publicizing progress using usage analysis and adoption metrics
Promote new functionality including major communication campaigns to support key functions

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Get Started Workbook Build Your Adoption Team Guide
Additional Resources	User Adoption Playbook Optimizing User Adoption Series Optimizing User Adoption Part 1 - Impediments to User Adoption Optimizing User Adoption Part 2 - Creating Well-defined Business Objectives Optimizing User Adoption Part 3 - Building Your Team Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting Blog: 9 Steps to a Successful CRM Go-Live Webinar: CRM Blueprint Series - User Adoption eBook: Managing Through Change: The Key Role Managers Play in User Adoption Quick Video Tutorials Data Quality Best Practices CX Assessment
Templates	Adoption Planning Workshop Presentation Project Kickoff Communication Examples Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's Ambassador/Champion Kickoff Template Sugar Connect Adoption Plan & Communication Templates

Learning Plans

Below you'll find links to Learning Plans that contain our recommended courseware for your Sugar solutions at this phase in your adoption journey. Review them yourself or use them to create training plans for your teams to help support your rollout and adoption efforts.

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

You're up and running, but don't stop now - this is just the beginning of your journey. Now it's time to Reinforce.

Tags: Get Started, GROW, adoption

Wow

Alex Nassi — Mon, 29 Nov 2021 19:13:26 GMT

Current Revision posted to GROW Adoption Framework by Alex Nassi on 11/29/2021 7:13:26 PM

Wow – you did it! You’re a model of success, but all those seeds you planted along the way still require care and attention to keep growing.

Download the GROW Wow Workbook to continue on your path to amazing adoption. We'll focus on proactive improvement, operationalizing feedback, and the importance of sharing your success with others. Below you'll find additional resources and education offerings to support the process.

Proactive Improvement

One significant change you may notice in the Wow stage, is that your decision making is now proactive vs. reactive.
As new needs arise you are making changes based on information and data instead of instinct.
Now that you are armed with information, your people, processes, and technology are aligned, and you have a solid governance established, you’re able to seek out additional projects that will improve the overall experience with your company.
This doesn’t mean you’re perfect, but you’re armed with the information you need to make effective change efficiently.

Operationalize Feedback

Asking for feedback has been a valuable source of information to drive adoption throughout this journey.
Continuing to seek feedback from both internal and external stakeholders allows you to continually improve, which ultimately provides a better experience for your employees and customers.
Create a regular cadence of seeking & implementing feedback. This could be a Voice of the Customer program or an internal program through your HR department.

Find out more about Voice of the Customer programs and Advisory Boards in the GROW Wow Workbook.

Reassess Needs & Iterate

Just like a garden that grows and evolves over time, your company does to.
Who you are today is not who you will be two years from now, so you must continually evaluate whether your current way of working aligns with your strategic direction moving forward.
This sort of forward thinking will help ensure your people, processes, and technology can keep up with your evolving needs.
Future assessment could include:
- Quarterly review of projects that support the adoption of new processes or product features
- Review of process/technology alignment to strategic initiatives

Use our Review Schedule Planning Worksheet in the GROW Wow Workbook to make sure you stay on track.

Communicate Change

As new goals are set or new initiatives are rolled out, you want to remember the fundamentals we discussed in the Get Started stage.
Communication is key to making sure everyone understands and embodies the iterative changes you make as your programs and initiatives evolve.
The good news is you’ve established your communication channels and your educational framework. Now, as changes occur, you can quickly roll them out to your team.

We've included a Communication Template in the GROW Wow Workbook to help you document key messages to relay to your teams and stakeholders.

Share your Success

Now that you are an expert, make sure you share your knowledge and experience with others.
Publicize the great work you are doing to your employees to encourage their continued participation.
Share it to your customers so they know just how hard you are working to create amazing experiences for them.
We invite you to share your Wow! Moments in SugarClub and engage in the discussion forum to share your success with other Club members.

Be sure to check out the GROW Wow Workbook for tips on crafting an impactful success story.

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Wow Workbook
Additional Resources	Case Study: Materion Achieves Strong Adoption with Innovative Training Program Case Study: Delv - Digital Transformation Experts Break Down Silos with SugarCRM SugarCRM YouTube Quick Video Tutorials CX Assessment

Tags: Wow, GROW, adoption

Optimize

Alex Nassi — Mon, 29 Nov 2021 19:12:21 GMT

Current Revision posted to GROW Adoption Framework by Alex Nassi on 11/29/2021 7:12:21 PM

Welcome to the third stage of the GROW Adoption Framework - Optimize. If we think back to our garden, at this point, you've planted the seeds and watched them grow. Everything is blooming and looking beautiful, but there's a few empty spots. Let's look at how we can fill them.

We've compiled our GROW Optimize Workbook to help you define new objectives, foster cross-team collaboration, automate & scale your processes, and expand your platform capabilities. Download the workbook for additional details and templates to help you optimize your people, processes, and technology.

Define Objectives

Your people, processes, and technology are all working together – time to relax, right? Wrong! You can’t stop now – it’s time to Optimize.

At this stage, it’s time to reflect on what is working and where you can do more. What can you add to your garden to make it even more beautiful?
Set new objectives to increase efficiencies, automate , and improve the user experience.

Use the Setting New Objectives Worksheet in the GROW Optimize Workbook to help identify areas of improvement, align your people, processes, and technology and set new goals.

Expand your Reach

It is easy for teams to get siloed within an organization, but there is the opportunity to break down those barriers and foster cross-team collaboration.
With one platform and one source of truth, teams can work together to get a clear view of the customer, but it helps when they also understand how the other teams work.
Leverage the communication channels you’ve established earlier to inform and collaborate between teams.
Explore ways that Marketing, Sales, and Service teams can utilize information that each is collecting and work together to improve the overall customer experience.

We've included a helpful worksheet in the GROW Optimize Workbook to plan your areas of alignment.

Automate & Scale

While you’ve done a great job getting started and reinforcing adoption with your users, it’s important to acknowledge that it was a big effort to get there, both in time and resources.
Sustaining that for the long-term is a challenge and you’ll need to create a plan to automate and scale for the future.
This could include:
- Documenting new processes
- Building adoption efforts into new hire onboarding and training
- Creating a continuing education plan for existing users
- Establishing a governance plan for future changes
- Using tools such as in-app guidance to reinforce behavior over time

Get additional details on each of these ideas in the GROW Optimize Workbook

Enhance Platform Capabilities

Now that your systems and processes are humming along, it’s a great time to explore new ways to incorporate other parts of the Sugar platform that can help you reach your goals.

This could include using tools such as:
- SugarMobile
- SugarBPM for process automation
- Customer Journey Plug-in to align your sale activities with the buyer’s journey
- Marketing Automation with Sugar Market
- Sugar Serve’s Self-Service Portal
- SugarLive for customer service representatives
- Sugar Connect to enhance productivity

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Optimize Workbook
Additional Resources	Data Quality Best Practices eBook: Dismantling Silos for Effortless CX Webinar: The Dynamic Duo - Sales & Marketing Working Together Infographic: 5 Reasons Your CX Strategy is Failing Marketing Automation Benefits Calculator Blog: Smashing the Data Silos with SugarCRM Quick Video Tutorials CX Assessment

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

As you continue to GROW your adoption efforts, the goal is to move to the final phase - Wow! Before long you'll be wowing your customers, prospects, partners, and employees with amazing experiences.

Tags: GROW, Optimize, adoption

Optimize

Alex Nassi — Mon, 29 Nov 2021 19:11:17 GMT

Revision 24 posted to GROW Adoption Framework by Alex Nassi on 11/29/2021 7:11:17 PM

Define Objectives

Your people, processes, and technology are all working together – time to relax, right? Wrong! You can’t stop now – it’s time to Optimize.

At this stage, it’s time to reflect on what is working and where you can do more. What can you add to your garden to make it even more beautiful?
Set new objectives to increase efficiencies, automate , and improve the user experience.

Use the Setting New Objectives Worksheet in the GROW Optimize Workbook to help identify areas of improvement, align your people, processes, and technology and set new goals.

Expand your Reach

It is easy for teams to get siloed within an organization, but there is the opportunity to break down those barriers and foster cross-team collaboration.
With one platform and one source of truth, teams can work together to get a clear view of the customer, but it helps when they also understand how the other teams work.
Leverage the communication channels you’ve established earlier to inform and collaborate between teams.
Explore ways that Marketing, Sales, and Service teams can utilize information that each is collecting and work together to improve the overall customer experience.

We've included a helpful worksheet in the GROW Optimize Workbook to plan your areas of alignment.

Automate & Scale

While you’ve done a great job getting started and reinforcing adoption with your users, it’s important to acknowledge that it was a big effort to get there, both in time and resources.
Sustaining that for the long-term is a challenge and you’ll need to create a plan to automate and scale for the future.
This could include:
- Documenting new processes
- Building adoption efforts into new hire onboarding and training
- Creating a continuing education plan for existing users
- Establishing a governance plan for future changes
- Using tools such as in-app guidance to reinforce behavior over time

Get additional details on each of these ideas in the GROW Optimize Workbook

Enhance Platform Capabilities

Now that your systems and processes are humming along, it’s a great time to explore new ways to incorporate other parts of the Sugar platform that can help you reach your goals.

This could include using tools such as:
- SugarMobile
- SugarBPM for process automation
- Customer Journey Plug-in to align your sale activities with the buyer’s journey
- Marketing Automation with Sugar Market
- Sugar Serve’s Self-Service Portal
- SugarLive for customer service representatives
- Sugar Connect to enhance productivity

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Optimize Workbook
Additional Resources	Data Quality Best Practices eBook: Dismantling Silos for Effortless CX Webinar: The Dynamic Duo - Sales & Marketing Working Together Infographic: 5 Reasons Your CX Strategy is Failing Marketing Automation Benefits Calculator Blog: Smashing the Data Silos with SugarCRM Quick Video Tutorials CX Assessment

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

As you continue to GROW your adoption efforts, the goal is to move to the final phase - Wow! Before long you'll be wowing your customers, prospects, partners, and employees with amazing experiences.

Tags: GROW, Optimize, adoption

Reinforce

Alex Nassi — Mon, 29 Nov 2021 19:10:29 GMT

Current Revision posted to GROW Adoption Framework by Alex Nassi on 11/29/2021 7:10:29 PM

Adoption isn’t a one and done initiative, it takes reinforcement. All members of your team need to embody the new way of doing things to truly find success.

You’ve launched your new technology & processes, but now the real work begins – reinforcing the new way of doing things. Just like in a garden, you’ve got to perform some maintenance to keep things looking great.
By nature, people are resistant to change, so it’s critical that you understand who needs extra help and how you can highlight the benefits for your laggards & naysayers.
Your Champions and Managerial teams are critical at this stage in your journey, so don’t forget to leverage them for help.

Download out GROW Reinforce Workbook for plans and worksheets that will take your adoption efforts to the next level. We've included additional resources and recommended learning plans below to help you reach your adoption goals.

Bring your Business Cases to Life

We’ve talked about people, process, and technology and the importance of balancing all three.
To help reinforce the outcomes you are working towards, provide users with scenarios that bring to life the changes you are making.
Be sure to highlight the benefits to the individual as well as to the organization.
Use these scenarios to inform future communications to individual teams or the broader business.

We've included a Business Case Worksheet in our GROW Reinforce Workbook to get you started. Use the worksheet to define your scenarios and incorporate them into your planning efforts.

Leverage Your Leaders

Leaders come in all shapes and sizes within your organization, and you need all of them to reinforce your message.

Who	What
Executives	Execs are critical champions who reinforce the vision and importance of transformation throughout the business.
Managers	Managers are a key link between executives, project teams, and front-line employees. They communicate important information and have a responsibility to ensure their employees are following new processes and using new systems.
Ambassadors/Champions	Your champions act as evangelists to their individual teams and can provide much needed peer-level support to their colleagues.
Early Adopters/Power Users	These individuals may not have leadership titles, but they certainly have leadership influence. They like using new technology and can influence their peers to get on board with the new program.

Key Role: Managers

When building your adoption plan, don’t underestimate the powerful role of managers in your organization. They are key players responsible for:

Bridging the gap between executive leadership & front-line employees
Modeling and encouraging desired processes and behaviors
Holding team members accountable for their individual contribution to company-wide goals and initiatives – including adopting key technologies and processes

Read our eBook, Managing Through Change: The Key Role Managers Play in User Adoption, to learn more about the key role managers play in successful adoption.

Learn from Colleagues

Peer-to-peer networks are incredibly powerful
Learning from colleagues is one of the fastest and most effective ways to learn new systems and processes
Encourage Lunch & Learns and peer workshops to drive adoption within individual departments
Make the most of peer networks by creating an Ambassador or Champion team to formalize the efforts

Use the Create Your Ambassador Team Worksheet in our GROW Reinforce Workbook to build your team and reinforce peer-to-peer learning.

Define Key Targets of Success

Establishing benchmarks to measure your success against is important in determining whether the changes you are implementing are working. Now that you are building consistent usage you can determine your current benchmark and work towards improvement.

Measure	Method	Example
Lead Conversion – increase number of MQLs that convert to SQLs	Sugar Market & Sugar Sell – use manual and predictive lead scoring models to pass more qualified leads to sales	Increase number of MQLs that convert to SQLs by 10%
Opportunity Velocity – decrease amount of time between opportunity creation and close-won	Sugar Sell & Sugar Discover – use proper opportunity stage tracking to determine amount of time per sales stage and implement new process to increase velocity through stages	Decrease time from creation to closure by 7 days
Cost to Serve – increase service agent efficiency	Sugar Serve – reduce time to resolution (TTR) through use of SugarLive	50% of cases resolved on first call/contact

Use the Success Benchmark Worksheet in the in our GROW Reinforce Workbook to determine your success metrics, owners, goals, and actuals.

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Reinforce Workbook
Additional Resources	Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting eBook: Managing Through Change: The Key Role Managers Play in User Adoption Sugar Bingo: Make adoption fun for users Blog: Drive CRM User Adoption by Creating Paybacks Blog: 4 Reasons for Low CRM Adoption Rates Blog: How Can Lack of Business Understanding Jeopardize Your CRM and Marketing Automation Implementation? Quick Video Tutorials Data Quality Best Practices CX Assessment
Templates	Adoption Planning Workshop Presentation Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

After completing the Reinforce stage or the GROW Adoption Framework, your teams should be exhibiting consistent usage of technology and following clear, repeatable processes. Now it's time to move onto the next stage - Optimize.

Tags: GROW, Reinforce, adoption

Get Started

Alex Nassi — Mon, 29 Nov 2021 19:09:42 GMT

Revision 63 posted to GROW Adoption Framework by Alex Nassi on 11/29/2021 7:09:42 PM

Whether starting from scratch or reinventing yourself, this phase is critical to insuring you set a vision and lay the foundation for the future.

Define your Vision

You’ll never reach your destination if you don’t have a clear view of where you are heading. Your vision should be your guiding light throughout your Adoption planning.

When defining your vision consider:
- Your organization's broader strategy, goals, and objectives
- The impact on employee and customer experiences
- What is driving the need for change
- Business capabilities and outcomes

Use the Vision Planning Worksheet in our GROW Get Started Workbook to help define your vision.

Build your Team

Key players include:

C-Level Business Executive Sponsor
IT Executive Sponsor
Program Manager/Success Owner
Training Lead
Communications Lead
User Council
Departmental Program Ambassadors/Champions
IT Members

Define your Adoption Plan

Drive Awareness
Ready your Team
Deploy
Assess & Iterate

Use our Adoption Planning Worksheet in the GROW Get Started Workbook to begin planning your next steps.

Adoption Plan Phases:

Drive Awareness

Raise general awareness through actions and messaging
Engage executive leadership to endorse and promote
Communicate key business benefits
Set expectations regarding usage

Ready Your Team

Prepare teams to operate in the new environment through an understanding of change impacts
Coach users to complete requirements prior to launch
Educate users on functionality with formal education and on-going tips and tricks
Ambassador/Champion Teams & Execs promote goals and solicit feedback

Deploy

Facilitate interactive communication to gather feedback and address questions
Celebrate benefits and wins through participation in sharing of success stories
Reinforce desired behavior through continued executive endorsement and user education

Assess & Iterate

Drive sustained adoption with regular post-deployment touchpoints
Reporting and publicizing progress using usage analysis and adoption metrics
Promote new functionality including major communication campaigns to support key functions

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Get Started Workbook Build Your Adoption Team Guide
Additional Resources	User Adoption Playbook Optimizing User Adoption Series Optimizing User Adoption Part 1 - Impediments to User Adoption Optimizing User Adoption Part 2 - Creating Well-defined Business Objectives Optimizing User Adoption Part 3 - Building Your Team Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting Blog: 9 Steps to a Successful CRM Go-Live Webinar: CRM Blueprint Series - User Adoption eBook: Managing Through Change: The Key Role Managers Play in User Adoption Quick Video Tutorials Data Quality Best Practices CX Assessment
Templates	Adoption Planning Workshop Presentation Project Kickoff Communication Examples Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's Ambassador/Champion Kickoff Template Sugar Connect Adoption Plan & Communication Templates

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

You're up and running, but don't stop now - this is just the beginning of your journey. Now it's time to Reinforce.

Tags: Get Started, GROW, adoption

Optimize

Jana Ferguson — Mon, 22 Nov 2021 15:18:56 GMT

Revision 23 posted to GROW Adoption Framework by Jana Ferguson on 11/22/2021 3:18:56 PM

Define Objectives

Your people, processes, and technology are all working together – time to relax, right? Wrong! You can’t stop now – it’s time to Optimize.

At this stage, it’s time to reflect on what is working and where you can do more. What can you add to your garden to make it even more beautiful?
Set new objectives to increase efficiencies, automate , and improve the user experience.

Use the Setting New Objectives Worksheet in the GROW Optimize Workbook to help identify areas of improvement, align your people, processes, and technology and set new goals.

Expand your Reach

It is easy for teams to get siloed within an organization, but there is the opportunity to break down those barriers and foster cross-team collaboration.
With one platform and one source of truth, teams can work together to get a clear view of the customer, but it helps when they also understand how the other teams work.
Leverage the communication channels you’ve established earlier to inform and collaborate between teams.
Explore ways that Marketing, Sales, and Service teams can utilize information that each is collecting and work together to improve the overall customer experience.

We've included a helpful worksheet in the GROW Optimize Workbook to plan your areas of alignment.

Automate & Scale

While you’ve done a great job getting started and reinforcing adoption with your users, it’s important to acknowledge that it was a big effort to get there, both in time and resources.
Sustaining that for the long-term is a challenge and you’ll need to create a plan to automate and scale for the future.
This could include:
- Documenting new processes
- Building adoption efforts into new hire onboarding and training
- Creating a continuing education plan for existing users
- Establishing a governance plan for future changes
- Using tools such as in-app guidance to reinforce behavior over time

Get additional details on each of these ideas in the GROW Optimize Workbook

Enhance Platform Capabilities

Now that your systems and processes are humming along, it’s a great time to explore new ways to incorporate other parts of the Sugar platform that can help you reach your goals.

This could include using tools such as:
- SugarMobile
- SugarBPM for process automation
- Customer Journey Plug-in to align your sale activities with the buyer’s journey
- Marketing Automation with Sugar Market
- Sugar Serve’s Self-Service Portal
- SugarLive for customer service representatives
- Sugar Connect to enhance productivity

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Optimize Workbook
Additional Resources	Data Quality Best Practices eBook: Dismantling Silos for Effortless CX Webinar: The Dynamic Duo - Sales & Marketing Working Together Infographic: 5 Reasons Your CX Strategy is Failing Marketing Automation Benefits Calculator Blog: Smashing the Data Silos with SugarCRM Quick Video Tutorials & Learning Resources Data Quality Best Practices CX Assessment

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

As you continue to GROW your adoption efforts, the goal is to move to the final phase - Wow! Before long you'll be wowing your customers, prospects, partners, and employees with amazing experiences.

Tags: GROW, Optimize, adoption

Reinforce

Jana Ferguson — Mon, 22 Nov 2021 15:18:28 GMT

Revision 30 posted to GROW Adoption Framework by Jana Ferguson on 11/22/2021 3:18:28 PM

Adoption isn’t a one and done initiative, it takes reinforcement. All members of your team need to embody the new way of doing things to truly find success.

You’ve launched your new technology & processes, but now the real work begins – reinforcing the new way of doing things. Just like in a garden, you’ve got to perform some maintenance to keep things looking great.
By nature, people are resistant to change, so it’s critical that you understand who needs extra help and how you can highlight the benefits for your laggards & naysayers.
Your Champions and Managerial teams are critical at this stage in your journey, so don’t forget to leverage them for help.

Bring your Business Cases to Life

We’ve talked about people, process, and technology and the importance of balancing all three.
To help reinforce the outcomes you are working towards, provide users with scenarios that bring to life the changes you are making.
Be sure to highlight the benefits to the individual as well as to the organization.
Use these scenarios to inform future communications to individual teams or the broader business.

We've included a Business Case Worksheet in our GROW Reinforce Workbook to get you started. Use the worksheet to define your scenarios and incorporate them into your planning efforts.

Leverage Your Leaders

Leaders come in all shapes and sizes within your organization, and you need all of them to reinforce your message.

Who	What
Executives	Execs are critical champions who reinforce the vision and importance of transformation throughout the business.
Managers	Managers are a key link between executives, project teams, and front-line employees. They communicate important information and have a responsibility to ensure their employees are following new processes and using new systems.
Ambassadors/Champions	Your champions act as evangelists to their individual teams and can provide much needed peer-level support to their colleagues.
Early Adopters/Power Users	These individuals may not have leadership titles, but they certainly have leadership influence. They like using new technology and can influence their peers to get on board with the new program.

Key Role: Managers

When building your adoption plan, don’t underestimate the powerful role of managers in your organization. They are key players responsible for:

Bridging the gap between executive leadership & front-line employees
Modeling and encouraging desired processes and behaviors
Holding team members accountable for their individual contribution to company-wide goals and initiatives – including adopting key technologies and processes

Read our eBook, Managing Through Change: The Key Role Managers Play in User Adoption, to learn more about the key role managers play in successful adoption.

Learn from Colleagues

Peer-to-peer networks are incredibly powerful
Learning from colleagues is one of the fastest and most effective ways to learn new systems and processes
Encourage Lunch & Learns and peer workshops to drive adoption within individual departments
Make the most of peer networks by creating an Ambassador or Champion team to formalize the efforts

Use the Create Your Ambassador Team Worksheet in our GROW Reinforce Workbook to build your team and reinforce peer-to-peer learning.

Define Key Targets of Success

Measure	Method	Example
Lead Conversion – increase number of MQLs that convert to SQLs	Sugar Market & Sugar Sell – use manual and predictive lead scoring models to pass more qualified leads to sales	Increase number of MQLs that convert to SQLs by 10%
Opportunity Velocity – decrease amount of time between opportunity creation and close-won	Sugar Sell & Sugar Discover – use proper opportunity stage tracking to determine amount of time per sales stage and implement new process to increase velocity through stages	Decrease time from creation to closure by 7 days
Cost to Serve – increase service agent efficiency	Sugar Serve – reduce time to resolution (TTR) through use of SugarLive	50% of cases resolved on first call/contact

Use the Success Benchmark Worksheet in the in our GROW Reinforce Workbook to determine your success metrics, owners, goals, and actuals.

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Reinforce Workbook
Additional Resources	Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting eBook: Managing Through Change: The Key Role Managers Play in User Adoption Sugar Bingo: Make adoption fun for users Blog: Drive CRM User Adoption by Creating Paybacks Blog: 4 Reasons for Low CRM Adoption Rates Blog: How Can Lack of Business Understanding Jeopardize Your CRM and Marketing Automation Implementation? Quick Video Tutorials & Learning Resources Data Quality Best Practices CX Assessment
Templates	Adoption Planning Workshop Presentation Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

After completing the Reinforce stage or the GROW Adoption Framework, your teams should be exhibiting consistent usage of technology and following clear, repeatable processes. Now it's time to move onto the next stage - Optimize.

Tags: GROW, Reinforce, adoption

Get Started

Jana Ferguson — Mon, 22 Nov 2021 15:17:55 GMT

Revision 62 posted to GROW Adoption Framework by Jana Ferguson on 11/22/2021 3:17:55 PM

Whether starting from scratch or reinventing yourself, this phase is critical to insuring you set a vision and lay the foundation for the future.

Define your Vision

You’ll never reach your destination if you don’t have a clear view of where you are heading. Your vision should be your guiding light throughout your Adoption planning.

When defining your vision consider:
- Your organization's broader strategy, goals, and objectives
- The impact on employee and customer experiences
- What is driving the need for change
- Business capabilities and outcomes

Use the Vision Planning Worksheet in our GROW Get Started Workbook to help define your vision.

Build your Team

Key players include:

C-Level Business Executive Sponsor
IT Executive Sponsor
Program Manager/Success Owner
Training Lead
Communications Lead
User Council
Departmental Program Ambassadors/Champions
IT Members

Define your Adoption Plan

Drive Awareness
Ready your Team
Deploy
Assess & Iterate

Use our Adoption Planning Worksheet in the GROW Get Started Workbook to begin planning your next steps.

Adoption Plan Phases:

Drive Awareness

Raise general awareness through actions and messaging
Engage executive leadership to endorse and promote
Communicate key business benefits
Set expectations regarding usage

Ready Your Team

Prepare teams to operate in the new environment through an understanding of change impacts
Coach users to complete requirements prior to launch
Educate users on functionality with formal education and on-going tips and tricks
Ambassador/Champion Teams & Execs promote goals and solicit feedback

Deploy

Facilitate interactive communication to gather feedback and address questions
Celebrate benefits and wins through participation in sharing of success stories
Reinforce desired behavior through continued executive endorsement and user education

Assess & Iterate

Drive sustained adoption with regular post-deployment touchpoints
Reporting and publicizing progress using usage analysis and adoption metrics
Promote new functionality including major communication campaigns to support key functions

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Get Started Workbook Build Your Adoption Team Guide
Additional Resources	User Adoption Playbook Optimizing User Adoption Series Optimizing User Adoption Part 1 - Impediments to User Adoption Optimizing User Adoption Part 2 - Creating Well-defined Business Objectives Optimizing User Adoption Part 3 - Building Your Team Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting Blog: 9 Steps to a Successful CRM Go-Live Webinar: CRM Blueprint Series - User Adoption eBook: Managing Through Change: The Key Role Managers Play in User Adoption Quick Video Tutorials & Learning Resources Data Quality Best Practices CX Assessment
Templates	Adoption Planning Workshop Presentation Project Kickoff Communication Examples Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's Ambassador/Champion Kickoff Template Sugar Connect Adoption Plan & Communication Templates

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

You're up and running, but don't stop now - this is just the beginning of your journey. Now it's time to Reinforce.

Tags: Get Started, GROW, adoption

Get Help

Alex Nassi — Thu, 11 Nov 2021 06:05:47 GMT

Current Revision posted to GROW Adoption Framework by Alex Nassi on 11/11/2021 6:05:47 AM

Don't forget, you aren't going it alone! We're here to help. Below are additional resources at Sugar that you may find helpful:

Training & Education:

Access our catalog of free eLearning Courses and Quick Video tutorials in SugarClub – Learn
Attend Live, Virtual Classes with our team of instructors – View the schedule
Get Sugar Certified

Documentation & Support

Get Product Help in SugarClub
View our Product Guides
Access the Support Portal

GROW Adoption Framework

Jana Ferguson — Wed, 10 Nov 2021 18:59:50 GMT

Current Revision posted to GROW Adoption Framework by Jana Ferguson on 11/10/2021 6:59:50 PM

Our GROW Adoption Framework guides you through the adoption process by helping you identify where you are in your journey and providing guidance and resources to help you advance to the next phase. Our framework breaks down into four stages:

Just like a well-tended garden, you'll be growing in no time, but remember, you aren't in this alone. We're here to help and so are thousands of others who are also using the Sugar platform. You can connect with them here in SugarClub by joining our User Groups. Ask questions, connect with others, and get that garden growing!

Download our GROW Adoption Framework Guide or click here to Get Started

Tags: GROW, adoption

Wow

Jana Ferguson — Thu, 28 Oct 2021 19:49:49 GMT

Revision 15 posted to GROW Adoption Framework by Jana Ferguson on 10/28/2021 7:49:49 PM

Wow – you did it! You’re a model of success, but all those seeds you planted along the way still require care and attention to keep growing.

Proactive Improvement

One significant change you may notice in the Wow stage, is that your decision making is now proactive vs. reactive.
As new needs arise you are making changes based on information and data instead of instinct.
Now that you are armed with information, your people, processes, and technology are aligned, and you have a solid governance established, you’re able to seek out additional projects that will improve the overall experience with your company.
This doesn’t mean you’re perfect, but you’re armed with the information you need to make effective change efficiently.

Operationalize Feedback

Asking for feedback has been a valuable source of information to drive adoption throughout this journey.
Continuing to seek feedback from both internal and external stakeholders allows you to continually improve, which ultimately provides a better experience for your employees and customers.
Create a regular cadence of seeking & implementing feedback. This could be a Voice of the Customer program or an internal program through your HR department.

Find out more about Voice of the Customer programs and Advisory Boards in the GROW Wow Workbook.

Reassess Needs & Iterate

Just like a garden that grows and evolves over time, your company does to.
Who you are today is not who you will be two years from now, so you must continually evaluate whether your current way of working aligns with your strategic direction moving forward.
This sort of forward thinking will help ensure your people, processes, and technology can keep up with your evolving needs.
Future assessment could include:
- Quarterly review of projects that support the adoption of new processes or product features
- Review of process/technology alignment to strategic initiatives

Use our Review Schedule Planning Worksheet in the GROW Wow Workbook to make sure you stay on track.

Communicate Change

As new goals are set or new initiatives are rolled out, you want to remember the fundamentals we discussed in the Get Started stage.
Communication is key to making sure everyone understands and embodies the iterative changes you make as your programs and initiatives evolve.
The good news is you’ve established your communication channels and your educational framework. Now, as changes occur, you can quickly roll them out to your team.

We've included a Communication Template in the GROW Wow Workbook to help you document key messages to relay to your teams and stakeholders.

Share your Success

Now that you are an expert, make sure you share your knowledge and experience with others.
Publicize the great work you are doing to your employees to encourage their continued participation.
Share it to your customers so they know just how hard you are working to create amazing experiences for them.
We invite you to share your Wow! Moments in SugarClub and engage in the discussion forum to share your success with other Club members.

Be sure to check out the GROW Wow Workbook for tips on crafting an impactful success story.

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Wow Workbook
Additional Resources	Case Study: Materion Achieves Strong Adoption with Innovative Training Program Case Study: Delv - Digital Transformation Experts Break Down Silos with SugarCRM SugarCRM YouTube Quick Video Tutorials & Learning Resources CX Assessment

Tags: Wow, GROW, adoption

Optimize

Jana Ferguson — Thu, 28 Oct 2021 19:46:05 GMT

Revision 22 posted to GROW Adoption Framework by Jana Ferguson on 10/28/2021 7:46:05 PM

Define Objectives

Your people, processes, and technology are all working together – time to relax, right? Wrong! You can’t stop now – it’s time to Optimize.

At this stage, it’s time to reflect on what is working and where you can do more. What can you add to your garden to make it even more beautiful?
Set new objectives to increase efficiencies, automate , and improve the user experience.

Use the Setting New Objectives Worksheet in the GROW Optimize Workbook to help identify areas of improvement, align your people, processes, and technology and set new goals.

Expand your Reach

It is easy for teams to get siloed within an organization, but there is the opportunity to break down those barriers and foster cross-team collaboration.
With one platform and one source of truth, teams can work together to get a clear view of the customer, but it helps when they also understand how the other teams work.
Leverage the communication channels you’ve established earlier to inform and collaborate between teams.
Explore ways that Marketing, Sales, and Service teams can utilize information that each is collecting and work together to improve the overall customer experience.

We've included a helpful worksheet in the GROW Optimize Workbook to plan your areas of alignment.

Automate & Scale

While you’ve done a great job getting started and reinforcing adoption with your users, it’s important to acknowledge that it was a big effort to get there, both in time and resources.
Sustaining that for the long-term is a challenge and you’ll need to create a plan to automate and scale for the future.
This could include:
- Documenting new processes
- Building adoption efforts into new hire onboarding and training
- Creating a continuing education plan for existing users
- Establishing a governance plan for future changes
- Using tools such as in-app guidance to reinforce behavior over time

Get additional details on each of these ideas in the GROW Optimize Workbook

Enhance Platform Capabilities

Now that your systems and processes are humming along, it’s a great time to explore new ways to incorporate other parts of the Sugar platform that can help you reach your goals.

This could include using tools such as:
- SugarMobile
- SugarBPM for process automation
- Customer Journey Plug-in to align your sale activities with the buyer’s journey
- Marketing Automation with Sugar Market
- Sugar Serve’s Self-Service Portal
- SugarLive for customer service representatives
- Sugar Connect to enhance productivity

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Optimize Workbook
Additional Resources	Data Quality Best Practices eBook: Dismantling Silos for Effortless CX Webinar: The Dynamic Duo - Sales & Marketing Working Together Infographic: 5 Reasons Your CX Strategy is Failing Marketing Automation Benefits Calculator Blog: Smashing the Data Silos with SugarCRM Quick Video Tutorials & Learning Resources CX Assessment

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

As you continue to GROW your adoption efforts, the goal is to move to the final phase - Wow! Before long you'll be wowing your customers, prospects, partners, and employees with amazing experiences.

Tags: GROW, Optimize, adoption

Reinforce

Jana Ferguson — Thu, 28 Oct 2021 19:42:09 GMT

Revision 29 posted to GROW Adoption Framework by Jana Ferguson on 10/28/2021 7:42:09 PM

Adoption isn’t a one and done initiative, it takes reinforcement. All members of your team need to embody the new way of doing things to truly find success.

You’ve launched your new technology & processes, but now the real work begins – reinforcing the new way of doing things. Just like in a garden, you’ve got to perform some maintenance to keep things looking great.
By nature, people are resistant to change, so it’s critical that you understand who needs extra help and how you can highlight the benefits for your laggards & naysayers.
Your Champions and Managerial teams are critical at this stage in your journey, so don’t forget to leverage them for help.

Bring your Business Cases to Life

We’ve talked about people, process, and technology and the importance of balancing all three.
To help reinforce the outcomes you are working towards, provide users with scenarios that bring to life the changes you are making.
Be sure to highlight the benefits to the individual as well as to the organization.
Use these scenarios to inform future communications to individual teams or the broader business.

We've included a Business Case Worksheet in our GROW Reinforce Workbook to get you started. Use the worksheet to define your scenarios and incorporate them into your planning efforts.

Leverage Your Leaders

Leaders come in all shapes and sizes within your organization, and you need all of them to reinforce your message.

Who	What
Executives	Execs are critical champions who reinforce the vision and importance of transformation throughout the business.
Managers	Managers are a key link between executives, project teams, and front-line employees. They communicate important information and have a responsibility to ensure their employees are following new processes and using new systems.
Ambassadors/Champions	Your champions act as evangelists to their individual teams and can provide much needed peer-level support to their colleagues.
Early Adopters/Power Users	These individuals may not have leadership titles, but they certainly have leadership influence. They like using new technology and can influence their peers to get on board with the new program.

Key Role: Managers

When building your adoption plan, don’t underestimate the powerful role of managers in your organization. They are key players responsible for:

Bridging the gap between executive leadership & front-line employees
Modeling and encouraging desired processes and behaviors
Holding team members accountable for their individual contribution to company-wide goals and initiatives – including adopting key technologies and processes

Read our eBook, Managing Through Change: The Key Role Managers Play in User Adoption, to learn more about the key role managers play in successful adoption.

Learn from Colleagues

Peer-to-peer networks are incredibly powerful
Learning from colleagues is one of the fastest and most effective ways to learn new systems and processes
Encourage Lunch & Learns and peer workshops to drive adoption within individual departments
Make the most of peer networks by creating an Ambassador or Champion team to formalize the efforts

Use the Create Your Ambassador Team Worksheet in our GROW Reinforce Workbook to build your team and reinforce peer-to-peer learning.

Define Key Targets of Success

Measure	Method	Example
Lead Conversion – increase number of MQLs that convert to SQLs	Sugar Market & Sugar Sell – use manual and predictive lead scoring models to pass more qualified leads to sales	Increase number of MQLs that convert to SQLs by 10%
Opportunity Velocity – decrease amount of time between opportunity creation and close-won	Sugar Sell & Sugar Discover – use proper opportunity stage tracking to determine amount of time per sales stage and implement new process to increase velocity through stages	Decrease time from creation to closure by 7 days
Cost to Serve – increase service agent efficiency	Sugar Serve – reduce time to resolution (TTR) through use of SugarLive	50% of cases resolved on first call/contact

Use the Success Benchmark Worksheet in the in our GROW Reinforce Workbook to determine your success metrics, owners, goals, and actuals.

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Reinforce Workbook
Additional Resources	Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting eBook: Managing Through Change: The Key Role Managers Play in User Adoption Sugar Bingo: Make adoption fun for users Blog: Drive CRM User Adoption by Creating Paybacks Blog: 4 Reasons for Low CRM Adoption Rates Blog: How Can Lack of Business Understanding Jeopardize Your CRM and Marketing Automation Implementation? Quick Video Tutorials & Learning Resources CX Assessment
Templates	Adoption Planning Workshop Presentation Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

After completing the Reinforce stage or the GROW Adoption Framework, your teams should be exhibiting consistent usage of technology and following clear, repeatable processes. Now it's time to move onto the next stage - Optimize.

Tags: GROW, Reinforce, adoption

Get Started

Jana Ferguson — Thu, 28 Oct 2021 19:36:33 GMT

Revision 61 posted to GROW Adoption Framework by Jana Ferguson on 10/28/2021 7:36:33 PM

Whether starting from scratch or reinventing yourself, this phase is critical to insuring you set a vision and lay the foundation for the future.

Define your Vision

You’ll never reach your destination if you don’t have a clear view of where you are heading. Your vision should be your guiding light throughout your Adoption planning.

When defining your vision consider:
- Your organization's broader strategy, goals, and objectives
- The impact on employee and customer experiences
- What is driving the need for change
- Business capabilities and outcomes

Use the Vision Planning Worksheet in our GROW Get Started Workbook to help define your vision.

Build your Team

Key players include:

C-Level Business Executive Sponsor
IT Executive Sponsor
Program Manager/Success Owner
Training Lead
Communications Lead
User Council
Departmental Program Ambassadors/Champions
IT Members

Define your Adoption Plan

Drive Awareness
Ready your Team
Deploy
Assess & Iterate

Use our Adoption Planning Worksheet in the GROW Get Started Workbook to begin planning your next steps.

Adoption Plan Phases:

Drive Awareness

Raise general awareness through actions and messaging
Engage executive leadership to endorse and promote
Communicate key business benefits
Set expectations regarding usage

Ready Your Team

Prepare teams to operate in the new environment through an understanding of change impacts
Coach users to complete requirements prior to launch
Educate users on functionality with formal education and on-going tips and tricks
Ambassador/Champion Teams & Execs promote goals and solicit feedback

Deploy

Facilitate interactive communication to gather feedback and address questions
Celebrate benefits and wins through participation in sharing of success stories
Reinforce desired behavior through continued executive endorsement and user education

Assess & Iterate

Drive sustained adoption with regular post-deployment touchpoints
Reporting and publicizing progress using usage analysis and adoption metrics
Promote new functionality including major communication campaigns to support key functions

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Get Started Workbook Build Your Adoption Team Guide
Additional Resources	User Adoption Playbook Optimizing User Adoption Series Optimizing User Adoption Part 1 - Impediments to User Adoption Optimizing User Adoption Part 2 - Creating Well-defined Business Objectives Optimizing User Adoption Part 3 - Building Your Team Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting Blog: 9 Steps to a Successful CRM Go-Live Webinar: CRM Blueprint Series - User Adoption eBook: Managing Through Change: The Key Role Managers Play in User Adoption Quick Video Tutorials & Learning Resources CX Assessment
Templates	Adoption Planning Workshop Presentation Project Kickoff Communication Examples Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's Ambassador/Champion Kickoff Template Sugar Connect Adoption Plan & Communication Templates

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

You're up and running, but don't stop now - this is just the beginning of your journey. Now it's time to Reinforce.

Tags: Get Started, GROW, adoption

Wow

Jana Ferguson — Thu, 21 Oct 2021 17:35:37 GMT

Revision 14 posted to GROW Adoption Framework by Jana Ferguson on 10/21/2021 5:35:37 PM

Wow – you did it! You’re a model of success, but all those seeds you planted along the way still require care and attention to keep growing.

Proactive Improvement

One significant change you may notice in the Wow stage, is that your decision making is now proactive vs. reactive.
As new needs arise you are making changes based on information and data instead of instinct.
Now that you are armed with information, your people, processes, and technology are aligned, and you have a solid governance established, you’re able to seek out additional projects that will improve the overall experience with your company.
This doesn’t mean you’re perfect, but you’re armed with the information you need to make effective change efficiently.

Operationalize Feedback

Asking for feedback has been a valuable source of information to drive adoption throughout this journey.
Continuing to seek feedback from both internal and external stakeholders allows you to continually improve, which ultimately provides a better experience for your employees and customers.
Create a regular cadence of seeking & implementing feedback. This could be a Voice of the Customer program or an internal program through your HR department.

Find out more about Voice of the Customer programs and Advisory Boards in the GROW Wow Workbook.

Reassess Needs & Iterate

Just like a garden that grows and evolves over time, your company does to.
Who you are today is not who you will be two years from now, so you must continually evaluate whether your current way of working aligns with your strategic direction moving forward.
This sort of forward thinking will help ensure your people, processes, and technology can keep up with your evolving needs.
Future assessment could include:
- Quarterly review of projects that support the adoption of new processes or product features
- Review of process/technology alignment to strategic initiatives

Use our Review Schedule Planning Worksheet in the GROW Wow Workbook to make sure you stay on track.

Communicate Change

As new goals are set or new initiatives are rolled out, you want to remember the fundamentals we discussed in the Get Started stage.
Communication is key to making sure everyone understands and embodies the iterative changes you make as your programs and initiatives evolve.
The good news is you’ve established your communication channels and your educational framework. Now, as changes occur, you can quickly roll them out to your team.

We've included a Communication Template in the GROW Wow Workbook to help you document key messages to relay to your teams and stakeholders.

Share your Success

Now that you are an expert, make sure you share your knowledge and experience with others.
Publicize the great work you are doing to your employees to encourage their continued participation.
Share it to your customers so they know just how hard you are working to create amazing experiences for them.
We invite you to share your Wow! Moments in SugarClub and engage in the discussion forum to share your success with other Club members.

Be sure to check out the GROW Wow Workbook for tips on crafting an impactful success story.

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Wow Workbook
Additional Resources	Case Study: Materion Achieves Strong Adoption with Innovative Training Program Case Study: Delv - Digital Transformation Experts Break Down Silos with SugarCRM SugarCRM YouTube Quick Video Tutorials & Learning Resources CX Assessment

Tags: Wow, GROW, adoption

Get Started

Jana Ferguson — Wed, 20 Oct 2021 14:17:11 GMT

Revision 60 posted to GROW Adoption Framework by Jana Ferguson on 10/20/2021 2:17:11 PM

Whether starting from scratch or reinventing yourself, this phase is critical to insuring you set a vision and lay the foundation for the future.

Define your Vision

You’ll never reach your destination if you don’t have a clear view of where you are heading. Your vision should be your guiding light throughout your Adoption planning.

When defining your vision consider:
- Your organization's broader strategy, goals, and objectives
- The impact on employee and customer experiences
- What is driving the need for change
- Business capabilities and outcomes

Use the Vision Planning Worksheet in our GROW Get Started Workbook to help define your vision.

Build your Team

Key players include:

C-Level Business Executive Sponsor
IT Executive Sponsor
Program Manager/Success Owner
Training Lead
Communications Lead
User Council
Departmental Program Ambassadors/Champions
IT Members

Define your Adoption Plan

Drive Awareness
Ready your Team
Deploy
Assess & Iterate

Use our Adoption Planning Worksheet in the GROW Get Started Workbook to begin planning your next steps.

Adoption Plan Phases:

Drive Awareness

Raise general awareness through actions and messaging
Engage executive leadership to endorse and promote
Communicate key business benefits
Set expectations regarding usage

Ready Your Team

Prepare teams to operate in the new environment through an understanding of change impacts
Coach users to complete requirements prior to launch
Educate users on functionality with formal education and on-going tips and tricks
Ambassador/Champion Teams & Execs promote goals and solicit feedback

Deploy

Facilitate interactive communication to gather feedback and address questions
Celebrate benefits and wins through participation in sharing of success stories
Reinforce desired behavior through continued executive endorsement and user education

Assess & Iterate

Drive sustained adoption with regular post-deployment touchpoints
Reporting and publicizing progress using usage analysis and adoption metrics
Promote new functionality including major communication campaigns to support key functions

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Get Started Workbook Build Your Adoption Team Guide
Additional Resources	User Adoption Playbook Optimizing User Adoption Series Optimizing User Adoption Part 1 - Impediments to User Adoption Optimizing User Adoption Part 2 - Creating Well-defined Business Objectives Optimizing User Adoption Part 3 - Building Your Team Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting Blog: 9 Steps to a Successful CRM Go-Live Webinar: CRM Blueprint Series - User Adoption eBook: Managing Through Change: The Key Role Managers Play in User Adoption Quick Video Tutorials & Learning Resources CX Assessment
Templates	Adoption Planning Workshop Presentation Project Kickoff Communication Examples Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's Ambassador/Champion Kickoff Template Sugar Connect Adoption Plan & Communication Templates

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

You're up and running, but don't stop now - this is just the beginning of your journey. Now it's time to Reinforce.

Tags: Get Started, GROW, adoption

Get Started

Jana Ferguson — Wed, 20 Oct 2021 14:06:52 GMT

Revision 59 posted to GROW Adoption Framework by Jana Ferguson on 10/20/2021 2:06:52 PM

Whether starting from scratch or reinventing yourself, this phase is critical to insuring you set a vision and lay the foundation for the future.

Define your Vision

You’ll never reach your destination if you don’t have a clear view of where you are heading. Your vision should be your guiding light throughout your Adoption planning.

When defining your vision consider:
- Your organization's broader strategy, goals, and objectives
- The impact on employee and customer experiences
- What is driving the need for change
- Business capabilities and outcomes

Use the Vision Planning Worksheet in our GROW Get Started Workbook to help define your vision.

Build your Team

Key players include:

C-Level Business Executive Sponsor
IT Executive Sponsor
Program Manager/Success Owner
Training Lead
Communications Lead
User Council
Departmental Program Ambassadors/Champions
IT Members

Define your Adoption Plan

Drive Awareness
Ready your Team
Deploy
Assess & Iterate

Use our Adoption Planning Worksheet in the GROW Get Started Workbook to begin planning your next steps.

Adoption Plan Phases:

Drive Awareness

Raise general awareness through actions and messaging
Engage executive leadership to endorse and promote
Communicate key business benefits
Set expectations regarding usage

Ready Your Team

Prepare teams to operate in the new environment through an understanding of change impacts
Coach users to complete requirements prior to launch
Educate users on functionality with formal education and on-going tips and tricks
Ambassador/Champion Teams & Execs promote goals and solicit feedback

Deploy

Facilitate interactive communication to gather feedback and address questions
Celebrate benefits and wins through participation in sharing of success stories
Reinforce desired behavior through continued executive endorsement and user education

Assess & Iterate

Drive sustained adoption with regular post-deployment touchpoints
Reporting and publicizing progress using usage analysis and adoption metrics
Promote new functionality including major communication campaigns to support key functions

Resources & Downloads

Use the additional resources and downloads below to further support your adoption efforts as your work through the GROW Adoption Framework.

Workbook	GROW Get Started Workbook Build Your Adoption Team Guide
Additional Resources	User Adoption Playbook Optimizing User Adoption Series Optimizing User Adoption Part 1 - Impediments to User Adoption Optimizing User Adoption Part 2 - Creating Well-defined Business Objectives Optimizing User Adoption Part 3 - Building Your Team Optimizing User Adoption Part 4 - Applying Change Management Optimizing User Adoption Part 5 - Measuring, Reporting, Iterating, Adjusting Blog: 9 Steps to a Successful CRM Go-Live Webinar: CRM Blueprint Series - User Adoption eBook: Managing Through Change: The Key Role Managers Play in User Adoption Quick Video Tutorials & Learning Resources CX Assessment
Templates	Adoption Planning Workshop Presentation Project Kickoff Communication Examples Project Update Communication Examples Change Readiness Assessment Template (Long Form) Change Readiness Assessment Template (Short Form) Sample FAQ's Ambassador/Champion Kickoff Template Sugar Connect Adoption Plan & Communication Templates

Learning Plans

Market	Sell	Serve
Register now	Register now	Register now
Connect	Discover
Learn more	Learn more

You're up and running, but don't stop now - this is just the beginning of your journey. Now it's time to Reinforce.

Tags: Get Started, GROW, adoption