Book description
A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.
Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage small businesses with the sophisticated technology that, until now, has been reserved for large corporations. Based on the author's real-world experience building CRM systems, this book provides the expert advice that MS CRM users need. To make the move to customer-centric operations using MS CRM, companies need an in-depth guide to managing the process, using the software, and making the implementation decisions that are required.
Table of contents
- Copyright
- About the Authors
- Acknowledgments
- We Want to Hear from You!
- Reader Services
- Introduction
- CRM Basics
- The CRM Landscape: Why Now?
-
Microsoft CRM Functional and Conceptual Overview
- Microsoft Business Solutions, Microsoft, and Microsoft Great Plains
- Microsoft CRM Product Positioning
- Microsoft CRM Versions and Licensing
- Microsoft CRM User Interfaces
- Named User Licensing
- CRM Platform
- Microsoft CRM Concepts
- Opportunities and Cases
- Core CRM Objects
- Use Case Corner—Expediting Activity Record Creation
- Summary
-
Setting Up Microsoft CRM
- Arriving at Consensus
- Global Settings
- Microsoft CRM Organization Structure and Security
- Delete Versus Deactivate
- Microsoft CRM, Exchange Server, and Active Directory
- The Microsoft CRM Exchange Connector
- Owners, Assignment, and Sharing
- Subject Hierarchy in Microsoft CRM
- Product Catalog
- Template Manager
- Use Case Corner
- Summary
- Home Page, Workplace, and Navigation
- Sales Force Automation (SFA)
-
Microsoft CRM Sales for Outlook
- Offline Concepts
- The Microsoft CRM Sales for Outlook Interface
- Mailboxes and Folders
- Typical Microsoft CRM Configuration
- Going Offline/Synchronizing
- Synchronization Under the Hood
- Configuration and Customization
- Deployment Considerations
- Use Case Corner—Mobile Portal: Extending the Reach of Microsoft CRM
- Summary
- Customer Service
- Microsoft CRM Reports
- Configuring Microsoft CRM
- Workflow
- Microsoft CRM Integration and Data Conversion
- Customizing Microsoft CRM
-
Redesigning Your Business for Customer-Centricity
- Make the Customer the Basis for CRM Design
- Integrate CRM Across the Enterprise
- Adopt the Strategic View
- Manage Customer Information as an Asset
- Fuse Traditional and e-Channels
- Utilize CRM Across Business Models
- Understand Your Business Process
- From Business Ambiguity to Technical Precision
- Enabling Customer-Centric Processes with Microsoft CRM
- Architecting a Shorter Time-to-Market
- Use Case Corner
- Summary
- Managing Your Service Vendors
- Installing and Maintaining Vendor Software and Services
- Understanding the CRM Marketplace
- Accessing the CRM Online Community
- Selecting a Consultant for Help Implementing Microsoft CRM
- Future Directions for Microsoft CRM
- About the CD-ROM
- Index
Product information
- Title: Special Edition Using® Microsoft® CRM
- Author(s):
- Release date: August 2003
- Publisher(s): Que
- ISBN: 9780789728821
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