vtiger CRM – A “Proper” Open Source CRM
I wanted to point any readers who may be interested to a new post I wrote over on our company blog. It discusses the latest release of a very popular business application we spend more and more time working with our customers on – vtiger CRM. CRM meaning Customer Relationship Management. Not only do we help others use vtiger CRM, it is also our own tool of choice for Sales and Marketing Automation.
The company behind vtiger CRM just released the latest version, 5.2.0, which has several major new features and lots of minor tweaks and improvements too.
We think this is the best truly Open Source CRM application currently available. There are other CRM systems that claim to be Open Source but are actually Open Core which is not the same thing at all.
If you want to learn a little about vtiger CRM, please drop over here and feel free to use the comments or contact-us page if you want to find out any more.
Westminster eForum Speech
Today I had the pleasure of addressing the Westminster eForum event on Free and open source software in business, in government. I had a five minute slot following the excellent Karsten Gerloff of the Free Software Foundation Europe, then after speeches from Paul Holt, Andrew Katz and Christopher Roberts we had a panel Q&A with questions from the audience. Here are the notes from my speech, transcripts of the whole event will be distributed around Westminster. The seminar was sponsored by our friends at Sirius.
Hello & Good Morning Ladies & Gentleman.
My name is Alan Lord and I am co-owner of The Open Learning Centre; an Open Source Software Consulting and Services business based in Surrey.
In the few minutes I have I would like to briefly discuss a few of the themes that were suggested for this session.
So, starting with the first one then:
The challenges faced by small, medium and large organisations implementing Free & Open Source Software?
For me, one of the key challenges is Procurement:
Procurement practices have not kept pace with changing times. Existing policies and procedures often struggle with the idea of acquiring something that is ”free”. In addition, in our Free Software marketplace, many suppliers do not have the budgets or resources to participate in lengthy tendering processes and, frankly, often have better and less costly opportunities to pursue elsewhere.
Another challenge is lack of familiarity and knowledge: There is still a significant proportion of the population who haven’t really heard of, or understand what Free & Open Source Software is, even though they may use it everyday. The Open Source community has made tremendous inroads and awareness is definitely increasing, but bear in mind, we are competing against companies with multi-billion dollar marketing budgets.
Now I’d like to move on to mention something about:The costs of deploying Free and Open Source software?
Firstly, it’s important to recognise that the ”free” in Free Software generally refers to freedom and not necessarily the price; although Open Source Software is frequently zero cost too. It should be recognised that implementing any software solution has costs, whether or not the software itself is freely available.
Time, of course, is not free; training, consulting and other professional services require people and knowledge, all of which have a cost whether they be internally or externally sourced. Although I feel fairly confident in saying that Open Source providers tend to charge comparatively less, I would recommend you use your experience to estimate and budget for the financial costs of the professional services you will need to acquire. Typically, the work required will be similar, in volume at least, for any given project whether Free or proprietary.
The financial benefits of Open Source really make an impact once you start using it: There are no ongoing licensing fees; you may copy and replicate what you have as many times as you wish. Product development, bug fixes and new features can generally be introduced at your discretion, and not that of your software vendor.
Another question that is often discussed is:
Is Open Source Software vulnerable?
Open Source Software is widely regarded as being inherently more secure than comparable proprietary software. Generally I would concur with this; particularly with regard to Operating Systems such as Linux and BSD. However, no software is ever infallible or 100% secure, so as an IT manager one must take all available precautions.
Many of the stories of Open Source vulnerabilities are, in the end, down to lack of skill or knowledge in setting up and maintaining these systems; this is just the same as with the proprietary alternatives. Again, skills and good education are the key to minimising these risks.
Free and Open Source Software is created in a very different way to legacy software. The ‘source code’, or instructions, are public; anyone can look at them. In a well managed Open Source project this visibility actually helps to improve the security of the end product. The benefit of this code-transparency was famously described by Eric S. Raymond, a well known Open Source author and advocate:
“Given enough eyeballs, all bugs are shallow.”
And finally I’d like to touch upon the question:
Who is responsible if Open Source Software is compromised or malfunctions?
Well – to be blunt. You are.
But then how is this different to proprietary solutions? If you’ve ever read a License Agreement for proprietary software then I’m sure you will have noticed that they start by disclaiming all liabilities, warranties and risks. Here’s one sentence taken from a very famous proprietary software vendor’s license agreement:
“The entire risk arising out of use or performance of the OS Components AND ANY SUPPORT SERVICES remains with you.”
If your chosen proprietary software is compromised or malfunctions what happens? Basically, you await the benevolence of the manufacturer, who is hopefully still in business and has a copy of the version of your product. With Free and Open Source Software, you will ALWAYS have a copy of the source code available.
A key feature of Open Source licensing, and something that is specifically NOT offered in the proprietary world, is the empowerment to improve and change it yourself. This doesn’t mean that you have to write the code though, there are lots of developers who will do that for a fair price.
Thank you.
vtiger on demand – Open Source as a Service
Today we are adding a new offering to our regular line up of consultancy services and comprehensive on-site bundles and this time it is out in the cloud.
There is a clear general trend towards outsourced software as a service, back when this first became a viable concept technically it seemed complete madness to me to have all your valuable data locked up on some server you never even get to see. You would be at the mercy of the vendor, subject to them raising their prices or going out of business and with very little recourse when they do. This remains a major business risk with proprietary software as a service, but the benefits of not requiring in-house hardware and expertise to install and manage a useful and scalable solution are still quite compelling.
With Open Source as a Service things are somewhat different, you still get to wash your hands of the installation and management of the hardware and software, upgrades just happen and they are someone else’s problem. You get the low cost of entry and prices that that are in proportion to the amount of users that are getting value from it. You also get Freedom instead of lock-in. You can take your hosted cloud based software and run the same code somewhere else. Either on another bit of remote hardware you never see, or on a box with flashing lights that sits quietly in a broom cupboard somewhere in your building. You are not at all locked in to Open Source as a Service, you are using it because it provides benefits you want at a price that is good value, as well as financially supporting the further development of the software.
So the announcement today is that The Open Learning Centre is partnering with vtiger CRM to bring the vtiger on demand Open Source as a Service to the UK market. This is hosted out in the cloud (Amazon EC2 to be precise) and managed on a day to day basis by the vtiger engineers. We can provide an optional on-site training day to complement the hosted service and of course at any time you can transition from the hosted CRM to one of our Ubuntu based Libertus servers (or the other way round if you like). This is just one example of how Software Freedom makes total business sense and it illustrates the difference between free as in no cost and the much more important free as in Freedom.
PCs with Compulsorily Bundled Software Should Be Outlawed
The Windows Tax
Now a fellow Open Source blogger and businessman, Dr Adrian Steel of Mercian Labels, is trying, so far without luck, to get the cost of an unwanted Windows License refunded from a company called Fonestop Ltd. He’s kindly providing an ongoing record of the correspondence between himself and the supplier whilst he seeks a fair refund for the software that he does not want nor require.
This example goes a long way to indicate why the bundling of software and hardware in this way is so wrong. It is incredibly hard to buy a computer in the UK that is not already infected with an inefficient, outdated, expensive, bloated and, still alarmingly, insecure operating system called Microsoft® Windows™. It is also becoming increasingly difficult to get even a partial refund due to the updated terms in the EULA that comes with version 7 of the OS (you can read most of the license agreements here):
By using the software, you accept these terms. If you do not accept them, do not use the software. Instead, contact the manufacturer or installer to determine its return policy. You must comply with that policy, which might limit your rights or require you to return the entire system on which the software is installed.
In earlier versions the statement about returning the entire system was not there. Here’s what the Vista EULA said:
By using the software, you accept these terms. If you do not accept them, do not use the software. Instead, contact the manufacturer or installer to determine their return policy for a refund or credit.
Reading Adrian’s struggle to get back the money that is rightfully his makes me quite angry. There are plenty of computer users that do not want or need Windows software when they buy a new computer. Even if they are not aware of the great Free Software operating systems such as Ubuntu or Fedora or many others, they probably already have a perfectly legal and valid CD of Windows in a drawer or cupboard anyway. Even I have a legal and valid Windows XP CD in my office; not that it ever gets used nowadays…
So what’s to be done? I really feel like starting some kind of campaign to get the lawmakers here and across the EU to make this kind of practice illegal. I as a consumer should be able to select and buy any computer I like and decide for myself if I wish to pay for a pre-installed operating system or not. That should be a choice I am free to make. Currently, apart from a few very brave and admirable vendors, I do not have this choice. And now it’s even harder to obtain a refund due to the change in the wording of Microsoft’s EULA.
These Brave and Admirable vendors deserve a mention:
- Brave because I’m sure that they will come under pressure from businesses like Microsoft to bundle their software and conform to the way that they want you to sell Computers.
- Admirable because they are standing up for something which is good and noble and may not be the most profitable course for their company to take.
As many of you know we started a website some time ago called Naked Computers to track these Brave and Admirable suppliers around the world. It’s been useful to many but it has been quite quiet recently and it could definitely do with a revamp to make it look more appealing (any WordPress Theme designers fancy knocking up a new look and feel for the site?).
In the UK there is one computer supplier that, in my humble opinion, should be applauded for their attitude: Novatech. I think that every machine they sell from their website or retail outlets are offered with or without an Operating System; it’s your choice. It’s quite interesting to look on their site and see just how expensive Windows really is: ~£70 to ~£800 or more!
Recently I noticed Novatech making a few noises on Twitter and I commented positively on their approach to selling naked computers. This was their reply to me:
@opensourcerer Thanks for recommending us, we sell all systems without operating systems as we like to give our customers a choice.
So come on you lot! Let’s try and come up with a plan, ideas and suggestions as to how to go about fixing this problem once and for all… Our company, The Open Learning Centre can host a wiki or something if needed but please use the comments here to start the ball rolling.
Are there any lawyers out there who fancy a challenge? Want to fight for Freedom and allow consumers to make their own choice rather than be forced to pay for something they frequently neither need nor want?
Finally, for those naive souls who believe that an EULA gives you some protection or guarantees, think again…
Open Source, UK Gov. & Institutional Profligacy
I got a tad annoyed after reading this article by an old journalist friend and colleague Maxwell Cooter. In the story the new CIO of HMRC is reported as saying that there is basically institutional profligacy within the Cabinet Office:
Phil Pavitt, recently-appointed CIO for HM Revenue and Customs, has revealed that attempts to cut government budget is positively discouraged. In a telling anecdote, he says “In my first few weeks of the job I was visited by leading members of the Cabinet Office. In that conversation with me they mentioned I am in the top purchasing club… That means you have tremendous influence on buying power, buying ideas and management and so on.”I said ‘If I reduce costs by 50 per cent what happens?’, ‘Well, you leave the club,’ I was told.”
As you will probably know, I have a vested interest in seeing the Cabinet Office’s Open Source, Open Standards and Re-Use Action Plan[pdf] implemented in full and as quickly as possible. The comment above however, coming from deep within the halls of power, is a clear indication that there seems to be little appetite to drive this Action Plan into, ahem, action. I used the excellent Write to Them service to write to my MP Jeremy Hunt…
Dear Jeremy Hunt,
I run an independent consulting company specialising in an area of software technology called Open Source.
We help organisations of all sizes get best-value by using technologies that are developed for the benefit of the user rather than of the producer.
We have been following the Cabinet Office’s recent Action Plan called “Open Source, Open Standards Re-Use” with some interest and have commented positively on the quality of the document but found there to be little in the way of energy to implement or monitor it’s adoption.
Today, I read an article by a journalist whom I have known for many years which seems to corroborate our opinion that there is little motivation for the status quo to change.
The link to the article is here:
http://blogs.techworld.com/the-blue-screen/2010/02/letting-the-cat-out-of-the-bag/index.htm
“Phil Pavitt, recently-appointed CIO for HM Revenue and Customs, has revealed that attempts to cut government budget is positively discouraged. In a telling anecdote, he says “In my first few weeks ofthe job I was visited by leading members of the Cabinet Office. In that conversation with me they mentioned I am in the top purchasing club… That means you have tremendous influence on buying power, buying ideas and management and so on.”I said ‘If I reduce costs by 50 per cent what happens?’, ‘Well, you leave the club,’ I was told.”
As I understand it, these are civil servants and as such are non-political.
Could you please comment on how a Conservative Government would try to change this apparently appalling attitude towards public expenditure.
Yours sincerely,
Alan Lord
–
The Open Learning Centre
Web: www.theopenlearningcentre.com
A couple of days ago I got an initial reply and, although the response itself isn’t exactly exuberant, Jeremy does indicate one thing I have heard something about before; the Tories policy of splitting massive IT projects into much smaller component parts by using Open Standards. This shows to me they have a decent understanding of the power of Open Standards to break the stranglehold a few monopolies currently have, although of course the proof will be in the delivery… He has also written to the Minister of State at the Cabinet Office to get the Government’s response to my enquiry too.
Here’s his reply in full.
Dear Alan,
Thank you for your email in which you kindly included your own experiences of the Cabinet Offices Action Plan called “Open Source, Open Standards Re-Use”.
Whilst I was pleased to hear you are complimentary about the quality of the document, I was sorry to learn that there seems little in the way of follow-up.
I was also most concerned to read the contents of the article by Maxwell Cooter.
Having spoken to the appropriate Shadow Cabinet Member as you requested, they have assured me that the Conservatives will create a level playing field for open source software by introducing open standards across government that enable large ICT projects to be split into smaller modular components. This will cut licensing costs, reduce risk and enable more small companies to bid for government ICT contracts.
I hope this is helpful and in order to get the Government’s response to the issues you have raised, I have also written to the Rt Hon Angela Smith MP, Minister of State at the Cabinet Office seeking her comments.
As soon as I have received the Minister’s reply, I will of course let you know straight away.
Thank you once again for bringing this important matter to my attention and if I can be of any further assistance in the meantime, please do let me know.
Best wishes
Jeremy
Jeremy Hunt
Member of Parliament
South West Surrey
If you want your MP (or future MP), whatever party they represent, to at least be aware of issues that concern you, please write to them. It is an easy way to voice your opinion. I have found MPs and MEPs to be generally quick to reply, to have understood the points I made and to follow up on issues when they said they would.
PS: Once I have the Minister’s reply I will of course let you know straight away too.
PPS: Can I please be recorded as the first to come up with the phrase “Institutional Profligacy” 
Idiot goes Open Source
It seems that even the cat is using Ubuntu… the kids have seemingly seamlessly adapted to Open Source Software. My computer has also taken sides and is so slow it’s definitely trying to tell me something. Finally I’ve admitted defeat and have had to ask Al to make the change, with one caveat – that I can still use iTunes. A robotic sounding “virtual machine” is apparently the answer – it will pretend to run Windows in a little bit of Bill-space and iTunes will be none the wiser that I’ve actually left the Dark Side at last.
I know my new look will take some getting used to and I just have to get familiar but it definitely feels quite different. The icons look more home-made and the whole thing seems less slick. I keep repeating “Kill Bill” and “It’s Free”. I know I will get used to it but at the mo I could almost say I felt sad although probably remembering the “helpful” paperclip will remedy that – Yes, that’s done it – I will give it a chance.
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This is an excerpt from my ramblings on going over to Open Source Software. My husband (The Open Sourcerer) has persuaded me to put it on here but I’ve really no idea why. He said “people will be interested, you’ll be surprised.”
….surely they have better things to do??? I’d be interested in the work/chore that is so bad you’d rather read this than do it.
