Implementing SugarCRM : A Step-by-step Guide to Using This Powerful Open Source Application in Your Business

Intro -- Implementing SugarCRM -- Table of Contents -- Implementing SugarCRM -- Credits -- About the Author -- About the Reviewer -- Preface -- What This Book Covers -- Conventions -- Reader Feedback -- Customer Support -- Downloading the Example Code for the Book -- Errata -- Questions -- 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 -- 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 -- 3. CRM Deployment Options: Which One Is Right for You? -- Deployment Alternatives -- Server Issues for Self-Hosted and Collocated Deployments.