Top
Free Shipping On Orders Over $35!
Get Rewarded for Ordering Your Textbooks! Enroll Now
Customer Reviews Read Reviews
Write a Review
Author Bio: Special Edition Using Microsoft CRMSpecial Edition Using Microsoft CRM Author Bio Laura Brown is President and founder of System Innovations (www.systeminnovations.net), where she advises businesses of all sizes on the people, processes, and technology needed to deliver customer-centric business systems. With many years of experience envisioning, designing, and managing CRM systems for Fortune 500 clients such as Bank of America, Nationwide Insurance, and Delta Airlines, Laura has also assisted many small and mid-sized enterprises. Laura's forward-looking approach to high-tech consulting helps ensure that companies she works with won't fall behind on CRM and the related technologies, and thus, be limited in their ability to manage customers electronically. Laura speaks regularly at conferences and educational forums. Her business and technology articles are featured online at informIT.com, EACommunity.com, destinationcrm.com, systeminnovations.net, and ganthead.com. John Gravely is President and cofounder of c360 Solutions, Inc. (www.c360.com) an Atlanta, Georgia-based Customer Relationship Management software development and professional services firm specializing in Microsoft CRM. At c360, John is heavily involved in the development of custom vertical and horizontal CRM solutions built on the Microsoft CRM platform. Prior to c360, John was a Regional Consulting Director for the Professional Services team of Onyx Software, a mid-market CRM software vendor. John has overseen dozens of CRM implementations across multiple industries and has been a hands-on consultant leading successful CRM implementation projects for Dreyfus Mutual Funds, FSC Securities, AT&T Latin America, and Internet Security Systems among others. Prior to entering the CRM industry, John was a consultant, trainer, and project manager for Datastream Systems¿a leader in enterprise asset management systems. John began his career as an engineer with Fluor Daniel Incorporated in Greenville, South Carolina, and has a Bachelor's degree in engineering from Clemson University and a Master's Degree in International Business (MIBS) from the University of South Carolina. Stemming from his involvement in the MIBS program, John has lived and worked throughout Mexico, Central and South America, and implemented one of the first enterprise CRM systems in the country of Chile. John is the cochair and founder of the Technology Association of Georgia's (TAG) CRM Special Interest Group, and is an active writer in the CRM community. John is also a founding member and partner in The Atlanta Solutions Group, LLC, a consolidated technology alliance.
| Introduction | |
| Who Should Read This Book? | |
| Marketing Product Managers, Information Managers, Database Analysts, and Reporting Specialists | |
| Strategic Planners, Business Development Managers, Change Managers, and Market Strategists | |
| Financial Managers and Pricing and Profitability Analysts | |
| Advertising and Public Relations Specialists, Sales and Service Personnel, Promotion and Campaign Managers | |
| Account Executives and Regional Managers | |
| A Multilevel Reference | |
| Apply CRM Principles in Your Business | |
| Implement Microsoft CRM for Your Company | |
| Customize Your Installation of Microsoft CRM | |
| Grow Your CRM System as Your Business Grows | |
| Understand the CRM Marketplace | |
| Manage Your Relationship with Service Vendors | |
| Integrate Microsoft CRM with Your Other Applications and Data | |
| Redesign Your Business to be More Customer-Centric | |
| Access the CRM Community | |
| Find Consulting Help for Implementing Microsoft CRM | |
| Special Features in the Book | |
| Tips | |
| Notes | |
| Cautions | |
| Troubleshooting | |
| Cross-References | |
| Use Case Corner | |
| Summary | |
| CRM Basics | |
| CRM Is a Business Strategy | |
| CRM Is Comprehensive | |
| CRM Helps You Put the Customer First | |
| CRM Measures Business Performance | |
| Effects of E-business and Evolving Capabilities | |
| Enterprise Applications | |
| Business Process Integration (BPI) | |
| Internal and External Integration | |
| Business Performance Monitoring | |
| Microsoft's CRM Product | |
| Delivered in Editions | |
| Introducing the Components of Microsoft CRM | |
| Interacting with CRM Systems | |
| Goals of CRM Systems | |
| How to Set Up a CRM System | |
| Summary | |
| The CRM Landscape: Why Now? | |
| CRM System Evolution | |
| Marketing Department Changes | |
| CRM and Transaction Processing | |
| Opposite Needs for Opposite Goals | |
| The Horizontal View | |
| The Holistic View | |
| CRM Requirements | |
| Change Management and Market Strategy | |
| Introduction of New Channels | |
| Business Process Integration (BPI) | |
| Business to Business Exchange | |
| Information Technology as Enabling Partner | |
| The Technology of Microsoft CRM | |
| Benefits for Business | |
| Distributed Computing | |
| Vendor Collaboration | |
| Summary | |
| Microsoft CRM Functional and Conceptual Overview | |
| Microsoft Business Solutions, Microsoft, and Microsoft Great Plains | |
| Microsoft CRM Product Positioning | |
| Microsoft CRM Versions and Licensing | |
| Microsoft CRM User Interfaces | |
| Named User Licensing | |
| CRM Platform | |
| Microsoft CRM Concepts | |
| Leads, Contacts, and Accounts | |
| Opportunities and Cases | |
| Activities and Notes | |
| Subjects and Products | |
| Core CRM Objects | |
| Contacts | |
| Contact Status | |
| eResources | |
| Accounts | |
| Use Case Corner-Expediting Activity Record Creation | |
| Summary | |
| Setting Up Microsoft CRM | |
| Table of Contents provided by Publisher. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.
Need Help? Copyright © 1999-2024