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Implementing SugarCRM

Book Description

A step-by-step guide to using this powerful Open Source application in your business.

  • Your complete guide to SugarCRM implementation - assess your needs, install the software, start using it, train users, integrate with existing systems

  • Covers both the free and commercial versions of SugarCRM - get maximum benefit from the free version before paying for add ons

  • "SugarCRM is one of the most exciting open source products around today, and Michael Whitehead has created the definitive guide to it. Michael packs the book with his experience as the premier independent SugarCRM consultant. It's not just a powerful guide to SugarCRM, it's a practical, hands on introduction to CRM as a whole. If you want to harness technology to enhance your customer relationships then read this book. You'll be glad you did." Bernard Golden, author, "Succeeding with Open Source"

    In Detail

    SugarCRM is a popular customer relationship management system. It is available in both free open source and commercial versions, making it an ideal way for small-medium business to try out a CRM system without committing large sums of money. Although SugarCRM is carefully designed for ease of use, attaining measurable business gains requires careful planning and research. This book distils hard won SugarCRM experienced into an easy to follow guide to implementing the full power of SugarCRM. SugarCRM is an extensive PHP/MySQL based application but with its rich administration interfaces no programming is required to get the most of it.

    This book will give you all the information you need to start using this powerful, free CRM system. Written by veteran SugarCRM expert and experienced documentation author, Michael J. Whitehead, this book is the definitive guide to implementing SugarCRM. Whether you are wondering exactly what benefits CRM can bring, or you have already learned about CRM systems but have yet to implement one, or you're working with SugarCRM already; this book will show you how to get maximum benefit of this exciting product.

    What you will learn from this book?

    Here are just some of the knowledge and skills you will gain when you read this book:

  • A complete step-by-step tutorial in using the standard, every day features of SugarCRM

  • Installing and using SugarCRM

  • Learning specific ways in which SugarCRM can increase your profits through richer customer relationships

  • Assessing your own companies needs, and planning a SugarCRM implementation tailored specifically to you

  • Deciding how to deploy SugarCRM so that it meets your requirements best, and step by step instructions for installing the software

  • A complete step-by-step tutorial in using the standard, every day features of SugarCRM

  • Looking at the various free and commercial add ons available for SugarCRM, as well as advice on when they are useful and how to find more

  • Introducing SugarCRM across the business - how to train your staff and get your users enthused about what SugarCRM can do for them

  • Essential admin tasks such as data importing, back up, and maintenance

  • Integrating SugarCRM into your web site, and tips for other forms of integration too! Includes particular coverage of integration with Mambo

  • Approach

    Using a unique checklist approach the book works from the SugarCRM basics right up to advanced features in a clear, friendly way. It is carefully designed to distil hard-won SugarCRM wisdom from a recognized expert into a clear, readable, practical guide. By helping you clarify your business goals the book enables you to build a CRM system to support your business needs, and shows SugarCRM in a realistic business setting through an Extended case study.

    Who this book is written for?

  • Small-medium business owners/managers with reasonable IT skills, who want to implement SugarCRM for themselves as either a first CRM or as a replacement for existing solutions.

  • IT staff tasked with implementing, maintaining, or upgrading a SugarCRM installation

  • Existing SugarCRM users who want to broaden their understanding of the topic

  • No programming knowledge is required to use this book to implement, customise and use SugarCRM

  • Table of Contents

    1. Implementing SugarCRM
      1. Implementing SugarCRM
      2. Credits
      3. About the Author
      4. About the Reviewer
      5. Preface
        1. What This Book Covers
        2. Conventions
        3. Reader Feedback
        4. Customer Support
          1. Downloading the Example Code for the Book
          2. Errata
          3. Questions
      6. 1. Doing Business—Better
        1. The Business Benefits of CRM Technology
        2. Small and Mid-Size Businesses: The Good, the Bad, and the Ugly
          1. Typical Small Business Needs
        3. What is Customer Relationship Management?
          1. What is SugarCRM?
          2. The Beauty of CRM Navigation
        4. What are my CRM Options?
          1. Deployment Options
          2. CRM Customization
        5. What Will a CRM Do for my Business?
        6. How Will This Book Help Me Get the CRM That Fits my Business?
        7. Our Case Study: RayDoc Carpets, Doors, and Windows
          1. Our Hero: Doc
          2. What Does the Future Hold for RayDoc?
        8. Summary
      7. 2. One Size Does Not Fit All—CRM Your Way
        1. Identifying the CRM Needs of Your Business
        2. Which Business Activities will be a Part of Your CRM?
          1. Accounts and Contacts
          2. Tracking Leads and Opportunities
          3. Sales‑Force Automation
          4. Tracking the Sales Pipeline
          5. Tracking Service Cases and Support Contracts
          6. Corporate Calendar Management
          7. Corporate Directory
          8. Interface Consolidation
          9. Document Management
        3. Business Models and Their Specific Requirements
          1. B2B or B2C?
          2. Products or Services?
          3. Average Transaction Value, Sales Cycle, and the Recurring Business Model
          4. Location, Location, Location
          5. Size Does Matter: Two or Two Hundred?
          6. International Needs
        4. How Do I Make Shrink-Wrapped Software Suit My Business?
        5. Customer‑Centric Business Management
        6. Requirement Analysis
          1. RayDoc CRM Requirements
          2. Your CRM Requirements Worksheet
        7. Summary
      8. 3. CRM Deployment Options: Which One Is Right for You?
        1. Deployment Alternatives
        2. Server Issues for Self-Hosted and Collocated Deployments
          1. Choosing a Server Operating System
          2. Web-Based Application Platforms
          3. Specifying Your Server Hardware
          4. Backup and Security Considerations
          5. Server Security
          6. Bandwidth Capacity and Reliability Considerations
        3. Performing the Installation
        4. Summary
      9. 4. CRM Basics
        1. CRM Processes and Terminology
          1. Accessing the SugarCRM System
        2. A Quick Tour of SugarCRM
          1. Themes
        3. CRM Navigation Basics: Accounts and Contacts
          1. List and Detail View Screens
          2. Main Panel and Sub-Panels
          3. Edit View Screens
          4. Linking and Searching
        4. The Sales Pipeline: Leads and Opportunities
          1. Aggregating Opportunities: The Sales Pipeline
          2. The Dashboard
        5. Calendaring
        6. Sales Activities
          1. Creating a Note
          2. Creating a Task
          3. Scheduling a Call or Meeting
          4. Managing Emails
          5. Email Templates
        7. Advanced User Interface Features
          1. Printing Information
          2. Getting Help
          3. Exporting Information
          4. Updating Several Records at Once
          5. Input Business Card
          6. Create from vCard
          7. Quick New Item
        8. Summary
      10. 5. Extending Your CRM’s Business Role
        1. Importing your Data
        2. Marketing Campaigns
          1. Targets versus Leads and Contacts
          2. Creating an Email Template
          3. Creating an Email Marketing Program
          4. Adding Targets to the Campaign
          5. The Mass Emailing Queue
          6. Tracking a Campaign
        3. Document Management
        4. Project Management
        5. Customer Service Management
          1. Software Bug Tracking
        6. Email Notifications
        7. Interface Consolidation
          1. RSS News Feeds
          2. Linking in External Websites
          3. Linking in a Security Camera
        8. Assessing your CRM Customization Needs
        9. Making Changes to your Existing CRM Modules
          1. Field Layout Editor
          2. Dropdown Editor
          3. Edit Custom Fields
        10. Summary
      11. 6. Commercial and Open Source Add-Ons for SugarCRM
        1. Free Add-Ons
          1. Role Management Extension
          2. Photographic Company Directory
          3. Constant Availability
            1. The Sync4j Open Source Project
        2. Commercial Open Source Add-Ons
          1. Human Resources Management
          2. Service Contract Management
          3. Receiving POP Email
        3. Sugar Pro Add-Ons
          1. Product Catalog and Products Module
            1. Product Catalog
            2. Products Module
          2. Quotes Module
          3. Forecasting
          4. Standard and Custom Reporting
          5. Sales Teams
            1. Enhanced Role Management: Access Control Lists
          6. Sugar Wireless
            1. Add-on Summary Table
        4. Participating in the Sugar Online Community
          1. Sugar User Forums
        5. Summary
      12. 7. Managing Your CRM Implementation
        1. Key Steps to a Successful CRM Implementation
          1. Planning the Implementation
        2. Some Common Pitfalls
        3. It Takes a Team to Win
        4. Setting Project Goals and Specifications
        5. Selecting a CRM Development Partner
        6. System Development
          1. Data Import
        7. Pilot Testing
        8. The CRM Training Process
          1. Session 1: Initial Management Training and Product Exposure
            1. Goals:
            2. Attendees:
            3. Next Steps:
          2. Session 2: Management Training Completion and Issue Management
            1. Goals:
            2. Attendees:
            3. Next Steps:
          3. Session 3: Present Final System Adjustments (Optional)
            1. Goals:
            2. Attendees:
            3. Next Steps:
          4. Session 4: General User Training Session
            1. Goals:
            2. Attendees:
            3. Next Steps:
          5. Session 5: Training Completion (Optional)
            1. Goals:
            2. Attendees:
            3. Next Steps:
        9. CRM Training Materials
          1. Slide 1: What is a CRM System?
          2. Slide 2: CRM Deployment Options
          3. Slide 3: What are our Business Goals?
          4. Slide 4: What Functional Areas of CRM will we Use the Most?
          5. Slide 5: What is SugarCRM?
          6. Slide 6: CRM Basics 1—System Access, Screen Layout, Navigation
          7. Slide 7: CRM Basics 2—Accounts and Contacts
          8. Slide 8: CRM Basics 3—Opportunities and the Sales Pipeline, Home Tab
          9. Slide 9: CRM Basics 4—Calendaring
          10. Slide 10: CRM Basics 5—Activities (Calls, Meetings, Tasks, Notes)
          11. Slide 11: CRM Basics 6—Email
          12. Slide 12: CRM Basics 7—Advanced Interface Features
          13. Slide 13: Extending CRM 1—RSS News and External Sites
          14. Slide 14: Extending CRM 2—Marketing Campaigns
          15. Slide 15: Extending CRM 3—Document Management
          16. Slide 16: Extending CRM 4—Project Management
          17. Slide 17: Extending CRM 5—Customer Service Management
          18. Slide 18: Extending CRM 6—Always in Touch
          19. Slide 19: Extending CRM 7—Reaching Out
        10. Going Live: Stepwise Introduction
        11. Continuous Feedback and Enhancement
        12. Summary
      13. 8. Linking SugarCRM to Your Customers
        1. Capturing Customer Leads from a Public Site into your SugarCRM Installation
        2. Customer Self-Service Portals
          1. Installing the Mambo Portal
          2. Installing the SugarCRM Portal Components for Mambo
          3. Adding Cases and Bugs to the Mambo User Menu
          4. Publish the Sugar Login Form
          5. Create a New Mambo User
          6. Create a New Sugar Contact Linked to the Mambo User
          7. Using Your New Self-Service Portal
        3. Summary
      14. A. Installing SugarCRM on Linux
        1. Basic SUSE Linux Installation
        2. Configure the SUSE Linux Installation
        3. Updating the SUSE Linux Installation
          1. Version 1: Using a Downloaded DVD of SUSE Linux 10
          2. Version 2: Using a Full Retail DVD of SUSE Linux 10
          3. Continuing the Update…
        4. Test Apache and PHP
        5. Configure MySQL
        6. Configure php.ini
        7. Install SugarCRM
        8. Configure Installation Settings
          1. Re-running the Installation
          2. Email Server Integration
        9. Configure Apache for Multiple Virtual Server Installations
      15. B. Installing SugarCRM on Windows Server
        1. Basic SpikeSource Installation
        2. Re-running the Installation 
      16. C. Data Import and Export
        1. Importing Accounts and Contacts
        2. Export Contacts from Your Current Contact Manager
        3. Import Accounts
        4. Import Contacts
        5. Importing Leads and Opportunities
        6. Exporting Information
      17. D. The System Administrator Role
        1. System Administration Duties
        2. Who Should Be the System Administrator?
        3. Should More Than One User Be Given System Admin Capability?
        4. Administration Duties at System Installation Time
          1. Configuring System Settings
          2. Defining Currencies and Rates
          3. Defining System Roles
          4. Configuring System Tabs
          5. Defining Releases for Bug Tracker
          6. Adding System Users
          7. Using Sugar Studio
          8. Enabling the Mass Emailer
        5. Recurring Administration Duties
          1. User Management
          2. Resetting Passwords
          3. General Maintenance
            1. Checking for Updates to Sugar Open Source
            2. System Backups
            3. Data Backups
            4. Checking Available Storage
          4. Using the Upgrade Wizard
          5. Using the Module Loader