Implementing SugarCRM 5.x电子书

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