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E-book

Microsoft Dynamics CRM 4 For Dummies

ISBN: 978-1-118-05260-0
432 pages
February 2011
Microsoft Dynamics CRM 4 For Dummies (1118052609) cover image
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 information
  • 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 more

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!

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Introduction.

Part I: Microsoft CRM Basics.

Chapter 1: Taking a First Look at Microsoft CRM 4.

Chapter 2: Using the Outlook Client — Or Not.

Chapter 3: Navigating the Microsoft CRM System.

Part II: Setting Things Up.

Chapter 4: Personalizing Your System.

Chapter 5: Managing Territories.

Chapter 6: Managing Business Units and Teams.

Chapter 7: Using the Product Catalog.

Chapter 8: Understanding Security and Access Rights.

Chapter 9: Implementing Business Rules and Workflow.

Chapter 10: Creating and Running Reports.

Part III: Managing Sales.

Chapter 11: Setting Sales Quotas and Dealing with Forecasts.

Chapter 12: Handling Leads and Opportunities.

Chapter 13: Working with Accounts and Contacts.

Chapter 14: Creating and Managing Activities.

Chapter 15: Using Notes and Attachments.

Chapter 16: Generating Quotes, Orders, and Invoices.

Chapter 17: Setting Up Sales Literature and Dealing with Competitors.

Chapter 18: Implementing Sales Processes.

Part IV: Making the Most of Marketing.

Chapter 19: Targeting Accounts and Contacts.

Chapter 20: Managing Campaigns.

Chapter 21: Integrating Your Web Site.

Part V: Taking Care of Your Customers.

Chapter 22: Working with Cases.

Chapter 23: Managing Your Subjects.

Chapter 24: Creating and Using the Knowledge Base.

Chapter 25: Managing Queues.

Chapter 26: Working with Contracts.

Part VI: The Part of Tens.

Chapter 27: The Top 10 (or So) Add-on Products for Microsoft CRM 4.

Chapter 28: Ten Ways to Get Help.

Appendix A: Converting to Microsoft CRM.

Appendix B: Managing Your Data.

Index.

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Joel Scott is president of Computer Control Corporation and a well-known speaker on CRM and related technologies.

David Lee is president of Vertical Marketing Inc., a software consulting firm.

Scott Weiss is president and CEO of Core Solutions, Inc., a CRM consulting firm.

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