Implementing SugarCRM 5.x


Implementing SugarCRM 5.x
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Overview
Table of Contents
Author
Support
Sample Chapters
  • Analyze and weigh deployment options based on your needs and resources
  • A brief overview of the benefits of SugarCRM 6.0
  • Review powerful built-in customization tools and popular third-party enhancements for your SugarCRM system
  • Learn about on-going maintenance needs such as backups and user management

 

Book Details

Language : English
Paperback : 352 pages [ 235mm x 191mm ]
Release Date : September 2010
ISBN : 184719866X
ISBN 13 : 9781847198662
Author(s) : Angel Magaña, Michael Whitehead
Topics and Technologies : All Books, Enterprise Products and Platforms, Content Management (CMS), CRM, Open Source


Table of Contents

Preface
Chapter 1: Doing Business—Better
Chapter 2: One Size Does Not Fit All—CRM Your Way
Chapter 3: CRM Deployment Options
Chapter 4: SugarCRM Basics
Chapter 5: Extending The Business Role of Your SugarCRM System
Chapter 6: The SugarCRM Ecosystem
Chapter 7: Managing Your CRM Implementation
Chapter 8: Linking Your Customers to Your SugarCRM
Appendix A: Installing SugarCRM on Linux
Appendix B: Installing SugarCRM on Windows Server
Appendix C: Data Import and Export
Appendix D: The System Administrator Role
Appendix E: Customizing SugarCRM
Appendix F: A Word About SugarCRM 6.0
Index
  • Chapter 1: Doing Business—Better
    • Small and medium-size businesses: The good, the bad, and the ugly
      • Typical small business needs
      • The business benefits of CRM technology
    • What is Customer Relationship Management?
      • CRM customization
      • What will a CRM do for my business?
    • What are my CRM options?
      • Deployment options
    • What is SugarCRM?
      • Why choose SugarCRM?
    • How will this book help me tailor SugarCRM to my business?
    • Our case study: RayDoc Carpets, Doors, and Windows
      • Our hero: Doc
      • What does the future hold for RayDoc?
    • Summary
  • Chapter 2: 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?
      • Account and contact management
      • Lead and opportunity management
      • Sales Force Automation (SFA)
      • Sales analytics
      • Customer service and contracts
      • Knowledge management
      • Activity management
      • E-mail management
      • Marketing automation
      • Employee directory
      • Interface consolidation
      • Document management
      • Reporting and analytics
    • Business models and their specific requirements
      • B2B or B2C?
      • Products or Services?
      • Average transaction value, sales cycle, and the recurring business model
      • Business location
      • Size does matter: Two or two hundred?
      • International needs
    • How do I make shrink-wrapped software suit my business?
    • Customer-centric business management
      • Planning your installation
      • Your CRM data hub
    • Requirement analysis
      • RayDoc CRM requirements
      • Your CRM requirements worksheet
    • Summary
  • Chapter 3: CRM Deployment Options
    • Deployment alternatives
    • Choosing a server operating system
      • Specifying your server hardware
    • Web-based application platforms
    • Backup and security considerations
      • Server security
      • Emergencies and natural disasters
      • Bandwidth capacity and reliability considerations
    • Performing the installation
    • Summary
  • Chapter 4: SugarCRM Basics
    • CRM processes and terminology
      • Accessing the SugarCRM system
      • A quick tour of SugarCRM
      • Themes
      • SugarCRM basics: Data relationships
    • SugarCRM navigation: Accounts and contacts
      • List and detail view screens
      • Main panel and subpanels
      • Edit view screens
      • Data relationships and searching
      • SugarCRM basics: Security
    • The sales pipeline: Leads and opportunities
      • Aggregating opportunities: The sales pipeline
      • The dashboard
      • Calendaring
    • Sales activities
      • Creating a note
      • Creating a task
      • Scheduling a call or meeting
      • Managing e-mails
        • E-mail templates
    • Advanced user-interface features
      • Printing information
      • Getting help
      • Exporting information
      • Mass operations
      • Input business card
      • Create from vCard
      • Quick new item
    • Summary
  • Chapter 6: The SugarCRM Ecosystem
    • SugarCRM Community Edition
      • SugarForge.org and SugarExchange.com
      • Module loader
      • Enhanced search
      • Google connectors
      • Microsoft Outlook connector
      • Microsoft Office integration
      • ZuckerReports
      • Development toolkit and enhanced studio
      • Open quotes and contracts
      • VeryThinClient
      • Security suite
    • SugarCRM Professional/Enterprise Editions
      • Product catalog and products module
        • Product catalog
        • Products module
      • Quotes module
      • Forecasting
      • Standard and custom reporting
      • User teams
      • Enhanced role management: Field level access
    • Participating in the SugarCRM online community
      • SugarCRM user forums
    • Summary
  • Chapter 7: Managing Your CRM Implementation
    • Key steps to a successful CRM implementation
      • Planning the implementation
    • Some common pitfalls
    • It takes a team to win
    • Setting project goals and specifications
    • Selecting a CRM development partner
    • System development
      • Data import
      • Pilot testing
    • The CRM training process
      • Session 1: Initial management training and product exposure
        • Goals:
        • Attendees:
        • Next steps:
      • Session 2: Management training completion and issue management
        • Goals:
        • Attendees:
        • Next steps:
      • Session 3: Present final system adjustments (optional)
        • Goals:
        • Attendees:
        • Next steps:
      • Session 4: General user training session
        • Goals:
        • Attendees:
        • Next steps:
      • Session 5: Training completion (optional)
        • Goals:
        • Attendees:
        • Next steps:
    • CRM training materials
      • Slide 1: What is a CRM system?
      • Slide 2: What are our business goals?
      • Slide 3: What functional areas of CRM will we use the most?
      • Slide 4: What is SugarCRM?
      • Slide 5: CRM basics 1—system access, screen layout, navigation
      • Slide 6: CRM basics 2—accounts and contacts
      • Slide 7: CRM basics 3—opportunities and the sales pipeline, home tab
      • Slide 8: CRM basics 4—calendaring
      • Slide 9: CRM basics 5—activities (calls, meetings, tasks, notes)
      • Slide 10: CRM basics 6—e-mail
      • Slide 11: CRM basics 7—advanced interface features
      • Slide 12: Extending CRM 1—RSS news and external sites
      • Slide 13: Extending CRM 2—marketing campaigns
      • Slide 14: Extending CRM 3—document management
      • Slide 15: Extending CRM 4—project management
      • Slide 16: Extending CRM 5—customer service management
      • Slide 17: Extending CRM 6—always in touch
      • Slide 18: Extending CRM 7—reaching out
    • Going live: Stepwise introduction
    • Continuous feedback and enhancement
    • Summary
  • Chapter 8: Linking Your Customers to Your SugarCRM
    • Capturing leads from your website
    • Customer self-service portals
      • Self-service portal configuration
      • Installing Joomla!
      • Installing the SugarCRM portal component for Joomla!
      • Creating a new Joomla! user
      • Using your new self-service portal
    • Summary
  • Appendix B: Installing SugarCRM on Windows Server
    • A word about our installation
    • Selecting a version of Windows
    • Installing SugarCRM using MySQL and Apache
      • Installing Apache web server
      • Installing PHP
      • Installing MySQL
      • Installing SugarCRM Community Edition
      • Installing SugarCRM with Microsoft SQL server
      • Installing SugarCRM on Internet Information Services (IIS)
    • Permissions
  • Appendix C: Data Import and Export
    • Importing accounts and contacts
      • Pre-import analysis
      • Import accounts
      • Import contacts
      • Importing leads and opportunities
      • Updating records
    • Exporting information
      • Export contacts from your current contact manager
      • Other options
  • Appendix D: The System Administrator Role
    • System administration duties
    • Who should be the system administrator?
    • Should more than one user be given system admin capability?
    • Administration duties at system installation time
      • Configuring system settings
      • Defining currencies and rates
      • Defining security roles
      • Configuring system tabs
      • Configuring tab groups
      • Adding system users
      • Password management
      • Using Studio
      • Defining system e-mail
    • Recurring administration duties
      • User management
      • Resetting passwords
      • General maintenance
        • Checking for updates to SugarCRM
        • System backups
        • Data backups
        • Checking available storage
      • Using the Upgrade Wizard
      • Using the module loader
  • Appendix E: Customizing SugarCRM
    • Making changes to SugarCRM modules
      • Non-upgrade safe and upgrade safe
        • Customization Studio
        • Dropdown Editor
        • Logic hooks
        • Model-View-Controller (MVC)
        • Module Builder
        • Integration using SOAP and REST API

Angel Magaña

Based in Los Angeles, California, Angel currently works as a CRM consultant helping businesses of all sizes realize the benefits of SugarCRM. He is a seasoned veteran of the technology world, initially getting his start in the CRM industry back in 1996 with GoldMine Software (now FrontRange Solutions). During his years at GoldMine he authored numerous technical documents, and contributed heavily to development and product management efforts that helped make GoldMine a leading and award-winning solution.

His affection for open source software began in 1998 when he started exploring Red Hat Linux, Apache, MySQL, and PHP; a combination now widely known as the LAMP stack. As an advocate of open source technologies, Angel has continually focused on emphasizing their feasibility and viability in relation to CRM and small business needs.

SugarCRM first caught his attention in 2005. Impressed by what he saw, Angel quickly moved to familiarizing himself with its capabilities, and shortly thereafter deployed his first instance. Since then, Angel has continuously refined his SugarCRM skills while also sharing his knowledge with others as an active member of the SugarCRM user community. In addition to his numerous contributions on the SugarCRM Forums, his projects on SugarForge.org have earned him two "Project of the Month" recognitions. Angel also maintains a blog at http://cheleguanaco.blogspot.com, where he shares additional insights on customizing and troubleshooting SugarCRM.

Away from the computer he is an avid soccer fan and regularly writes about the local soccer scene for LAist.com. When he is not playing, watching or writing about soccer, he is out running, riding his bike or enjoying the outdoors. He is fluent in English and Spanish, with a little French in between. His two dogs are a constant source of amusement.


Michael Whitehead

Michael Whitehead is a leading authority on the design and implementation of Customer Relationship Management (CRM) systems. Michael’s experience and expertise spans a thirty year career in software architecture, design and development as well as business management and ownership of multiple technology organizations. Among many other accomplishments Michael is the contributing author of the SugarCRM Open Source User Guide.

Michael has authored this book for entrepreneurs and small/medium business leaders, like himself, to help propel the success of their businesses through the disciplined application of CRM best practices. More than just a practical guide for the implementation of SugarCRM, this book explores and explains the business implications—and benefits—of customer relationship management for the small/medium business.

Michael is currently the founder and President of The Long Reach Corporation (www.thelongreach.com). Long Reach blends real world CRM expertise with commercial open source technologies to develop and deliver cost effective CRM solutions for small/medium business and divisions of large enterprises. Long Reach offers a full range of SugarCRM implementation, customization and training services. Long Reach is also the developer of Info At Hand™, a complete, commercial-grade, customer-centric business management solution built on SugarCRM Open Source.

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Sample chapters

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What you will learn from this book

  • Install a CentOS LAMP stack for use by SugarCRM
  • Perform a needs analysis for your business and learn to match those needs to functional areas of SugarCRM
  • Learn system navigation and the use of various features such as the Opportunity Manager
  • Deploy an instance on a Linux or Windows-based server
  • Learn one of SugarCRM’s most popular features – the e-mail marketing campaign feature
  • Extend SugarCRM to allow third-party access to add to or view the data it contains
  • Use the SugarCRM data import tool and learn some common problems one may encounter when using it
  • Explore the SugarCRM framework and get information on extending and applying advanced customizations

 

In Detail

SugarCRM is a popular customer relationship management system. It is 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 will give you all the information you need to start using this powerful CRM system. It 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 from this exciting product. It demonstrates how to install SugarCRM and also how to get the most out of it by customizing it and integrating CRM into your organization as per your needs.

Focused on the needs of the enterprise, this book provides a solution-driven approach for both business and IT specialists to get the most from this powerful and popular Open Source application. It begins with a general discussion about CRM. You will then learn the benefits of such systems, and then explore SugarCRM and its unique value. You will then go through the guidelines for installing and making deployment selections that are set out alongside information for identifying, planning, and applying customizations. Training guidelines and ongoing administrative tasks will be discussed as you progress further into the book. A brief overview of SugarCRM 6.0 is provided at the end of the book.

A complete guide to implementing SugarCRM including needs assessment, installing and using the software, training users, integrating with existing systems, and more

Approach

The book works from the SugarCRM basics right up to advanced features in a clear and friendly way. It follows a combination of theoretical discussions relating to varying business needs and the manner in which CRM technology can address them. By helping you clarify your business goals the book enables you to build a CRM system to support your business needs.

Who this book is for

If you are a small-medium business owner/manager with reasonable IT skills, a system implementer, or a system administrator who wants to implement SugarCRM for yourself either as a first CRM or as a replacement for existing solutions, this book is for you.

Existing SugarCRM users who want to broaden their understanding of the topic will find this book valuable too. No programming knowledge is required to use this book to implement, customize, and use SugarCRM.

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