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Microsoft CRM For Dummies

Microsoft CRM For Dummies

Joel Scott, Michael DeLisa

ISBN: 978-0-764-54489-7 November 2004 380 Pages




  • The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace
  • Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service
  • Provides expert tips and tricks to make the software work more effectively
  • Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships
  • Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses

Part I: Microsoft CRM Basics.

Chapter 1: Looking Over Microsoft CRM.

Chapter 2: Navigating the Microsoft CRM System.

Chapter 3: Personalizing Your System.

Part II: Managing Sales.

Chapter 4: Working with Accounts and Contacts.

Chapter 5: Creating and Managing Activities.

Chapter 6: Using Notes and Attachments.

Chapter 7: Using Your E-Mail.

Chapter 8: Managing Territories.

Chapter 9: Leads and Opportunities.

Chapter 10: Using the Product Catalog.

Chapter 11: Generating Quotes, Orders, and Invoices.

Chapter 12: Sales Literature and Competitors.

Chapter 13: Sales Quotas and Forecasting.

Part III: Customer Service.

Chapter 14: Working with Cases.

Chapter 15: The Subject Manager.

Chapter 16: Using the Knowledge Base.

Chapter 17: Managing the Queues.

Chapter 18: Working with Contracts.

Part IV: Managing the WorkPlace.

Chapter 19: Managing Business Units.

Chapter 20: Security and Access Rights.

Chapter 21: Implementing a Sales Process.

Chapter 22: Business Rules and Workflow.

Chapter 23: Running Reports.

Part V: The Part of Tens.

Chapter 24: Almost Ten Add-On Products.

Chapter 25: Ten Ways to Get Help.

Part VI: Appendixes.

Chapter 26: Imitating Outlook.

Chapter 27: Importing and Exporting Data.

Chapter 28: Glossary.

Chapter 29: Hardware, Networks, and Licenses.