SugarCRM 6.2.1 is Social CRM Made Simple

When is it available

SugarCRM, the company behind the most intuitive, flexible and open Customer Relationship Management (CRM) system available, released version 6.2.1 of their product suite on July 15, 2011 to much anticipation and relief. While the company released the highly anticipated version 6.2.0 earlier this year, it came with a great deal of anguish for customers upgrading from previous versions and many others were advised to avoid the 6.2.0 release in favour of the impending 6.2.1 revision, which would have the upgrade issues resolved.

What is Social CRM

Let's first recap what "Social CRM" is, as it is a very loose term and can be interpreted in many, many ways. Social CRM, as with any CRM, is an activity. CRM system vendors provide tools to help people perform this activity. The same can be said for Social CRM. Social CRM however, is an outward-in approach to customer relations rather than the traditional inward-out view. Social CRM looks at a customer or prospect and how that person interacts with their social and professional networks both online and offline, their influence and influencers. The goal of Social CRM is to better understand the customer and what influences their decisions and habits. With this, you can evolve from a standardized interaction methodology to one which is all about the customer, and on their terms. Once the customer is fully understood, you are in a much better position to close deals.

Hardware, Software and the Cloud

Today's technology is bridging the gap on what is an "application" and what is a "web site". Traditionally, an application was a piece of software that was installed on your desktop or on a server in your office. These applications had strict system requirements which would degrade, or prevent, performance if not met. Applications were very rarely "fun". Rarely did someone say, "hey, did you check out that new application...". This was because it all took time to get from point A to point B. In order to "check out" an application, you had to go through the following steps:

1. Find the application - normally physically - either at a store or from a vendor
2. Determine if your current systems met the system requirements of the application and if not, upgrade your current system (this is a whole other issue on its own!).
3. Acquire the application - either through simple transaction or lengthy sales process (again, a whole other discussion).
4. Install the application on the required hardware (usually a server and a client (desktop/workstation) machine).
   1. Resolve any unforeseen hardware or software conflicts for each machine
5. Configure any additional services such as network connectivity
6. Start the application
7. ... wait for the hour-glass to stop spinning...
8. Go through the licensing and activation screens
9. ... and then, ta-da! The application!
10. Oh wait, now you need to read the manual to figure out what all the buttons and menus do and when.