Implementing SugarCRM Table Of Contents

Table of Contents

• Preface

• Chapter 1: Doing Business—Better
• The Business Benefits of CRM Technology
• Small and Mid-Size Businesses: The Good, the Bad, and the Ugly
• Typical Small Business Needs
• What is Customer Relationship Management?
• What is SugarCRM?
• The Beauty of CRM Navigation
• What are my CRM Options?
• Deployment Options
• CRM Customization
• 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
• 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?
• Accounts and Contacts
• Tracking Leads and Opportunities
• Sales Force Automation
• Tracking the Sales Pipeline
• Tracking Service Cases and Support Contracts
• Corporate Calendar Management
• Corporate Directory
• Interface Consolidation
• Document Management
• Business Models and Their Specific Requirements
• B2B or B2C?
• Products or Services?
• Average Transaction Value, Sales Cycle, and the Recurring Business Model
• Location, Location, Location
• Size Does Matter: Two or Two Hundred?
• International Needs
• How Do I Make Shrink-Wrapped Software Suit My Business?
• Customer Centric Business Management
• Requirement Analysis
• RayDoc CRM Requirements
• Your CRM Requirements Worksheet
• Summary

• Chapter 3: CRM Deployment Options: Which One Is Right for You?
• Deployment Alternatives
• Server Issues for Self-Hosted and Collocated Deployments
• Choosing a Server Operating System
• Web-Based Application Platforms
• Specifying Your Server Hardware
• Backup and Security Considerations
• Server Security
• Bandwidth Capacity and Reliability Considerations
• Performing the Installation
• Summary

• Chapter 4: CRM Basics
• CRM Processes and Terminology
• Accessing the SugarCRM System
• A Quick Tour of SugarCRM
• Themes
• CRM Navigation Basics: Accounts and Contacts
• 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 Emails
• Email Templates
• Advanced User Interface Features
• Printing Information
• Getting Help
• Exporting Information
• Updating Several Records at Once
• Input Business Card
• Create from vCard
• Quick New Item
• Summary

• Chapter 5: Extending Your CRM's Business Role
• Importing your Data
• Marketing Campaigns
• Targets versus Leads and Contacts
• Creating an Email Template
• Creating an Email Marketing Program
• Adding Targets to the Campaign
• The Mass Emailing Queue
• Tracking a Campaign
• Document Management
• Project Management
• Customer Service Management
• Software Bug Tracking
• Email Notifications
• Interface Consolidation
• RSS News Feeds
• Linking in External Websites
• Linking in a Security Camera
• Assessing your CRM Customization Needs
• Making Changes to your Existing CRM Modules
• Summary

• Chapter 6: Commercial and Open Source Add-Ons for SugarCRM
• Free Add-Ons
• Role Management Extension
• Photographic Company Directory
• Constant Availability
• The Sync4j Open Source Project
• Commercial Open Source Add-Ons
• Human Resources Management
• Service Contract Management
• Receiving POP Email
• Sugar Pro Add-Ons
• Product Catalog and Products Module
• Product Catalog
• Products Module
• Quotes Module
• Forecasting
• Standard and Custom Reporting
• Sales Teams
• Enhanced Role Management: Access Control Lists
• Sugar Wireless
• Add-on Summary Table
• Participating in the Sugar Online Community
• Sugar 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
• Session 2: Management Training Completion and Issue Management
• Session 3: Present Final System Adjustments (Optional)
• Session 4: General User Training Session
• Session 5: Training Completion (Optional)
• CRM Training Materials
• Slide 1: What is a CRM System?
• Slide 2: CRM Deployment Options
• Slide 3: What are our Business Goals?
• Slide 4: What Functional Areas of CRM will we Use the Most?
• Slide 5: What is SugarCRM?
• Slide 6: CRM Basics 1—System Access, Screen Layout, Navigation
• Slide 7: CRM Basics 2—Accounts and Contacts
• Slide 8: CRM Basics 3—Opportunities and the Sales Pipeline, Home Tab
• Slide 9: CRM Basics 4—Calendaring
• Slide 10: CRM Basics 5—Activities (Calls, Meetings, Tasks, Notes)
• Slide 11: CRM Basics 6—Email
• Slide 12: CRM Basics 7—Advanced Interface Features
• Slide 13: Extending CRM 1—RSS News and External Sites
• Slide 14: Extending CRM 2—Marketing Campaigns
• Slide 15: Extending CRM 3—Document Management
• Slide 16: Extending CRM 4—Project Management
• Slide 17: Extending CRM 5—Customer Service Management
• Slide 18: Extending CRM 6—Always in Touch
• Slide 19: Extending CRM 7—Reaching Out
• Going Live: Stepwise Introduction
• Continuous Feedback and Enhancement
• Summary

• Chapter 8: Linking SugarCRM to Your Customers
• Capturing Customer Leads from a Public Site into your SugarCRM Installation
• Customer Self-Service Portals
• Installing the Mambo Portal
• Installing the SugarCRM Portal Components for Mambo
• Adding Cases and Bugs to the Mambo User Menu
• Publish the Sugar Login Form
• Create a New Mambo User
• Create a New Sugar Contact Linked to the Mambo User
• Using Your New Self-Service Portal
• Summary

• Appendix A: Installing SugarCRM on Linux
• Basic SUSE Linux Installation
• Configure the SUSE Linux Installation
• Updating the SUSE Linux Installation
• Version 1: Using a Downloaded DVD of SUSE Linux 10
• Version 2: Using a Full Retail DVD of SUSE Linux 10
• Continuing the Update…
• Test Apache and PHP
• Configure MySQL
• Configure php.ini
• Install SugarCRM
• Configure Installation Settings
• Forbid Access to Install Directory
• Email Server Integration
• Configure Apache for Multiple Virtual Server Installations

• Appendix B: Installing SugarCRM on Windows Server
• Basic SpikeSource Installation
• Re-running the Installation

• Appendix C: Data Import and Export
• Importing Accounts and Contacts
• Export Contacts from Your Current Contact Manager
• Import Accounts
• Import Contacts
• Importing Leads and Opportunities
• Exporting Information

• 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 System Roles
• Configuring System Tabs
• Defining Releases for Bug Tracker
• Adding System Users
• Using Sugar Studio
• Enabling the Mass Emailer
• Recurring Administration Duties
• User Management
• Resetting Passwords
• General Maintenance
• Checking for Updates to Sugar Open Source
• System Backups
• Data Backups
• Checking Available Storage
• Using the Upgrade Wizard
• Using the Module Loader

• Index