Book description
Customer relationship management, or CRM, is certainly a hot topic in business today. If you have a small or medium-sized business, chances are you’re already aware of all it can do for you. But with so many options and so much to think about, how do you get a CRM system in place with a minimum of hassle? Well, Microsoft Dynamics CRM 4 For Dummies is a great place to start!
Written by veteran CRM experts Joel Scott and David Lee, this friendly guide will have you understanding and using Microsoft’s CRM solution in a jiffy. Whether you’re considering a CRM system for the first time or you’ve decided to switch from another system to Microsoft Dynamics CRM, this book will make it easy to:
Maintain and manage all your customer informationw
Personalize Microsoft CRM to work for your business
Set up CRM to support sales, marketing, and customer service
Use the Outlook client
Manage territories and business units
Create and manage activities
Generate quotes and invoices
Implement and manage a marketing campaign
Work with contracts, and much morelistitem
Microsoft Dynamics CRM 4 For Dummies is packed with information on the latest version, It will help you get a unified view of your customer information and interactions through integrated sales, marketing, and customer service features. And that, as every business owner knows, is important to improving your bottom line!
Table of contents
- Copyright
- About the Authors
- Authors' Acknowledgments
- Introduction
-
I. Microsoft CRM Basics
- 1. Taking a First Look at Microsoft CRM 4
- 2. Using the Outlook Client — Or Not
- 3. Navigating the Microsoft CRM System
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II. Setting Things Up
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4. Personalizing Your System
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4.1. Tailoring the System to Suit Your Needs
- 4.1.1. General tab: Customizing a variety of user preferences
- 4.1.2. Workplace tab: Simplifying your navigation pane
- 4.1.3. Activities tab: Displaying appointments and setting your work hours
- 4.1.4. Formats tab: Adapting CRM to your part of the world
- 4.1.5. E-mail Templates tab: Speed the process of handling e-mails
- 4.1.6. E-mail tab: Routing your CRM messages
- 4.1.7. Privacy tab: Indicating when to report errors to Microsoft
- 4.1.8. Language tab: Choosing the language you see onscreen
- 4.2. Establishing Your User Profile
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4.1. Tailoring the System to Suit Your Needs
- 5. Managing Territories
- 6. Managing Business Units and Teams
- 7. Using the Product Catalog
- 8. Understanding Security and Access Rights
- 9. Implementing Business Rules and Workflow
- 10. Creating and Running Reports
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4. Personalizing Your System
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III. Managing Sales
- 11. Setting Sales Quotas and Dealing with Forecasts
- 12. Handling Leads and Opportunities
- 13. Working with Accounts and Contacts
- 14. Creating and Managing Activities
- 15. Using Notes and Attachments
- 16. Generating Quotes, Orders, and Invoices
- 17. Setting Up Sales Literature and Dealing with Competitors
- 18. Implementing Sales Processes
- IV. Making the Most of Marketing
-
V. Taking Care of Your Customers
- 22. Working with Cases
- 23. Managing Your Subjects
- 24. Creating and Using the Knowledge Base
- 25. Managing Queues
- 26. Working with Contracts
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VI. The Part of Tens
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27. The Top 10 (Or So) Add-on Products for Microsoft CRM 4
- 27.1. Checking Spelling with Google Toolbar
- 27.2. Automating Processes and Generating Alerts
- 27.3. Increasing Your Productivity with c360
- 27.4. Increasing Your Productivity with Axonom's Powertrak
- 27.5. Migrating and Manipulating Your Data
- 27.6. Accessing Instant Advice, Tips, and Tricks
- 27.7. Displaying Data in Graphical Formats
- 27.8. Upgrading Your Service Area
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28. Ten Ways to Get Help
- 28.1. Using Microsoft CRM's Built-in Help
- 28.2. Reading the Blog
- 28.3. Accessing the Resource Center
- 28.4. Getting the Straight Story from Newsgroups or Forums
- 28.5. Finding an Expert
- 28.6. Using Technical Sites for Developers
- 28.7. Investing in Training
- 28.8. Selecting Microsoft Packaged Service and Support
- 28.9. Getting in Touch with Us
- 28.10. Accessing General CRM Resources Online
- A. Converting to Microsoft CRM
- B. Managing Your Data
-
27. The Top 10 (Or So) Add-on Products for Microsoft CRM 4
Product information
- Title: Microsoft Dynamics™ CRM 4 For Dummies®
- Author(s):
- Release date: July 2008
- Publisher(s): For Dummies
- ISBN: 9780470343258
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