Geoff Ables is a CRM, database marketing, and Web 2.0 expert. He is a Managing Partner of C5 Insight.
Acknowledgments.
Introduction.
Part I: Laying a Solid Foundation.
Chapter 1: Familiarizing Yourself with CRM.
Chapter 2: Taking a Tour of Dynamics CRM.
Part II: Installing Dynamics CRM.
Chapter 3: Architecting Your CRM System.
Chapter 4: Installing Other Components for Dynamics CRM.
Part III: Administering Dynamics CRM.
Chapter 5: Post-Installation System Settings.
Chapter 6: Managing Users in Dynamics CRM.
Chapter 7: Using the Deployment Manager.
Chapter 8: Managing Data.
Chapter 9: Maintaining, Optimizing, and Troubleshooting Dynamics CRM.
Part IV: Using Microsoft Dynamics CRM.
Chapter 10: Getting to Know the CRM Application.
Chapter 11: Using Dynamics CRM for Outlook.
Chapter 12: Using the Sales Functions.
Chapter 13: Using the Marketing Functions.
Chapter 14: Using the Service Functions.
Part V: Customizing Dynamics CRM Through the User Interface.
Chapter 15: Realizing the Benefits of Office and SharePoint Integration.
Chapter 16: Tailoring CRM to Your Organization.
Chapter 17: Working with CRM Entities.
Chapter 18: Automating Your Organization with Processes.
Part VI: Customizing Dynamics CRM with Custom Code.
Chapter 19: Understanding the Other Customization Options.
Chapter 20: Understanding the Development Options.
Chapter 21: Working with Client-Side Customizations.
Chapter 22: Working with Server-Side Customizations.
Part VII: Visualizing Your Dynamics CRM Data with Charts, Reports, and Dashboards.
Chapter 23: Using the Built-in Reporting Tools.
Chapter 24: Working with Visualizations: Charts and Dashboards.
Chapter 25: Custom Reporting for Dynamics CRM.
Part VIII: Extending and Integrating Dynamics CRM.
Chapter 26: Connecting to Other Systems: Migration and Integration with Dynamics CRM.
Chapter 27: XRM: Going Beyond Traditional CRM.
Part IX: Appendixes.
Appendix A: Advanced Integration with SharePoint 2010.
Appendix B: Accessing and Using Online Resources.
Index.
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