Implementing SugarCRM 5.x -- Table of Contents -- Implementing SugarCRM 5.x -- Credits -- About the Authors -- About the Reviewer -- Preface -- What this book covers -- What you need for this book -- Who this book is for -- Conventions -- Reader feedback -- Customer support -- Errata -- Piracy -- Questions -- 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 -- 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.

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 -- 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 -- 5. Extending The Business Role of Your SugarCRM System -- Resetting the database -- Marketing campaigns -- Targets, leads and contacts -- Creating an e-mail template -- Adding targets to the campaign -- The mass e-mailing queue -- Campaign metrics -- Summary -- 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 -- 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 -- 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 -- A. Installing SugarCRM on Linux -- Basic CentOS Linux installation -- Configure the CentOS Linux installation -- Configuring PHP -- Installing SugarCRM Community Edition -- 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 -- 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 -- 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 -- 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 -- F. A Word About SugarCRM 6.0 -- What does SugarCRM 6.0 include? -- Should I use SugarCRM 6.0? -- Index.