Implementing SugarCRM 5.x

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1 Implementing SugarCRM 5.x Install, configure, and administer a robust Customer Relationship Management system using SugarCRM Angel Magana Michael Whitehead [nan/ I, ;t ; ii»... PUBLISHING 1 " open source 3 community experience distilled BIRMINGHAM - MUMBAI

2 Preface 1 Chapter 1: Doing Business Better 7 Small and medium-size businesses: The good, the bad, and the ugly 8 Typical small business needs 10 The business benefits of CRM technology 12 What is Customer Relationship Management? 12 CRM customization 15 What will a CRM do for my business? 17 What are my CRM options? 19 Deployment options 20 What is SugarCRM? 21 Why choose SugarCRM? 22 How will this book help me tailor SugarCRM to my business? 24 Our case study: RayDoc Carpets, Doors, and Windows 25 Our hero: Doc 26 What does the future hold for RayDoc? 26 Summary 27 Chapter 2: One Size Does Not Fit All CRM Your Way 29 Identifying the CRM needs of your business 30 Which business activities will be a part of your CRM? 31 Account and contact management 33 Lead and opportunity management 33 Sales Force Automation (SFA) 36 Sales analytics 37 Customer service and contracts 39 Knowledge management 40 Activity management 40 management 41

3 Marketing automation 41 Employee directory 42 Interface consolidation 42 Document management 43 Reporting and analytics 43 Business models and their specific requirements 44 B2B or B2C? 44 Products or Services? 45 Average transaction value, sales cycle, and the recurring business model 46 Business location 46 Size does matter: Two or two hundred? 48 International needs 49 How do I make shrink-wrapped software suit my business? 51 Customer-centric business management 53 Planning your installation 53 Your CRM data hub 54 Requirement analysis 56 RayDoc CRM requirements 56 Your CRM requirements worksheet 58 Summary 60 Chapter 3: CRM Deployment Options 61 Deployment alternatives 62 Choosing a server operating system 66 Specifying your server hardware 68 Web-based application platforms 72 Backup and security considerations 74 Server security 75 Emergencies and natural disasters 76 Bandwidth capacity and reliability considerations 76 Performing the installation 79 Summary 79 Chapter 4: SugarCRM Basics 81 CRM processes and terminology 81 Accessing the SugarCRM system 82 A quick tour of SugarCRM 84 Themes 85 SugarCRM basics: Data relationships 86

4 SugarCRM navigation: Accounts and contacts 87 List and detail view screens 88 Main panel and subpanels 90 Edit view screens 92 Data relationships and searching 94 SugarCRM basics: Security 95 The sales pipeline: Leads and opportunities 96 Aggregating opportunities: The sales pipeline 101 The dashboard 103 Calendaring 109 Sales activities 113 Creating a note 116 Creating a task 116 Scheduling a call or meeting 117 Managing s 118 templates 120 Advanced user-interface features 121 Printing information 121 Getting help 122 Exporting information 122 Mass operations 123 Input business card 123 Create from vcard 124 Quick new item 125 Summary 125 Chapter 5: Extending The Business Role of Your SugarCRM System 127 Resetting the database 127 Marketing campaigns 128 Targets, leads and contacts 129 Creating an template 134 Adding targets to the campaign 136 The mass ing queue 137 Campaign metrics 139 Summary 140 Chapter 6: The SugarCRM Ecosystem 141 SugarCRM Community Edition 144 SugarForge.org and SugarExchange.com 144 Module loader 145

5 Enhanced search 147 Google connectors 149 Microsoft Outlook connector 151 Microsoft Office integration 157 ZuckerReports 159 Development toolkit and enhanced studio 163 Open quotes and contracts 164 VeryThinClient 164 Security suite 165 SugarCRM Professional/Enterprise Editions 165 Product catalog and products module 166 Product catalog 167 Products module 168 Quotes module 168 Forecasting 170 Standard and custom reporting 172 User teams 175 Enhanced role management: Field level access 175 Participating in the SugarCRM online community 176 SugarCRM user forums 176 Summary 177 Chapter 7: Managing Your CRM Implementation 179 Key steps to a successful CRM implementation 180 Planning the implementation 181 Some common pitfalls 183 It takes a team to win 184 Setting project goals and specifications 186 Selecting a CRM development partner 186 System development 188 Data import 189 Pilot testing 190 The CRM training process 190 Session 1: Initial management training and product exposure 191 Goals: 191 Attendees: 191 Next steps: 191 Session 2: Management training completion and issue management 192 Goals: 192 Attendees: 192 Next steps: 192

6 Tabic of Contents Session 3: Present final system adjustments (optional) 193 Goals: 193 Attendees: 193 Next steps: 193 Session 4: General user training session 193 Goals: 193 Attendees: 194 Next steps: 194 Session 5: Training completion (optional) 194 Goals: 194 Attendees: 194 Next steps: 195 CRM training materials 195 Slide 1: What is a CRM system? 196 Slide 2: What are our business goals? 196 Slide 3: What functional areas of CRM will we use the most? 196 Slide 4: What is SugarCRM? 197 Slide 5: CRM basics 1 system access, screen layout, navigation 197 Slide 6: CRM basics 2 accounts and contacts 197 Slide 7: CRM basics 3 opportunities and the sales pipeline, home tab 198 Slide 8: CRM basics 4 calendaring 198 Slide 9: CRM basics 5 activities (calls, meetings, tasks, notes) 198 Slide 10: CRM basics Slide 11: CRM basics 7 advanced interface features 199 Slide 12: Extending CRM 1 RSS news and external sites 199 Slide 13: Extending CRM 2 marketing campaigns 199 Slide 14: Extending CRM 3 document management 200 Slide 15: Extending CRM 4 project management 200 Slide 16: Extending CRM 5 customer service management 200 Slide 17: Extending CRM 6 always in touch 200 Slide 18: Extending CRM 7 reaching out 201 Going live: Stepwise introduction 201 Continuous feedback and enhancement 202 Summary 203 Chapter 8: Linking Your Customers to Your SugarCRM 205 Capturing leads from your website 206 Customer self-service portals 211 Self-service portal configuration 212 Installing Joomla! 213 Installing the SugarCRM portal component for Joomla! 214

7 Table of Contents Creating a new Joomla! user Using your new self-service portal Summary Appendix A: Installing SugarCRM on Linux Basic CentOS Linux installation Configure the CentOS Linux installation Configuring PHP Installing SugarCRM Community Edition 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 270 Pre-import analysis 271 Import accounts 272 Import contacts 275 Importing leads and opportunities 276 Updating records 276 Exporting information 279 Export contacts from your current contact manager 280 Other options 281 Appendix D: The System Administrator Role 283 System administration duties 284 Who should be the system administrator? 285 Should more than one user be given system admin capability? 286 Administration duties at system installation time 286 Configuring system settings 287 Defining currencies and rates 289 Defining security roles 289 Configuring system tabs

8 Configuring tab groups 291 Adding system users 291 Password management 292 Using Studio 293 Defining system 294 Recurring administration duties 295 User management 296 Resetting passwords 296 General maintenance 296 Checking for updates to SugarCRM 297 System backups 297 Data backups 298 Checking available storage 299 Using the Upgrade Wizard 300 Using the module loader 301 Appendix E: Customizing SugarCRM 305 Making changes to SugarCRM modules 306 Non-upgrade safe and upgrade safe 306 Customization Studio 307 Dropdown Editor 311 Logic hooks 314 Model-View-Controller (MVC) 316 Module Builder 318 Integration using SOAP and REST API 319 Appendix F: A Word About SugarCRM What does SugarCRM 6.0 include? 321 Should I use SugarCRM 6.0? 322 Index 325

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