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探索开源CRM之王:SugarCRM深度指南
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更新于2024-07-18
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《糖晶CRM权威指南》是一本由John Mertic撰写的实战指南,专注于介绍开源CRM平台SugarCRM。作者在加入SugarCRM后,发现该应用的灵活性和可扩展性远超他之前开发的企业内部业务应用。传统的CRM市场充斥着昂贵、实施复杂且定制困难的专有解决方案,而SugarCRM以其成本效益高、易于定制和用户友好性脱颖而出。 本书旨在揭示SugarCRM的强大之处,特别是它如何解决了传统CRM系统在满足企业客户关系管理需求上的不足。CRM的核心并非定义明确的功能清单,而是针对企业的个性化问题提供解决方案,如跟踪会议、电话记录、项目进度管理、支持案例和产品缺陷管理等。由于每个企业的需求独特,CRM的应用范围也随之变化,SugarCRM通过其开源特性,使得企业能够轻松地根据自身需求进行定制,而不必受限于封闭系统的局限。 作者John Mertic强调,SugarCRM的设计理念是创建一个用户不会讨厌的CRM,这是其创始人在开发之初就设定的首要目标。本书不仅提供技术深入的剖析,还包含了实践经验,帮助读者更好地理解和利用SugarCRM来优化企业的业务流程,提高客户满意度,降低实施和维护成本。 此外,书中还包括了由Steve Anglin担任主编辑,由多位技术评审员和编辑团队成员合作完成的内容,确保了专业性和实用性。版权信息和出版细节也表明,这是一本严谨的出版物,旨在为想要了解和使用SugarCRM的专业人士提供全面的参考资源。 《糖晶CRM权威指南》是一本实用的指南,对于寻求开放源码CRM解决方案的企业和开发者来说,它是一份不可多得的宝典,可以帮助他们更有效地管理和优化与客户的互动,提升业务效率。
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P A R T 1
■ ■ ■
The SugarCRM Platform
In this first part of the book, you’ll learn all about SugarCRM; from the company and
community to the various features of the platform. You’ll see in depth how the MVC
and metadata frameworks drive the core of the application. You’ll also see how you
can integrate SugarCRM with various other applications using the feature rich web
services platform, and learn about many other features the Sugar platform offers the
user and the developer.
C H A P T E R 1
■ ■ ■
3
What Is SugarCRM?
SugarCRM is a commercial open source company. It’s not often that “commercial”
and “open source” go together. When we think of commercial software we think
proprietary, closed-source software. On the flipside, when we think of open source
software, we think of free or “libre” software that is community driven and
community oriented. SugarCRM is unique in that it breaks the expectation of how
commercial software works, leveraging the best of how open-source software is
designed and built to create a product that is focused on the end-users and
developers, creating a positive experience for both groups. But it also has the
advantages of a commercial company, which includes world-class support,
comprehensive end-user training, and end-to-end quality assurance testing to
ensure high product stability.
Let’s look at SugarCRM from a few different perspectives: as a company, product,
and community.
The Company
SugarCRM was founded in 2004 as an open source project on SourceForge,
http://www.sourceforge.net, one of the Internet’s largest open source development
sites. SugarCRM’s three founders, John Roberts, Clint Oram, and Jacob Taylor, had a
combined experience of over 50 years building proprietary Customer Relationship
Management (CRM) applications for Silicon Valley companies. They had grown
frustrated with the lack of innovation in CRM and the high failure rates of proprietary
CRM applications. SugarCRM’s founders took an unusual approach in building a
CRM solution. Rather than write the code in secret and keep the product proprietary,
the founders released the code with an open source license and allowed for any
interested party to download, modify, and redistribute SugarCRM.
CHAPTER 1 ■ WHAT IS SUGARCRM
4
In just a few months, the application was downloaded 50,000 times and translated
into ten languages. In November 2004, the Sugar Open Source Project was selected as
Project of the Month by SourceForge.net. The popularity of the application allowed
SugarCRM founders to incorporate a business around the open source project and
receive $2 million in venture capital funding from Draper Fisher Jurvetson, a leading
Silicon Valley venture capital firm.
Rapid Growth—Harnessing Open Source and SaaS
The popularity of SugarCRM on SourceForge and an infusion of capital from Silicon
Valley investors allowed the company to begin expanding. SugarCRM established a
headquarters in Cupertino, CA and began building out its engineering team. In early
2005, SugarCRM introduced Sugar On-Demand, which is a “Software-as-a-Service”
(software is provided for a user via a hosting service) that allows customers to use
Sugar without installing software on premise.
The adoption of an Open Source and On-Demand product offering positioned
SugarCRM at the nexus of two major technology waves. The first—On-Demand—
promotes more flexibility and control over how the application is installed,
customized, and used. The second—On-Demand—gives users the ability to use CRM
software without having technical expertise in-house.
SugarCRM’s innovation in the marketplace was to champion both approaches.
Previously, companies had offered On-Site or On-Demand, rarely both. In all cases,
the code was kept proprietary which means it was very difficult for customers to
understand what they were purchasing, and nearly impossible to modify the code
without large investments in professional services and long project timelines.
The Product
Customer Relationship Management is a well-established industry that has evolved
over the past two decades. Simply put, CRM is about using information technology to
gain a better understanding of customers and deliver a differentiated customer
experience across the entire relationship. Think of it as turning your customers inside
out, giving businesses a tool to learn what their history is, buying trends are, and
interactions have been, allowing you to use this knowledge to plan ahead for your
interactions with them. CRM suites, such as SugarCRM, provide tools to all customer-
facing employees—marketing, sales, customer support—as well as provide
collaboration tools to ease communications and reporting functionality, so managers
can understand what is happening in their business. CRM suites also provide
administration tools to manage users, information flow, customizations, and other
“behind-the-scenes” operations of the CRM system.
CHAPTER 1 ■ WHAT IS SUGARCRM
5
SugarCRM began as a sales force automation tool and quickly expanded to
include marketing automation functionality and customer support, as well as
collaboration and reporting across all parts of the application. It is a web-based
application written mostly in the PHP programming language, supporting version
5.2.1 and greater as of SugarCRM version 5.5.0, as well as using the latest javascript
and flash techniques to enhance the user experience. It supports running on the
MySQL, Microsoft SQL Server, and Oracle database servers (Oracle is only supported
in the Enterprise Edition) as well as deployments on Windows, Linux, Mac OS X, and
Solaris. Being a browser-based application, it allows the end-users to use either
Internet Explorer, Mozilla Firefox, or Apple’s Safari browser.
SugarCRM comes in three product editions: Sugar Community Edition contains
core CRM functionality designed for small businesses. Sugar Professional contains
additional functionality to manage the needs of small-and-medium-sized business.
Sugar Enterprise contains the CRM features and support for large enterprises. The
following discusses each edition in detail:
• Sugar Community Edition: A Free Open Source Software (FOSS)
licensed under the GNU General Public License Version 3 (GPLv3),
the newest and one of the many prevalent open source licenses in
the software world. Sugar Community Edition is available for free
download at SugarCRM’s development environment at
http://www.sugarforge.org. Customers are free to download,
modify, and use Sugar Community Edition without restriction.
• Sugar Professional: SugarCRM’s flagship product, targeted at small
and medium-sized businesses. It contains additional functionality,
such as team management, access control, reporting, and wireless
device access. It is offered under a commercial license. Sugar
Professional is offered under an annual subscription.
• Sugar Enterprise: Contains enterprise-grade functionality for large
enterprises. It adds additional features that most large scale
deployments require, such as Oracle database support and
Advanced SQL reporting. It is also commercially licensed and
offered under an annual subscription, just like Sugar Professional.
Figure 1-1 provides a graphical outline of what is included with the various
editions of SugarCRM.
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