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Implementing SugarCRM

Michael Whitehead

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

ISBN 139781904811688
Paperback328 pages

About This Book

  • 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"

Who This Book Is 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

Chapter 1: 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
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?
Business Models and Their Specific Requirements
How Do I Make Shrink-Wrapped Software Suit My Business?
Customer‑Centric Business Management
Requirement Analysis
Chapter 3: CRM Deployment Options: Which One Is Right for You?
Deployment Alternatives
Server Issues for Self-Hosted and Collocated Deployments
Performing the Installation
Chapter 4: CRM Basics
CRM Processes and Terminology
A Quick Tour of SugarCRM
CRM Navigation Basics: Accounts and Contacts
The Sales Pipeline: Leads and Opportunities
Sales Activities
Advanced User Interface Features
Chapter 5: 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
Chapter 6: 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
Chapter 7: 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
Chapter 8: Linking SugarCRM to Your Customers
Capturing Customer Leads from a Public Site into your SugarCRM Installation
Customer Self-Service Portals

What You Will Learn

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

Table of Contents Summary:

  • Chapter 1 Doing Business – Better
  • Chapter 2 One Size Does Not Fit All: CRM Your Way
  • Chapter 3 CRM Deployment Options: Which One Is Right for You?
  • Chapter 4 CRM Basics
  • Chapter 5 Extending Your CRM’s Business Role
  • Chapter 6 Commercial and Open Source Add-ons for SugarCRM
  • Chapter 7 Managing Your CRM Implementation
  • Chapter 9 Linking SugarCRM with Your Customers
  • Appendix A Installing SugarCRM on Linux
  • Appendix B Installing SugarCRM on Windows Server
  • Appendix C Importing Your Data
  • Appendix D The System Administrator Role

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.


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