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.