Workflow is basically the best business practices in your organization.  You have a business flow in one or more departments that you do everyday that may or may not impact another department in your company.  Write-up a matrix of these practices and see how they work together and how information flows through your company.   Now take a look at your current Customer Relationship Management (CRM) software and review it to see if the processes you have setup are working for you or do you still find yourself creating tasks for yourself?  Then look at the technology of the CRM and see if you have a full solution  to your workflow, or if you can add tools to your CRM to give you time managed workflow, thus automating a number of the best of business practices you have in your company.  SugarCRM Pro offers some basic workflow, and we believe that with Process Manager, you can take this to the next level.