You are previewing vtiger CRM.
O'Reilly logo
vtiger CRM

Book Description

Take the Customer Relations Management of your small or medium business to new levels with this comprehensive guide to vtiger CRM. Covers all the great features of this free software, from the basics to more advanced techniques.

  • Take control of your sales operations and customer relationships

  • Make your sales team more productive and cohesive

  • Organize sales processes better and automate them

  • Create a custom interface specific to your business and empower your sales and customer service staff

  • In Detail

    vtiger CRM is free, full-featured, 100% Open Source CRM software ideal for small and medium businesses, with low-cost product support available to production users. It is used widely in dozens of countries with localization available in over 15 languages. If you want to manage your customer relationships successfully using one of the most dynamic CRM systems that is truly open source then this is the right book for you.

    vtiger CRM Beginner's Guide will show you how to unlock the power of the Open Source vtiger CRM system, to reorganize your sales processes and manage customer relationships better. It explains the basics of a CRM, going on to explain how to create a CRM using vtiger, adding extensions, plug-ins, and theming.

    This book will teach you how to organize and streamline sales processes and customer service processes and to automate routine business processes to save valuable time. With it you can empower your sales force and start increasing sales. You can get more visibility to sales performance through centralized activity management and reporting. You will understand how vtiger receives data from external systems through its API and how you can use that API to get data into vtiger. You will discover how vtiger provides many extensibility and customization features to enable your CRM solution to meet the needs of your business and how use them correctly.

    A step-by-step guide to using vtiger CRM to streamline your organization's customer relationship management processes.

    Table of Contents

    1. vtiger CRM
      1. vtiger CRM
      2. Credits
      3. About the Author
      4. About the Reviewers
      5. www.PacktPub.com
        1. Support files, eBooks, discount offers, and more
          1. Why Subscribe?
          2. Free Access for Packt account holders
      6. Preface
        1. What this book covers
        2. What you need for this book
        3. Who this book is for
        4. Conventions
        5. Time for action - heading
          1. What just happened?
          2. Pop quiz - heading
          3. Have a go hero - heading
        6. Reader feedback
        7. Customer support
          1. Downloading the example code for this book
          2. Errata
          3. Piracy
          4. Questions
      7. 1. Hello Kitty — What is vtiger CRM?
        1. The history of vtiger CRM
        2. The technical components of vtiger CRM
          1. Apache
          2. PHP
          3. MySQL
          4. Smarty
          5. CSS
        3. vtiger's core feature set
          1. Sales and marketing features
          2. Activity management
          3. Customer service/support
            1. E-mail management
            2. Ticket management
            3. Reporting
            4. Document management
          4. Pop quiz — What is vtiger CRM?
        4. Summary
      8. 2. Unleashing the Beast — Installing vtiger
        1. Installation on Windows
          1. System requirements
          2. Installation prerequisites
          3. Using the Windows installer
        2. Time for action - Windows installation with the installer
          1. What just happened?
          2. Installing vtiger on Windows from source
            1. System requirements
        3. Time for action - Windows installation from source
          1. What just happened?
          2. Installation on a Windows-based cloud server or dedicated server
        4. Installation on Linux
          1. System requirements
          2. Installing vtiger CRM on Ubuntu Linux 10.04 LTS from source
        5. Time for action - installing vtiger on Linux (Ubuntu 10.04 LTS)
          1. What just happened?
          2. Using the Configuration Wizard
        6. Time for action - configuring vtiger with the Configuration Wizard
          1. What just happened?
          2. Pop quiz - Installing vtiger CRM
        7. Summary
      9. 3. And the Claws Come Out — Getting Started with vtiger
        1. Entering company data
        2. Time for action - entering company data
          1. What just happened?
        3. Importing customer data
        4. Time for action - importing customer data
          1. What just happened?
        5. Creating users
          1. An overview of the user model
            1. Profiles
            2. Roles
            3. Users
        6. Setting up our team in vtiger
        7. Time for action - setting up user permissions for the CEO
          1. What just happened?
        8. Time for action - setting up user permissions for the sales manager
          1. What just happened?
        9. Time for action - setting up user permissions for a sales representative
          1. What just happened?
        10. Time for action - setting up user permissions for our support guy
          1. What just happened?
          2. Have a go hero
          3. Pop quiz
        11. Configuring e-mail
        12. Time for action - setting up outgoing e-mail
          1. What just happened?
        13. Time for action - setting up the mail client
          1. What just happened?
        14. Configuring vtiger backup
        15. Time for action - setting up vtiger backups
          1. What just happened?
        16. Summary
      10. 4. Leashing the Beast — Using vtiger
        1. How to use vtiger's interface to your advantage
          1. Home page dashboard
        2. Time for action - how to configure the home page dashboard
          1. What just happened?
          2. How to use Quick Create
        3. Time for action - using Quick Create
          1. What just happened?
          2. Using the shortcut icons
          3. Using vtiger's main detail view
          4. Using actions
        4. Time for action - using actions to convert a lead
          1. What just happened?
        5. Managing lists
          1. The list view
            1. Navigating results
            2. How many results are displayed?
            3. Using Mass Edit
        6. Time for action - using Mass Edit to assign leads
          1. What just happened?
        7. Using filters
        8. Time for action - creating a custom filter
          1. What just happened?
        9. Cross-linking CRM data
        10. Storing documents
        11. Time for action - attaching an existing document to a lead
          1. What just happened?
        12. Tracking customer communication via e-mail
        13. Time for action - sending and tracking an e-mail for a lead
          1. What just happened?
        14. Summary
      11. 5. House Training your Secret Weapon — vtiger CRM and your Business
        1. What is a module?
        2. Using the module manager
          1. Enabling and disabling modules
          2. Installing a custom module
        3. Time for action - installing the PDF configurator module
          1. What just happened?
          2. Creating custom fields
        4. Time for action - creating custom fields
          1. What just happened?
          2. Have a go hero
          3. Creating custom drop-down menus
        5. Time for action - creating a custom pick list (Drop-down menu)
          1. What just happened?
          2. Custom calculated fields
        6. Time for action - creating a custom calculated field
          1. What just happened?
          2. Changing the layout of the fields
            1. Blocks
            2. Related Lists
        7. Time for action - changing the Layout
          1. What just happened?
        8. Summary
      12. 6. Business Processes―They're G-r-r-r-reat!
        1. Mapping custom fields
        2. Time for action - mapping custom fields
          1. What just happened?
        3. What is a workflow?
        4. How to create a workflow in vtiger CRM
        5. Time for action - setting up the workflow module with a third-party
          1. What just happened?
        6. Time for action - setting up the workflow module in Windows
          1. What just happened?
        7. Time for action - setting up the workflow module in Linux
          1. What just happened?
        8. Creating a workflow
        9. Time for action - creating a workflow: thank you note
          1. What just happened?
        10. Time for action - creating a workflow: Introductory call reminder
          1. What just happened?
        11. Advanced workflow
        12. Time for action - creating a conditional workflow
          1. What just happened?
          2. Using custom code in a workflow
        13. Summary
      13. 7. Super Tiger―Using vtiger Extensions
        1. The vtiger CRM extension community
        2. Installing extensions
        3. Time for action - downloading and installing a vtiger extension
          1. What just happened?
          2. Have a go hero
        4. Some useful vtiger CRM extensions
          1. Language packs
          2. vtiger CRM outlook plugin
          3. Vtiger Thunderbird extension
          4. PDF Configurator and settings
          5. JoomTiger
          6. Drupal module for vtiger webforms
        5. Summary
      14. 8. Facing the Tiger — vtiger Theming
        1. vtiger CRM theme elements
          1. Taking a peak behind the scenes
        2. How to create a custom theme
        3. Time for action - creating a custom theme
          1. What just happened?
          2. Pop quiz - Creating a custom theme
          3. Have a go hero - Make it your own
          4. Customizing the lead detail interface
          5. Time for action - changing the look and feel of the lead detail page
            1. What just happened?
            2. Have a go hero - Keep changing the CSS
        4. Summary
      15. 9. Kitty, Play Nice! — Integrating vtiger
        1. The vtiger CRM API
          1. What does the API do?
          2. What is the benefit of the API?
          3. Sending a lead into vtiger CRM from your website
        2. Time for action - configuring the Webforms plugin
          1. What just happened?
          2. How to set up a webform on your website
        3. Time for action - setting up a lead form on your website
          1. What just happened?
        4. How to use custom fields in a webform
        5. Time for action - using custom fields in a webform
          1. What just happened?
        6. Summary
      16. 10. From Cub to King — Growing with vtiger
        1. Important preliminary points
        2. What is vtlib?
        3. Creating a custom module
        4. Time for action - setting up debugging
          1. What just happened?
        5. Time for action - creating a custom module in vtiger
          1. What just happened?
          2. We created the Locations module
          3. We added basic fields and the potential for custom fields
          4. We added the ability to associate multiple contacts
          5. The locations module benefits from the entire vtiger framework
          6. Pop quiz - Creating a custom module
          7. Have a go hero - Doing more with custom modules
        6. Modifying your custom module further
        7. Time for action - modifying your Locations module
          1. What just happened?
          2. Potentials
          3. Accounts
          4. Locations
          5. Pop quiz - Related fields in existing modules
          6. Have a go hero - Create your own custom module
        8. Managing you vtiger code over the long term
        9. Subversion and Git
          1. Using the cloud to support vtiger
          2. Hosting vtiger CRM in the cloud
          3. Hosting your vtiger CRM system code in the cloud
        10. Summary
      17. A. King of the Jungle — The Key to CRM Success
        1. The "what" of CRM
        2. The "how" of CRM
        3. How to do the how
          1. Set the example
          2. Train and mentor users
          3. Get management to participate
        4. Creating a CRM strategy
          1. Build your team
          2. Identify the business problem
          3. Identify IT requirements
          4. Set attainable goals
          5. Phase the roll-out
        5. Summary
      18. B. Pop quiz - Answers
        1. Chapter 1, Hello Kitty — What is vtiger CRM?
        2. Chapter 2, Unleashing the Beast — Installing vtiger
        3. Chapter 3, And the Claws Come Out — Getting Started with vtiger
        4. Chapter 8, Facing the Tiger — vtiger Theming
        5. Chapter 10, From Cub to King — Growing with vtiger
          1. Creating a Custom Module
          2. Related fields in existing modules