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Implementing SugarCRM 5.x by Michael Whitehead, Angel Magaña

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What is Customer Relationship Management?

Before you implement your CRM system, you should understand what CRM is and is not, as well as how it compares to other tools with which you may already be familiar.

A CRM or Customer Relationship Management system is: a system that manages information and processes pertaining to the relationship and interactions with your customers. However, it extends beyond technology. It is also a work philosophy for which the system merely serves as a receptacle.

CRM encompasses not only the sales aspect of a business relationship, but also the ongoing service and support aspects. The system should provide at least basic information about the companies or organizations you interact with and the people you work with ...

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