About the Author
About the Reviewer
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
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
CRM Deployment Options: Which One Is Right for You?
Server Issues for Self-Hosted and Collocated Deployments
Performing the Installation
CRM Processes and Terminology
A Quick Tour of SugarCRM
CRM Navigation Basics: Accounts and Contacts
The Sales Pipeline: Leads and Opportunities
Advanced User Interface Features
Extending Your CRM’s Business Role
Importing your Data
Customer Service Management
Assessing your CRM Customization Needs
Making Changes to your Existing CRM Modules
Commercial and Open Source Add-Ons for SugarCRM
Commercial Open Source Add-Ons
Sugar Pro Add-Ons
Participating in the Sugar Online Community
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
The CRM Training Process
CRM Training Materials
Going Live: Stepwise Introduction
Continuous Feedback and Enhancement
Linking SugarCRM to Your Customers
Capturing Customer Leads from a Public Site into your SugarCRM Installation
Customer Self-Service Portals
Installing SugarCRM on Linux
Installing SugarCRM on Windows Server
Data Import and Export
The System Administrator Role