Open Source CRM Learning Guide |
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| 10 Dec 2006 | SearchCRM.com Editorial Staff |
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In this Open Source CRM Learning Guide, you'll find resources to help you better understand and leverage open source CRM as it applies to your own CRM strategy. Start with an introduction including information on the open source CRM software market by open source expert Bernard Golden. Then read the latest news about open source products and find out where vendors fit in within the open source CRM software marketplace. Discover tips and expert advice on how to use open source software in your organization and read definitions for open source-related terms to help you better understand the innovations in open source technology. Get a list of the top vendors to help you evaluate which is the best open source CRM software for your organization. This guide is your best resource for getting up to speed quickly on the open source trend.
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Introduction from open source expert |  Table of Contents |
 One thing is certain: Customer relationship management (CRM) software is always evolving and improving. From its humble beginnings as stand-alone contact management software like ACT! and GoldMine, through enterprise packages like Siebel, up to today's latest wrinkle of hosted software from providers like SalesForce and NetSuite, CRM software has been in a constant state of flux.
Today a new breed of CRM software has come into view: open source. Offering the promise of lower costs, increased control, and user-oriented licensing terms, open source is becoming a mainstay of company IT infrastructures. Open source shifts the locus of control from vendor to user, enables users to modify products to their own liking, and allows flexibility of use. With open source, companies never hear the oft-feared statement: "Glad your rollout has been such a success. If your user population grows, we will of course require additional licensing fees."
On the other hand, questions remain about open source CRM. Open source has traditionally taken its place as part of the infrastructure; can it deliver business-oriented apps like CRM? Many times CRM is purchased and run by marketing or sales organizations rather than IT; is open source CRM software capable of being successfully implemented by line-of-business groups? And, of course, a company's relationship with its customers is critical and private; can such a secretive relationship operate with software that is open for inspection by anyone?
My own opinion about the foregoing questions is an unequivocal yes. Open source is marching up the software stack and will impact every part of a company's IT infrastructure, whether low or high. Open source CRM offers tremendous potential and you owe it to yourself to understand its potential and trajectory.
About Bernard
Bernard Golden is Chief Executive Officer of Navica, a consulting firm offering open source strategy, implementation, and training services. He is the author of Succeeding with Open Source (Addison-Wesley, 2005) as well as Open Source Best Practices. Contact him at bgolden@navicasoft.com.
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- Open source>Definition (Source: SearchEnterpriseLinux.com, powered by Whatis.com): Open source refers to any program whose source code is made available for use or modification as users or other developers see fit.
- Open source software>Definition (Source: SearchEnterpriseLinux.com, powered by Whatis.com): Open source software (OSS) refers to software that is developed, tested, or improved through public collaboration and distributed with the idea that the must be shared with others, ensuring an open future collaboration.
- Free Software Foundation>Definition (Source: SearchEnterpriseLinux.com, powered by Whatis.com): The Free Software Foundation (FSF) was founded in 1983 along with its demonstration GNU project to demonstrate that an entire operating system could be developed and shared freely.
- Linux>Definition (Source: SearchEnterpriseLinux.com, powered by Whatis.com): Linux is a Unix-like operating system that was designed to provide personal computer users a free or very low-cost operating system comparable to traditional and usually more expensive Unix systems.
- Unix>Definition (Source: SearchEnterpriseLinux.com, powered by Whatis.com): Unix (often spelled "UNIX," especially as an official trademark) is an operating system that originated at Bell Labs in 1969 as an interactive time-sharing system. Unix became the first open or standard operating system that could be improved or enhanced by anyone.
- Source code>Definition (Source: SearchWebServices.com, powered by Whatis.com): Source code and object code refer to the "before" and "after" versions of a computer program that is compiled before it is ready to run in a computer.
- Mozilla>Definition (Source: SearchWebServices.com, powered by Whatis.com): Mozilla was Netscape Communication's nickname for Navigator, its Web browser, and, more recently, the name of an open source public collaboration aimed at making improvements to Navigator.
- Client concerns: Open source software>Tip (Source: SearchSystemsChannel.com)
: Answers to open source questions that can help with an integration project. In our end-user FAQ series, we present the top 10 FAQs about open source software.
- Asking the right questions about SaaS and open source>Tip (Source: SearchSystemsChannel.com)
: Open source or SaaS? This tip discusses the differences between the two and offers perspective for VARs who are helping customers make a decision.
- Thoughts on open source CRM>Ask the Expert (Source: SearchCRM.com)
: Determine how open source meets your requirements. The price, access to source code, unique features and functions and ability to customize are all important considerations.
- Open source CRM vendors quiz>Quiz (Source: SearchCRM.com)
: Get open source savvy with this quiz, including information on open source technology and open source CRM vendors from SearchCRM.com.
- Contact centers opening to open source>Article (Source: SearchCRM.com, 1/24/07)
: While open source has made headway in the CRM market with sales force automation (SFA), it's taking longer to penetrate the contact center. That's slowly changing, particularly with outsourcers.
- Open source CRM hits milestone still trails SaaS>Article (Source: SearchCRM.com, 12/20/06)
: SugarCRM has reached the milestone of 1,000 paying customers, but open source CRM still hasn't seen as much success as some predicted.
- Open source and SMBs>Tip (Source: SearchCIO.com, 08/08/2006)
: SMBs are slowly learning about the advantages of open source. And the open source market is ready for them.
- CIOs and open source >Article (Source: SearchCIO.com, 08/01/06)
: CIOs are turning to emerging commercial open source vendors including CRM vendors like SugarCRM. They've got the goods, they're eager for your business and the price is right. But there are some risks.
- Open source CRM offers entry point >Article (Source: CFO.com, 07/24/06)
: Open source CRM offers a way to overhaul a spreadsheet-based system for less cost than a proprietary system. But experts caution that open source applications still lag in functionality.
- JasperSoft releases open source reporting for SugarCRM>Article (Source: TMCNet, 06/28/06)
: JasperSoft has released an open source reporting engine for the SugarCRM suite. The downloadable product offers pre-set reports on transactions and customer interactions.
- Open source business intelligence study reveals enterprise realities>Article (Source: SearchDataManagement.com, 06/01/2006)
: A study of open source business intelligence software users reveals growing adoption. Learn why developers choose open source for operational business intelligence and reporting.
- SugarCRM CEO Roberts On Microsoft and open source CRM>Article (Source: SearchOpenSource.com, 05/23/06)
: SugarCRM has taken on proprietary vendors with much success. Now CEO John Roberts believes the old guard systems are set to be surpassed permanently by open source.
- Accounting firm sweetens the deal with SugarCRM>Article (Source: SearchCRM.com, 12/20/05)
: BDO Seidman will deploy a limited functionality version of SugarCRM to up to 9,000 independent CPAs and consultants.
- Getting your hands dirty with open source ROI, TCO calculations>Article (Source: SearchEnterpriseLinux.com, 08/18/05)
: Calculating the true value of open source software means setting aside vendor and analyst hype and crunching the numbers yourself, according to one prominent LinuxWorld speaker.
- Open source CRM a convenient alternative>Article (Source: SearchCRM.com, 08/09/05)
: Open source CRM is catching on. Cost, customizability and convenience make the open source model a good fit for some CRM projects.
- John Roberts: Web services and CRM a marriage made by spin, part 2>Article (Source: SearchOpenSource.com, 06/01/05)
: CRM and Web services aren't a perfect couple, says John Roberts. Learn why proprietary vendors probably won't change their models in part two of this exclusive interview.
- SugarCEO: Why CRM fails part 1>Article (Source: SearchCRM.com, 06/17/05)
: SugarCRM CEO John Roberts explained why 80% of CRM projects fail and how to reverse the trend.
- Canadian firm scores with open source call center>Article (Source: SearchOpenSource.com, 06/01/05)
: Learn the financial benefits of open source call center technology in this case study of Aheeva Technologies.
- Is open source CRM right for you?>Article (Source: SearchCRM.com, 05/27/05)
Considering open source CRM? Learn the five most critical issues to review during the evaluation process.
- Open source bridges customer info gap>Article (Source: SearchOpenSource.com, 05/23/05)
: Learn how Athenahealth Inc. is reaping the benefits of open source CRM.
- Can open source CRM deliver on its promise?>>Article (Source: SearchCRM.com, 05/11/05)
: With many CRM components becoming commoditized, open source vendors have their work cut out for them in providing a viable alternative, analysts suggest.
- ROI calculations underestimate the value of open source software>Article (Source: SearchSystemsChannel.com, 11/21/06)
: ROI calculations underestimate the value of open source software, according to a recent report from the 451 Group.
- Open source IT management ready for prime time, says Hyperic CEO>Article (Source: SearchOpenSource.com, 11/07/06)
: Open source IT management software is ready for the enterprise. MySQL and Red Hat JBoss are integrating open source management APIs from Hyperic into their stacks.
- Open source CRM meets SaaS CRM>Article (Source: SearchCRM.com, 10/4/06)
: SugarCRM has released SugarExchange, a marketplace for open source-based applications that tie into SugarCRM. Meanwhile, JasperSoft has released a reporting tool on Salesforce.com's AppExchange.
- CRM experts, analysts predict 2006>Article (Source: SearchCRM.com, 01/04/06)
: CRM's most respected experts talk about the future of the CRM market, including open source CRM. Find out if your predictions match theirs.
- Is the time right for open source BI?>Article (Source: SearchDataManagement.com , 11/09/05)
: While business intelligence (BI) vendors and the open source community are preaching the merits of open source BI, analysts say that it remains in an early adopter stage.
- SugarCRM CEO Thank you, Larry Ellison>Article (Source: SearchOpenSource.com, 11/03/05)
: The CEO of open source software maker SugarCRM has a message for Oracle Corp.'s Larry Ellison.
- Linux, open source power call center for Katrina, Rita victims>Article (Source: SearchOpenSource.com, 09/23/05)
: Open source software is at the heart of a new call center that helps reunite families separated by natural disasters.
- Open source pros & cons>Article (Source: SearchOpenSource.com, 08/02/05)
: Waiting on open source applications has its pros and cons. Headliners at next week's LinuxWorld Conference & Expo will weigh in.
- Open source makes BI move>Article (Source: SearchCRM.com, 06/15/05)
: Open source business intelligence is increasing its market prescence with the announcement of Actuate's package of services, support, indemnification and maintenance to support BIRT.
- Open source takes on business apps giants>Article (Source: SearchOpenSource.com, 04/06/05)
: Open source business applications are just as good -- if not better than -- competing proprietary applications from vendors like Oracle, SAP and Siebel, according to the keynote speaker at International Data Corp.'s Open Source Business Conference.
Editors' note: This section is not meant to provide a comprehensive list of all the open source vendors. We've provided these vendors to give you a starting point from which to begin your research.
- Implementing SugarCRM>Chapter download (Written by Michael J.R. Whitehead; published by Packt Publishing)
: Learn CRM implementation tips and tools in this chapter from Implementing SugarCRM. you'll find tools to help you conduct a thorough business analysis prior to an implementation. You'll read about the ways in which businesses differ, helping you position and identify your own business within the multi-dimensional space of all smaller businesses.
- Open source CRM: Tips and techniques>Chapter download (Written by Bernard Golden; reprinted with permission from Addison-Wesley)
: A consistent question regarding open source is, "Who writes open source software?" A second, often-unasked question is, "Why would anyone work on open source?" Learn the answers to these questions and more in this excerpt from Chapter 1, Overview of Open Source from Bernard Golden's "Succeeding with Open Source."
- Open Source Enterprise Solutions Developing an E-Business Strategy>Text (Written by Gunnison Carbone, Alex Lesniak and Duane Stoddard; published by John Wiley & Sons)
: The open source approach can offer flexible, reliable, and secure enterprise solutions. Written by the founders of the Open3.org open source movement, the book provides a roadmap to all critical components of an open source e-business infrastructure.
- Open Source Software: Implementation and Management
>Text (Written by Paul Kavanaugh; published by Digital Press)
: For IT professionals looking at open source for the first time, this book provides key tools for System administrators, Network Administrators, IT project managers, and consultants who must evaluate and deploy open source software.
- The Open Source Initiative (OSI) Web site>Resource: Open Source Initiative (OSI) is a non-profit corporation dedicated to managing and promoting the open source definition for the good of the community.
- SourceForge.net>Resource: SourceForge.net is an open source software development Web site hosting more than 100,000 projects and over 1,000,000 registered users with a centralized resource for managing projects, issues, communications, and code. SourceForge.net provides free hosting to open source software development projects.
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