Customization for Product Devs

Alex Nassi — Fri, 07 Feb 2025 17:39:38 GMT

Current Revision posted to Dev Tutorials by Alex Nassi on 2/7/2025 5:39:38 PM

Extensions

The extension framework provides the capability to modify Sugar metadata such as vardefs and layouts in a safe way that supports installing, uninstalling, enabling, and disabling without interfering with other customizations.

Logic Hooks / System Events

The Logic Hook framework allows you to append actions to system events such as when creating, editing, and deleting records. Logic hook definitions can pertain to a specific module or to the entire application. Either way, you must decide if the logic hook definition will be implemented as an extension of or directly to the module or application.

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

The Job Queue executes automated tasks in Sugar through a scheduler, which integrates with external UNIX systems and Windows systems to run jobs that are scheduled through those systems. Jobs are the individual runs of the specified function from a scheduler:

Developer Office Hours dedicated to Sugar Batch Jobs with Sugar Experts Sharing experiences and best practices
Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

How To's

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

You're up and running, but don't stop now - this is just the beginning of your journey.

Now it's time for Deployment for Product Devs.

Customization for Product Devs

Alex Nassi — Fri, 24 Jan 2025 16:49:40 GMT

Revision 11 posted to Dev Tutorials by Alex Nassi on 1/24/2025 4:49:40 PM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Developer Office Hours dedicated to Sugar Batch Jobs with Sugar Experts Sharing experiences and best practices
Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

How To's

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

You're up and running, but don't stop now - this is just the beginning of your journey.

Now it's time for Deployment for Product Devs.

Customization for Product Devs

Rafael Fernandes — Tue, 13 Sep 2022 16:16:56 GMT

Revision 10 posted to Dev Tutorials by Rafael Fernandes on 9/13/2022 4:16:56 PM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Developer Office Hours dedicated to Sugar Batch Jobs with Sugar Experts Sharing experiences and best practices
Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

How To's

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

You're up and running, but don't stop now - this is just the beginning of your journey.

Now it's time for Deployments.

Customization for Product Devs

Rafael Fernandes — Tue, 13 Sep 2022 16:02:09 GMT

Revision 9 posted to Dev Tutorials by Rafael Fernandes on 9/13/2022 4:02:09 PM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Developer Office Hours dedicated to Sugar Batch Jobs with Sugar Experts Sharing experiences and best practices
Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

How To's

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

You're up and running, but don't stop now - this is just the beginning of your journey.

Now it's time for Deployments.

Customization for Product Devs

Rafael Fernandes — Wed, 07 Sep 2022 18:25:20 GMT

Revision 8 posted to Dev Tutorials by Rafael Fernandes on 9/7/2022 6:25:20 PM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Developer Office Hours dedicated to Sugar Batch Jobs with Sugar Experts Sharing experiences and best practices
Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

How To's

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Application Footer
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

You're up and running, but don't stop now - this is just the beginning of your journey.

Now it's time for Deployments.

Customization for Product Devs

Alex Nassi — Thu, 04 Aug 2022 05:36:24 GMT

Revision 6 posted to Dev Tutorials by Alex Nassi on 8/4/2022 5:36:24 AM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

How To's

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Application Footer
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

You're up and running, but don't stop now - this is just the beginning of your journey.

Now it's time for Deployments.

Customization for Product Devs

Alex Nassi — Thu, 04 Aug 2022 05:36:24 GMT

Revision 7 posted to Dev Tutorials by Alex Nassi on 8/4/2022 5:36:24 AM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

How To's

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Application Footer
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

You're up and running, but don't stop now - this is just the beginning of your journey.

Now it's time for Deployments.

Customization for Product Devs

Rafael Fernandes — Mon, 01 Aug 2022 19:53:11 GMT

Revision 5 posted to Dev Tutorials by Rafael Fernandes on 8/1/2022 7:53:11 PM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

HOWTOs

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Application Footer
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

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

Customization for ISVs

Rafael Fernandes — Mon, 01 Aug 2022 19:53:01 GMT

Revision 4 posted to Dev Tutorials by Rafael Fernandes on 8/1/2022 7:53:01 PM

Extensions

Logic Hooks / System Events

Module Extension Hooks allow a developer to define hook actions that will be executed for the specified events in a given module
Application Extension Hooks allow a developer to define hook actions that will be executed for all specified application-level events using the extension framework
Web Logic Hooks Web logic hooks let administrators post record and event information to a specified URL when certain sugar events take place
Preventing Infinite Loops with Logic Hooks
Comparing Bean Properties Between Logic Hooks
Application Hooks Events
Module Hooks Events
User Hooks Events
Job Queue Events
API Hooks Events

Batch Jobs

Job Queues executes automated tasks in Sugar
Schedulers Sugar provides a Scheduler service that can execute predefined functions asynchronously on a periodic basis
Creating Custom Schedulers
Scheduler Jobs Jobs are the individual runs of the specified function from a scheduler
Creating a Custom Job How to create and execute your own custom jobs.
Queuing Logic Hook Actions enables you to send longer-running jobs such as sending emails

HOWTOs

In this section, you will find a few real-world examples of how to enable and customize functionalities that makes Sugar better for your end-users and admins.

Global Search how to customize the global search results
Elasticsearch how Sugar integrates with Elasticsearch
Duplicate Check framework provides the capability to alter how the system searches for duplicate records in the database when creating records
Configuration Settings you can access the Sugar config (filesystem) settings by using this
Administration Settings is used to manage settings stored in the database config table
Tags allows a user to apply as many "tags" as they choose on any record they want to categorize
Validation Constraints how to add validation constraints to your custom code
Adding Buttons to the Application Footer
Adding Buttons to the Record View
Creating Custom Field Types
Creating an Auto-Incrementing Field
Dynamically Hiding Subpanels Based on Record Values
Prepopulating the Compose Email View

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

Customization for ISVs

Rafael Fernandes — Mon, 01 Aug 2022 19:52:01 GMT

Revision 3 posted to Dev Tutorials by Rafael Fernandes on 8/1/2022 7:52:01 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

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

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.

Customization

Rafael Fernandes — Fri, 24 Jun 2022 15:18:19 GMT

Revision 2 posted to Dev Tutorials by Rafael Fernandes on 6/24/2022 3:18:19 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 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.

Reinforce

Alex Nassi — Thu, 23 Jun 2022 21:53:02 GMT

Revision 1 posted to Dev Tutorials by Alex Nassi on 6/23/2022 9:53:02 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 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.