PacktLib: Implementing SugarCRM

Implementing SugarCRM

Credits

About the Author

About the Reviewer

Preface

Doing Business—Better

The Business Benefits of CRM Technology

Small and Mid-Size Businesses: The Good, the Bad, and the Ugly

What is Customer Relationship Management?

What are my CRM Options?

What Will a CRM Do for my Business?

How Will This Book Help Me Get the CRM That Fits my Business?

Our Case Study: RayDoc Carpets, Doors, and Windows

Summary

One Size Does Not Fit All—CRM Your Way

Identifying the CRM Needs of Your Business

Which Business Activities will be a Part of Your CRM?

Business Models and Their Specific Requirements

How Do I Make Shrink-Wrapped Software Suit My Business?

Customer‑Centric Business Management

Requirement Analysis

Summary

CRM Deployment Options: Which One Is Right for You?

Deployment Alternatives

Server Issues for Self-Hosted and Collocated Deployments

Performing the Installation

Summary

CRM Basics

CRM Processes and Terminology

A Quick Tour of SugarCRM

CRM Navigation Basics: Accounts and Contacts

The Sales Pipeline: Leads and Opportunities

Calendaring

Sales Activities

Advanced User Interface Features

Summary

Extending Your CRM’s Business Role

Importing your Data

Marketing Campaigns

Document Management

Project Management

Customer Service Management

Email Notifications

Interface Consolidation

Assessing your CRM Customization Needs

Making Changes to your Existing CRM Modules

Summary

Commercial and Open Source Add-Ons for SugarCRM

Free Add-Ons

Commercial Open Source Add-Ons

Sugar Pro Add-Ons

Participating in the Sugar Online Community

Summary

Managing Your CRM Implementation

Key Steps to a Successful CRM Implementation

Some Common Pitfalls

It Takes a Team to Win

Setting Project Goals and Specifications

Selecting a CRM Development Partner

System Development

Pilot Testing

The CRM Training Process

CRM Training Materials

Going Live: Stepwise Introduction

Continuous Feedback and Enhancement

Summary

Linking SugarCRM to Your Customers

Capturing Customer Leads from a Public Site into your SugarCRM Installation

Customer Self-Service Portals

Summary

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Linux

Installing SugarCRM on Windows Server

Installing SugarCRM on Windows Server

Installing SugarCRM on Windows Server

Data Import and Export

Data Import and Export

Data Import and Export

Data Import and Export

Data Import and Export

Data Import and Export

Data Import and Export

The System Administrator Role

The System Administrator Role

The System Administrator Role

The System Administrator Role

The System Administrator Role

The System Administrator Role

Index