SugarCRM Keeps You Closer to Your Customers

In trying economic times, it's critical to keep your business in close contact with customers, so you can capture otherwise elusive revenue opportunities. Customer relationship management (CRM) applications such as SugarCRM help ensure that your sales stay on track.

Like most CRM apps, SugarCRM tracks your contacts, appointments, and sales opportunities. On top of that, however, it offers better-than-average graphs that let you check your progress in meeting sales quotas. You can easily modify the app's terminology, as well as its look and feel, until it's just right for your business.

Though its CRM capabilities are more robust than those of Microsoft Outlook or Sage's venerable Act contact manager, it doesn't provide all the integrated financial capabilities (such as tie-ins to invoicing) that you get in an online service such as NetSuite.

I looked at the hosted version of SugarCRM, which offers accounts that are reasonably priced for a small business, starting as low as $40 per user, per month. SugarCRM is also available as packaged software--including a free open-source edition--that you can install on your own server.

Using SugarCRM

SugarCRM's flexibility is particularly sweet. You can change the look of the app, making relatively small modifications (such as a font color) or giving it a major overhaul by selecting a theme that revamps both its appearance and navigation. You can decide which components, called "dashlets," you wish to display. You can also change the names of assorted fields to customize them for your business.

The user panel is thoughtfully laid out, with tabs that direct you to a dashboard with charts, a calendar, contacts, sales opportunities, marketing campaigns, sales leads, and more.

The key component in any CRM app is the way it allows you to track customer interest in your company's goods and services. This is where SugarCRM shines, as it lets you monitor progress from the initial lead. You can track the potential sales and likelihood of a deal, with best, likely, and worst-case scenarios that you specify.

SugarCRM Integration

If you're like most businesspeople, you already track your contacts in your PC and have no desire to reenter all that information. SugarCRM can import contact data from popular programs such as Outlook, Act, and the online CRM service Salesforce.com.

Autosync with Outlook is also supported, permitting you to modify your contacts and calendar appointments in either SugarCRM or Outlook and transfer the changes to the other application.

Plug-ins for Microsoft Word and Excel (the latter currently in beta testing) let you use Word templates and Excel spreadsheets to prepare special reports and analyze data to your heart's content.

Which SugarCRM Is Best?

SugarCRM is available in both hosted and on-site options. The hosted editions are Professional On-Demand ($480 per user, per year) and Enterprise On-Demand ($900 per user, per year). Professional includes most of what a small business requires in CRM. Enterprise adds advanced capabilities such as offline client synchronization, more-sophisticated reporting, and support for the Oracle database.

On-site options that you can install on your own server (which I didn't review) include both Enterprise ($449 per user, per year) and Professional ($275 per user, per year), along with the free Community edition. All editions other than Community require a five-user minimum order.

If you're seeking more customer contact tracking capabilities than Microsoft Outlook provides, SugarCRM could deliver what you need. The no-cost Community edition lets you try it out risk-free.

Source:- pcworld.com/

SugarCRM wants to be the Linux of the CRM world

SugarCRM seems to be doing quite well, at least well enough to rankle its larger competitor Salesforce. John Roberts, the CEO of SugarCRM says Marc Benioff, the CEO of Salesforce wasn’t too pleased when he found out SugarCRM was hosting its user conference at the Marriott, just a few yards from the Salesforce Dreamforce conference at the Moscone Center in downtown San Francisco.

“When Marc Benioff found out we were at the Marriott he pressured the hotel to move us out. That’s how we ended up here at the St. Regis, and Marriott is paying for it.” The move might have backfired for Salesforce because the St. Regis is a lot nicer than the Marriott and just as close to the Moscone.

The reason SugarCRM might be irking Mr Benioff is that it’s growing very fast. “We now have more than four thousand customers, and more than half-a-million users, in 80 languages. That’s in just four years.”

While Mr Roberts credits Marc Benioff with educating the market about the benefits of software as a service, he says SugarCRM is winning business because there isn’t any customer lock-in as there is with Salesforce and its proprietary behavior. For example, application developers for the Salesforce Force.com platform have to use a programming language called Apex.

“What is the point of Apex? We built SugarCRM in PHP and we use Internet standard technologies. We are open source, our technologies are owned by the Internet. We view ourselves as the Linux of the CRM world.”

Much of the demand for SugarCRM comes from word of mouth, says Mr Roberts. “I don’t have to have a big sales force that needs to travel all over the place.” Daily downloads average 5,000 per day and recently exceeded 5 million total. Site licenses are $449 per user or customers can choose to the on-demand version for just $40 per month.

“The Internet has totally changed the software industry. We allow our customers to try before they buy.”

SugarCRM is home grown and developed in Cupertino from scratch. “We don’t off-shore development. I don’t believe that you can build innovative software that way,” Mr Roberts says.

The company has strong growth and money in the bank. “We raised $20m last year but we haven’t had to touch it. We were planning an IPO in 2008 and we needed to show we had $20m in cash.”

Mr Roberts says the company might have to wait until 2010 before it can IPO. SugarCRM was hoping that MySQL would be the first commercial open source company to have a successful IPO. But MySQL abandoned its IPO plans and agreed to be acquired by Sun Microsystems for $1bn at the beginning of this year. Now SugarCRM could become the first commercial open source public company.

Until the IPO market reopens, Mr Roberts isn’t twiddling his thumbs. “There are five million businesses in the US, and only 10 per cent of them have CRM, the rest are using spreadsheets. That’s a huge opportunity for us.”

Source:- blogs.zdnet.com/

The sweet logic behind SugarCRM’s Tracker feature

All it took was one new feature to see that SugerCRM has a handle on the future of enterprise business applications.

The company this week launched version 5.1 of its flagship open source customer relationship management system. This includes Tracker, which allows IT managers to review who in a company is actually making use of the product, and what specific features they are using most often. This information can be compiled statistically and presented to senior management so that the strategy, or perhaps the training, surrounding the technology can be fine-tuned.

It’s possible there are many other software platforms which have this kind of capability, but no vendor I know of has really bragged about it. Instead, they invest millions in marketing fancy extras to already-functional products that get ignored. A cynic might suggest this happens on purpose, because by not paying to new features users tend to have difficulty adjusting to system upgrades, which leads to more help desk issues, which leads (in many cases) to additional revenue to the vendor through support services.

If companies really see their employees as “assets,” however, it makes sense to provide the same kind of monitoring that you would to your inventory or the performance of your corporate network. Not only would such information make it easier to evaluate the return on your IT investments, it would possibly provide a useful guide to likely adoption of future applications, whether packaged or custom-built.

Although we’re talking about CRM here, the idea of monitoring usage is really like providing business intelligence about your internal software business. We all have such businesses, whether we are in the banking or grocery sectors. What it may not offer is the necessary analytics. SugerCRM might be able tell you how many salespeople pressed a particular button, but it might be harder to figure out why they bypassed others.

This brings up the question of who should be in charge of looking at this data and acting on it. Although IT would probably be interested, this is an example of where it might make more sense for the business owner of a particular department or process powered by an application – in this case, the director of sales – to take responsibility for studying usage patterns. Of course, in the end, sales people should be spending their time selling, not redesigning software, but only actual users will have the day-to-day understanding of what influences on-the-job behaviours.

We tend to say a software deployment is successful if no one complained about it, and provided it functions as it should. Forgotten features, however, can be as debilitating to achieving business objectives as any bugs. I really hope we’ll start to see more features like SugerCRM Tracker. If you’re not actively tracking, you’re losing track.

source:- blogs.itworldcanada.com/

The sweet logic behind SugarCRM’s Tracker feature

All it took was one new feature to see that SugerCRM has a handle on the future of enterprise business applications.

The company this week launched version 5.1 of its flagship open source customer relationship management system. This includes Tracker, which allows IT managers to review who in a company is actually making use of the product, and what specific features they are using most often. This information can be compiled statistically and presented to senior management so that the strategy, or perhaps the training, surrounding the technology can be fine-tuned.

It’s possible there are many other software platforms which have this kind of capability, but no vendor I know of has really bragged about it. Instead, they invest millions in marketing fancy extras to already-functional products that get ignored. A cynic might suggest this happens on purpose, because by not paying to new features users tend to have difficulty adjusting to system upgrades, which leads to more help desk issues, which leads (in many cases) to additional revenue to the vendor through support services.

If companies really see their employees as “assets,” however, it makes sense to provide the same kind of monitoring that you would to your inventory or the performance of your corporate network. Not only would such information make it easier to evaluate the return on your IT investments, it would possibly provide a useful guide to likely adoption of future applications, whether packaged or custom-built.

Although we’re talking about CRM here, the idea of monitoring usage is really like providing business intelligence about your internal software business. We all have such businesses, whether we are in the banking or grocery sectors. What it may not offer is the necessary analytics. SugerCRM might be able tell you how many salespeople pressed a particular button, but it might be harder to figure out why they bypassed others.

This brings up the question of who should be in charge of looking at this data and acting on it. Although IT would probably be interested, this is an example of where it might make more sense for the business owner of a particular department or process powered by an application – in this case, the director of sales – to take responsibility for studying usage patterns. Of course, in the end, sales people should be spending their time selling, not redesigning software, but only actual users will have the day-to-day understanding of what influences on-the-job behaviours.

We tend to say a software deployment is successful if no one complained about it, and provided it functions as it should. Forgotten features, however, can be as debilitating to achieving business objectives as any bugs. I really hope we’ll start to see more features like SugerCRM Tracker. If you’re not actively tracking, you’re losing track.

source:- blogs.itworldcanada.com/