Microsoft Dynamics^TM CRM 4 For Dummies^®

by Joel Scott (Computer Control Corporation, Bloomfield, Connecticut); David Lee; Scott Weiss (Usable Products Company, New York)

• ISBN13: 9780470397541
• ISBN10: 0470397543
• Format: eBook
• Copyright: 2009-04-01
• Publisher: For Dummies

Summary

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 moreMicrosoft 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!

Table of Contents

Introduction

Microsoft CRM Basics.

Taking a First Look at Microsoft CRM 4

Using the Outlook Client ù Or Not

Navigating the Microsoft CRM System

Setting Things Up.

Personalizing Your System

Managing Territories

Managing Business Units and Teams

Using the Product Catalog

Understanding Security and Access Rights

Implementing Business Rules and Workflow

Creating and Running Reports

Managing Sales.

Setting Sales Quotas and Dealing with Forecasts

Handling Leads and Opportunities

Working with Accounts and Contacts

Creating and Managing Activities

Using Notes and Attachments

Generating Quotes, Orders, and Invoices

Setting Up Sales Literature and Dealing with Competitors

Implementing Sales Processes

Making the Most of Marketing.

Targeting Accounts and Contacts

Managing Campaigns

Integrating Your Web Site

Taking Care of Your Customers.

Working with Cases

Managing Your Subjects

Creating and Using the Knowledge Base

Managing Queues

Working with Contracts

The Part of Tens.

The Top 10 (or So) Add-on Products for Microsoft CRM 4

Ten Ways to Get Help

Converting to Microsoft CRM

Managing Your Data

Index

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