Most of this book deals with the issue of helping you identify and implement a CRM that is suitable for your business. However, neither SugarCRM nor indeed any truly effective CRM deals only with that narrowly defined set of topics that originally constituted a CRM system.
From product catalogs, quotes, and invoices to service contract management, and from email marketing campaigns to project management and resource tracking, extending your CRM into a customer‑centric business management system is gaining increasing recognition as an appropriate and effective technique for small and medium businesses. (Note that a lot of what follows becomes less relevant for organizations whose size exceeds 200 employees. Larger organizations tend to need integrated solutions based around Enterprise Resource Planning (ERP) tools, which can resemble aspects of a CRM, but are significantly more detailed and simply more appropriate to larger scale organizations.)
At its...