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El. knyga: Microsoft Dynamics CRM 4 For Dummies

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(Computer Control Corporation, Bloomfield, Connecticut), (Usable Products Company, New York),
  • Formatas: PDF+DRM
  • Išleidimo metai: 23-Jun-2008
  • Leidėjas: For Dummies
  • Kalba: eng
  • ISBN-13: 9780470397534
Kitos knygos pagal šią temą:
Microsoft Dynamics CRM 4 For DummiesDidesnis paveikslėlis
  • Formatas: PDF+DRM
  • Išleidimo metai: 23-Jun-2008
  • Leidėjas: For Dummies
  • Kalba: eng
  • ISBN-13: 9780470397534
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A guide to Microsoft CRM covers such topics as navigating and personalizing the system, working with accounts and contacts, using e-mail, managing activities, managing business units, and security.

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!

Introduction 1(1)
How CRM Fits in the Market
1(1)
How to Use This Book
2(1)
Foolish Assumptions
2(1)
How This Book Is Organized
3(2)
Microsoft CRM Basics
3(1)
Setting Things Up
3(1)
Managing Sales
3(1)
Making the Most of Marketing
4(1)
Taking Care of Your Customers
4(1)
The Part of Tens
4(1)
Icons Used in This Book
5(1)
Where to Go from Here
5(2)
Part 1: Microsoft CRM Basics
7(38)
Taking a First Look at Microsoft CRM 4
9(12)
Tracking Your Contacts
10(1)
Communicating with the Outside World
10(1)
Integrating with Accounting
11(1)
Why integrate?
11(1)
Other accounting systems
12(1)
Setting Up Business Processes
12(1)
Coordinating Microsoft CRM with Your Success Plan
13(2)
Defining your goals
14(1)
Implementing a pilot program
15(1)
Live versus On-Premise
15(3)
Security
16(1)
Access
16(1)
Total cost of ownership
17(1)
Being Mobile
18(1)
Server Editions
18(2)
Workgroup
18(1)
Professional
19(1)
Enterprise
19(1)
Migrating from one version to another
19(1)
Using Microsoft CRM Successfully
20(1)
Using the Outlook Client --- Or Not
21(8)
The Microsoft CRM Online Outlook Client
22(3)
The Microsoft CRM Offline Outlook Client
25(1)
The Microsoft CRM Web Client
26(1)
What's New in Microsoft CRM 4 Outlook Client
26(3)
Navigating the Microsoft CRM System
29(16)
Whirlwind Tour of the Screen
29(4)
Navigation pane
30(1)
Status bar
31(1)
Window
31(2)
First Things First --- Singing On
33(1)
The Workplace Is Your Starting Point
34(4)
Navigating at the application level
34(1)
Navigating at the record level
35(1)
Your first navigation lessons
36(2)
Filtering and Searching for Records
38(6)
Filtering records
39(1)
Searching with the magnifying glass icon
40(1)
Searching with the Form Assistant
40(1)
Searching with the Advanced Find feature
41(3)
Using the Resource Center
44(1)
Part II: Setting Things Up
45(90)
Personalizing Your System
47(16)
Tailoring the System to Suit Your Needs
47(10)
General tab: Customizing a variety of user preferences
48(3)
Workplace tab: Simplifying your navigation pane
51(1)
Activities tab: Displaying appointments and setting your work hours
52(1)
Formats tab: Adapting CRM to your part of the world
53(1)
E-mail Templates tab: Speed the process of handling e-mails
54(1)
E-mail tab: Routing your CRM messages
55(1)
Privacy tab: Indicating when to report errors to Microsoft
56(1)
Language tab: Choosing the language you see onscreen
57(1)
Establishing Your User Profile
57(6)
Providing general information about yourself
59(1)
Joining teams to share records
60(1)
Viewing security roles
60(1)
Announcing which hours you'll be working
60(1)
Monitoring workflows
61(2)
Managing Territories
63(6)
Setting Up Sales Territories
64(3)
Managing Territories
67(2)
Managing Business Units and Teams
69(6)
Managing Business Units
69(2)
Managing Teams
71(4)
Creating Teams
72(1)
Assigning users to teams
73(2)
Using the Product Catalog
75(14)
Overview of the Product Catalog
75(1)
Getting to the Product Catalog Window
76(1)
Creating a Discount List
77(3)
Creating a Unit Group
80(2)
Creating a Price List
82(3)
Adding Products
85(4)
Understanding Security and Access Rights
89(12)
Security Overview
90(1)
Setting Restrictions with User Privileges
91(1)
Further Defining Permissions with Access Levels
91(1)
Looking at Predefined Roles
92(2)
Assigning Roles
94(1)
Sharing Information with Others on Your Team
95(1)
Defining a team
95(1)
Sharing and assigning
95(1)
Unsharing
95(1)
Sharing and Not Sharing Data
96(5)
Sharing records
96(2)
Sharing multiple records
98(1)
Unsharing records
98(1)
Assigning records
99(1)
Streamlining the assignment of permissions
100(1)
Implementing Business Rules and Workflow
101(16)
Workflow Components
102(1)
Limitations of Workflow
102(1)
Creating Workflow Rules
103(9)
Testing a new rule
108(1)
Creating On-Demand (manual) rules
109(1)
Creating follow-up rules
110(2)
Testing a manual rule
112(1)
Monitoring Your Workflow
112(2)
Workflow Glossary
114(3)
Events
114(1)
Conditions
114(1)
Actions
115(1)
To workflow infinity and beyond
116(1)
Creating and Running Reports
117(18)
Adding Report Categories
117(1)
Navigating the Report Area
118(5)
Using Viewing Options
123(1)
Exporting and Printing Your Report
124(1)
Accessing the Report Wizard
125(4)
Report Settings
129(2)
Editing Reports
131(1)
Creating Excel Reports
132(3)
Part III: Managing Sales
135(86)
Setting Sales Quotas and Dealing with Forecasts
137(12)
How a Manager Sets Up Quotas
137(4)
Fiscal year settings
138(1)
Setting up a salesperson's quota
139(2)
Entering Sales Forecasts
141(3)
Updating Your Forecasts
144(1)
Examining the Forecasts
145(4)
Printing a report
145(1)
Using Excel to examine forecast data
146(3)
Handling Leads and Opportunities
149(16)
Processing Leads from Suspects
150(5)
Getting to the Leads window
150(1)
Creating a lead manually
150(2)
Modifying a lead
152(1)
Giving up on a lead
153(1)
Resurrecting a lead
154(1)
Turning a Lead into an Opportunity
155(1)
Handling Opportunities
156(9)
Creating and modifying opportunities
156(3)
Assigning and sharing opportunities
159(2)
Relating opportunities to activities or other records
161(1)
Managing stages and relationships
162(1)
Closing, reopening, and deleting opportunities
162(3)
Working with Accounts and Contacts
165(14)
Adding and Editing Contacts
166(1)
Adding and Editing Accounts and Subaccounts
166(6)
Exploring account records and their four sections
167(4)
Setting up subaccounts
171(1)
Finding and Viewing Account Information
172(3)
Finding an account by name
172(1)
Using Advanced Find to perform a more sophisticated search
173(2)
Assigning and Sharing Accounts
175(4)
Assigning accounts to users
175(1)
Sharing accounts
176(3)
Creating and Managing Activities
179(12)
No Outlook Here
180(1)
Viewing Your Calendar
181(1)
Viewing Your Activities
182(2)
Creating an Appointment for Yourself from the Activities Screen
184(2)
Scheduling for Other People
186(1)
Assigning an Activity to Someone
186(2)
Completing an Activity
188(3)
Using Notes and Attachments
191(6)
Creating Notes
191(2)
Creating Attachments
193(2)
Deleting a Note or an Attachment
195(2)
Generating Quotes, Orders, and Invoices
197(10)
Creating and Activating Quotes
198(5)
Creating a quote
198(4)
Activating a quote
202(1)
Associating Opportunities and Quotes
203(1)
Printing a Quote
203(1)
Converting a Quote to an Order
204(1)
Generating Invoices from Orders
205(2)
Setting Up Sales Literature and Dealing with Competitors
207(8)
Adding Literature
207(4)
Modifying Literature
211(1)
Relating Literature to Competitors
212(1)
Adding and Tracking Competitors
213(2)
Implementing Sales Processes
215(6)
The General Principles
216(2)
Alerts
216(1)
Escalation
217(1)
Feedback and analysis
218(1)
Planning Your Sales Stages
218(3)
Part IV: Making the Most of Marketing
221(54)
Targeting Accounts and Contacts
223(20)
Targeting the Right People
224(3)
Developing and Saving Marketing Lists
227(8)
Creating marketing lists
228(1)
Adding members to the marketing list
229(4)
Populating a marketing list using Advanced Find
233(2)
Editing a Marketing List
235(1)
Removing Records from a Marketing List
236(3)
Merging Mail from Marketing Lists
239(4)
Managing Campaigns
243(24)
Developing Your Campaign
244(1)
Creating Campaigns
245(3)
Planning Tasks
248(2)
Defining Campaign Activities
250(5)
Distributing Campaign Activities
255(5)
Recording Campaign Responses
260(2)
Relating Campaigns to Each Other
262(1)
Working with Quick Campaigns
263(4)
Integrating Your Web Site
267(8)
Sending E-Mail to a Queue
267(4)
Creating Records with Programming
271(1)
Creating a Web Portal
271(4)
Part V: Taking Care of Your Customers
275(72)
Working with Cases
277(18)
Case Management Overview
278(1)
Working in the Cases Window
279(2)
Creating Cases
281(7)
Filling in the General tab
282(3)
Filling in the Notes and Article tab
285(3)
Assigning and Accepting Cases
288(3)
Tending to Cases
291(4)
Resolving a case
292(2)
Reactivating a case
294(1)
Managing Your Subjects
295(16)
Tips for Defining Your Subjects
296(1)
Accessing the Subjects Window
297(1)
Adding a Subject
298(2)
Editing a Subject
300(1)
Removing a Subject
301(1)
Relating Subjects to Other Entities
301(10)
Relating subjects to cases
302(1)
Putting the case link to work
303(2)
Relating a subject to a knowledge base article
305(3)
Putting the article link to work
308(1)
Relating a subject to the product catalog
308(2)
Relating a subject to sales literature
310(1)
Creating and Using the Knowledge Base
311(12)
Organizing Information for Your Knowledge Base
311(1)
Creating Article Templates
312(2)
Creating a Knowledge Base Article
314(6)
Submitting a draft article
317(1)
Approving an article
318(2)
Searching the Knowledge Base
320(3)
Managing Queues
323(10)
Queue Overview
324(1)
Looking at Personal and Public Queues
325(1)
Creating a Queue
326(2)
Working with Cases and Activities Assigned to Queues
328(3)
Assigning an activity to a queue
329(2)
Accepting Queue Assignments
331(2)
Working with Contracts
333(14)
Creating a Contract Template
334(2)
Understanding Contract Status
336(1)
Creating a Contract
337(4)
Adding Contract Lines to a New Contract
341(3)
Renewing a Contract
344(1)
Creating a Case and Linking It to a Contract
344(3)
Part VI: The Part of Tens
347(18)
The Top 10 (Or So) Add-on Products for Microsoft CRM 4
349(6)
Checking Spelling with Google Toolbar
350(1)
Automating Processes and Generating Alerts
351(1)
Increasing Your Productivity with c360
352(1)
Increasing Your Productivity with Axonom's Powertrak
353(1)
Migrating and Manipulating Your Data
353(1)
Accessing Instant Advice, Tips, and Tricks
354(1)
Displaying Data in Graphical Formats
354(1)
Upgrading Your Service Area
354(1)
Ten Ways to Get Help
355(10)
Using Microsoft CRM's Built-in Help
356(1)
Reading the Blog
357(1)
Accessing the Resource Center
357(1)
Getting the Straight Story from Newsgroups or Forums
358(3)
Finding an Expert
361(1)
Using Technical Sites for Developers
362(1)
Investing in Training
362(1)
Selecting Microsoft Packaged Service and Support
363(1)
Getting in Touch with Us
364(1)
Accessing General CRM Resources Online
364(1)
Appendix A: Converting to Microsoft CRM
365(8)
Developing a Process for the Conversion
366(1)
Evaluating the Current System
366(1)
Defining Expectations
367(1)
A Word on Reports
368(1)
Designing the System
369(1)
Implementing the Design
370(1)
Testing the System
370(1)
Cleaning the Data
370(1)
Migrating the Data
371(1)
Training the Staff
372(1)
Appendix B: Managing Your Data
373(16)
Tips for Creating Duplicate Detection Rules
373(1)
To Dot or Not to Dot, That Is the Question
374(1)
Defining Duplicate Detection Rules
375(1)
Creating a Duplicate Detection Rule
376(2)
Editing a Duplicate Detection Rule
378(1)
Putting the Rule to Work
379(1)
Importing and Exporting
380(9)
Creating data maps
381(3)
Editing data maps
384(1)
Imorting records
384(2)
Exporting and re-importing data
386(3)
Index 389
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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