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Maximizing Your Sales with Microsoft (R) Dynamics CRM 2011 International Edition [Pehme köide]

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  • Formaat: Paperback, 288 pages, kõrgus x laius x paksus: 232x187x16 mm, kaal: 500 g, 246
  • Ilmumisaeg: 18-Apr-2011
  • Kirjastus: Delmar Cengage Learning
  • ISBN-10: 1435458826
  • ISBN-13: 9781435458826
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Maximizing Your Sales with Microsoft (R) Dynamics CRM 2011 International EditionSuurem pilt
  • Formaat: Paperback, 288 pages, kõrgus x laius x paksus: 232x187x16 mm, kaal: 500 g, 246
  • Ilmumisaeg: 18-Apr-2011
  • Kirjastus: Delmar Cengage Learning
  • ISBN-10: 1435458826
  • ISBN-13: 9781435458826
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781435458826.html
Märksõnad:
If you're a sales professional running Microsoft Windows, Microsoft Dynamics CRM is the perfect customer relationship management system for you. Why? Because it's the only CRM system that can be fully integrated into Microsoft Office Outlook and other programs to save time and help automate processes. Additionally, it has many other built-in tools that help busy sales professionals manage the interactions they have with customers, from first contact through purchase and post-sales. If you're one of these busy sales professionals, you need an easy reference tool to maximize your use of Microsoft Dynamics CRM 2011's varied feature set. Maximizing Your Sales with Microsoft Dynamics CRM 2011 is that tool. The book explains, in concise, easy-to-understand language, how to get the most out of this helpful CRM software. Topics like working with contacts and accounts, managing opportunities and schedules, writing letters, sending e-mails, running reports and more are explored in-depth. With this book and Microsoft Dynamics CRM 2011, you'll also be able to perform numerous other functions that will speed up your workflow and keep your customers happy. The book even comes with a handy reference card that you can tear out and keep near your computer when you need a quick tip or shortcut.

Arvustused

1. Working with Leads. 2. Working with Accounts. 3. Working with Contacts. 4. Finding Your Data. 5. Using Microsoft Dynamics CRM within Outlook. 6. Managing Opportunities. 7. Scheduling Activities within Microsoft Dynamics CRM. 8. Managing Campaigns. 9. Marketing Lists. 10. Mail Merge. 11. Sending E-mail. 12. Managing Contracts. 13. Managing Cases. 14. Using the Knowledge Base. 15. Service Scheduling. 16. Import and Export. 17. Running Reports. 18. Using Workflow. 19. Setting CRM Options. 20. Defining Entities and Fields. 21. Managing Users and Security Roles. 22. Creating Business Unites and Teams. 23. Sharing and Assigning Records. 24. Ten Products that Extend Microsoft Dynamics CRM's Functionality. 25. Online Resources.

Introduction xix
Chapter 1 Working with Leads
1(10)
Creating and deleting leads
2(3)
Task A Creating a new lead
2(1)
Task B Importing a list of leads
3(1)
Task C Deleting a lead
4(1)
Viewing leads
5(2)
Task A Finding a lead
5(1)
Task B Switching between different lead views
6(1)
Qualifying leads
7(4)
Task A Converting leads to accounts, contacts, or opportunities
7(1)
Task B Disqualifying a lead
8(1)
Task C Reactivating a closed lead
9(2)
Chapter 2 Working with Records
11(20)
Creating and deleting records
12(6)
Task A Creating a new record
12(1)
Task B Editing an existing record
13(1)
Task C Deleting or deactivating a record
14(1)
Task D Bulk deleting records
15(1)
Task E Adding notes for a record
16(1)
Task F Adding attachments for a record
17(1)
Viewing records
18(6)
Task A Finding a record
18(1)
Task B Switching views
19(1)
Task C Viewing pending and closed activities for a record
20(1)
Task D Printing information about a record
21(1)
Task E Viewing contacts associated with an account
22(1)
Task F Setting conditional formatting on a view
23(1)
Sharing records
24(3)
Task A Assigning a record to another user or team
24(1)
Task B Sharing a record with another user or team
25(1)
Task C Checking your permissions for a record
26(1)
Creating connections between records
27(4)
Task A Defining a connection between two records
27(1)
Task B Connecting a record to yourself
28(1)
Task C Defining connection roles
29(2)
Chapter 3 Searches and Views
31(14)
Finding records
32(5)
Task A Searching with a Quick Find
32(1)
Task B Changing the fields that are searched when performing a Quick Find
33(1)
Task C Filtering a view
34(1)
Task D Pinning a view in Outlook 2007/2010
35(1)
Task E Grouping a list by a field
36(1)
Advanced Find
37(3)
Task A Using the Advanced Find feature
37(1)
Task B Exporting an Advanced Find view to Excel
38(1)
Task C Changing the columns that show in Advanced Find search results
39(1)
Personal views
40(2)
Task A Creating a personal view
40(1)
Task B Setting your default personal view
41(1)
Searching for duplicates
42(3)
Task A Finding duplicates
42(1)
Task B Viewing duplicate records
43(1)
Task C Merging duplicate records
44(1)
Chapter 4 Visual Reporting with Dashboards
45(10)
Creating a dashboard
46(5)
Task A Creating a system dashboard
46(1)
Task B Creating a personal dashboard
47(1)
Task C Editing a dashboard
48(1)
Task D Sharing a personal dashboard with other users or teams
49(1)
Task E Creating dashboard charts and views
50(1)
Using dashboards
51(4)
Task A Viewing, switching, and enlarging dashboards
51(1)
Task B Drilling down data
52(1)
Task C Viewing source records on a chart
53(2)
Chapter 5 Outlook Integration
55(16)
Installing the Outlook plugin
56(1)
Task A Installing the plugin
56(1)
Outlook/CRM synchronization
57(2)
Task A Going offline and online
57(1)
Task B Configuring which records sync from CRM to Outlook
58(1)
Working with CRM contacts, accounts, and leads in Outlook
59(3)
Task A Tracking existing Outlook contacts in CRM
59(1)
Task B Working with CRM accounts within Outlook
60(1)
Task C Working with CRM leads in Outlook
61(1)
Scheduling activities within Outlook
62(2)
Task A Tracking Outlook tasks in CRM
62(1)
Task B Tracking Outlook appointments in CRM
63(1)
Sending e-mails within Outlook
64(4)
Task A Tracking a new Outlook e-mail in CRM
64(1)
Task B Tracking an incoming Outlook e-mail in Microsoft Dynamics CRM
65(1)
Task C Sending template-based e-mails in Outlook
66(1)
Task D Attaching Sales Literature to an outgoing e-mail
67(1)
Converting Outlook e-mails
68(3)
Task A Converting an e-mail to an Opportunity
68(1)
Task B Converting an e-mail to a case
69(2)
Chapter 6 Managing Sales
71(16)
Managing goals
72(4)
Task A Creating "amount" goal metrics (Step 1)
72(1)
Task B Creating "count" goal metrics (Step 2)
73(1)
Task C Creating rollup queries (Step 3)
74(1)
Task D Creating individual goals (Step 4)
75(1)
Creating and editing opportunities
76(4)
Task A Creating a new opportunity
76(1)
Task B Adding products to an opportunity
77(1)
Task C Editing an existing opportunity
78(1)
Task D Closing an opportunity
79(1)
Tracking competitors
80(2)
Task A Managing the list of competitors
80(1)
Task B Creating a relationship between a competitor and an opportunity
81(1)
Using sales literature
82(2)
Task A Adding sales literature
82(1)
Task B Viewing sales literature
83(1)
Opportunity reporting
84(3)
Task A Exporting opportunities to Excel
84(1)
Task B Running opportunity reports
85(2)
Chapter 7 Scheduling Activities within the CRM Web Client
87(8)
Working with activities in Microsoft Dynamics CRM
88(5)
Task A Viewing the calendar in Microsoft Dynamics CRM
88(1)
Task B Viewing activities linked with a record in Microsoft Dynamics CRM
89(1)
Task C Creating a new appointment
90(1)
Task D Creating a new task
91(1)
Task E Scheduling a recurring appointment
92(1)
Converting activities
93(2)
Task A Closing an activity
93(1)
Task B Converting an appointment to an opportunity
94(1)
Chapter 8 Managing Campaigns
95(12)
Creating a campaign
96(2)
Task A Creating a new campaign
96(1)
Task B Creating a campaign template
97(1)
Adding items to a campaign
98(3)
Task A Adding a planning activity to a campaign
98(1)
Task B Adding a campaign activity to a campaign
99(1)
Task C Adding a marketing list or product to a campaign
100(1)
Quick campaigns
101(1)
Task A Creating a quick campaign
101(1)
Campaign responses
102(5)
Task A Creating a campaign response
102(1)
Task B Duplicating a campaign response
103(1)
Task C Converting campaign responses to leads or opportunities
104(1)
Task D Closing a campaign response
105(2)
Chapter 9 Marketing Lists
107(8)
Creating marketing lists
108(3)
Task A Creating a static marketing list
108(1)
Task B Creating a dynamic marketing list
109(1)
Task C Activating/deactivating a marketing list
110(1)
Managing list membership
111(4)
Task A Adding records to a marketing list
111(1)
Task B Copying membership for another marketing list
112(1)
Task C Removing records from a marketing list
113(2)
Chapter 10 Letters, Envelopes, and Labels
115(8)
Running a mail merge
116(4)
Task A Selecting recipients for a mail merge
116(1)
Task B Executing a mail merge
117(1)
Task C Printing labels for customers
118(1)
Task D Printing envelopes for customers
119(1)
Creating mail merge templates in Microsoft Word
120(3)
Task A Creating personal templates
120(1)
Task B Making templates available to the entire organization
121(2)
Chapter 11 Sending E-mail
123(6)
Sending e-mail
124(2)
Task A Sending a template-based direct e-mail
124(1)
Task B Viewing a history of e-mail sent or tracked through CRM
125(1)
Sending e-mails to multiple recipients
126(2)
Task A Selecting multiple e-mail recipients
126(1)
Task B Sending an e-mail to multiple recipients
127(1)
Workflow e-mails
128(1)
Task A Configuring workflow to automatically send e-mails
128(1)
Chapter 12 Managing Contracts
129(8)
Creating contracts
130(3)
Task A Creating a new contract template
130(1)
Task B Creating a new contract
131(1)
Task C Creating a new contract line
132(1)
Working with contracts
133(4)
Task A Activating and invoicing a contract
133(1)
Task B Canceling a contract
134(1)
Task C Renewing a contract
135(2)
Chapter 13 Managing Cases
137(8)
Creating cases
138(2)
Task A Creating a new case
138(1)
Task B Entering notes for a case
139(1)
Working with cases
140(5)
Task A Assigning cases to other CRM users or queues
140(1)
Task B Resolving cases
141(1)
Task C Reactivating cases
142(1)
Task D Assigning a knowledge base article to a case
143(1)
Task E Running a neglected cases report
144(1)
Chapter 14 Using the Articles Library
145(8)
Creating articles
146(4)
Task A Creating articles
146(1)
Task B Submitting an article for approval
147(1)
Task C Publishing a knowledge-base article
148(1)
Task D Commenting on an article
149(1)
Searching and printing the articles library
150(3)
Task A Searching the articles library
150(1)
Task B Printing articles
151(2)
Chapter 15 Service Scheduling
153(10)
Viewing the service calendar
154(3)
Task A Viewing the service calendar
154(1)
Task B Filtering the service calendar
155(1)
Task C Searching the service calendar
156(1)
Scheduling service activities and appointments
157(3)
Task A Scheduling a new service activity
157(1)
Task B Rescheduling service activities
158(1)
Task C Creating a service activity for a case
159(1)
Setting up services, resources, and work hours
160(3)
Task A Creating services
160(1)
Task B Assigning resources to services
161(1)
Task C Managing service resource work hours
162(1)
Chapter 16 Import and Export
163(10)
Using the Import Data Wizard
164(5)
Task A Importing a text file
164(1)
Task B Importing multiple files
165(1)
Task C Analyzing your import job
166(1)
Task D Dealing with failed import records
167(1)
Task E Deleting all records created by an import
168(1)
Exporting data
169(2)
Task A Exporting data to Excel
169(1)
Task B Exporting data to Excel for cleanup and re-import
170(1)
Using Excel exports for reporting
171(2)
Task A Exporting a dynamic Excel PivotTable
171(1)
Task B Exporting a dynamic Excel spreadsheet
172(1)
Chapter 17 Automated Processes
173(6)
Creating workflows and dialogs
174(5)
Task A Workflow example: Forcing a new follow-up activity when opportunities are created
174(1)
Task B Workflow example: Creating an e-mail when leads are created
175(1)
Task C Running an on-demand workflow
176(1)
Task D Creating a dialog
177(2)
Chapter 18 Customizing Your Solution
179(12)
Creating entities
180(2)
Task A Creating a new entity
180(1)
Task B Publishing customizations
181(1)
Customizing fields
182(3)
Task A Creating a new field for an entity
182(1)
Task B Creating a security-enabled field
183(1)
Task C Creating a global option set
184(1)
Customizing forms and views
185(6)
Task A Editing the form for an entity
185(1)
Task B Adding sub-grids to a form
186(1)
Task C Customizing the left navigation pane for a form
187(1)
Task D Creating a system view
188(1)
Task E Enabling auditing
189(2)
Chapter 19 Managing Users and Security Roles
191(8)
Creating users
192(3)
Task A Adding a new user
192(1)
Task B Disabling a user record
193(1)
Task C Reassigning user information
194(1)
Security roles
195(2)
Task A Creating a security role
195(1)
Task B Assigning a security role to a user
196(1)
CRM Online users
197(2)
Task A Managing licensing and purchased storage
197(1)
Task B Creating a Windows Live ID
198(1)
Chapter 20 Creating Business Units and Teams
199(8)
Working with business units
200(4)
Task A Creating a business unit
200(1)
Task B Changing settings for an existing business unit
201(1)
Task C Disabling a business unit
202(1)
Task D Changing the business unit for a user
203(1)
Working with teams
204(3)
Task A Creating a new team
204(1)
Task B Changing team membership
205(2)
Chapter 21 Sharing and Assigning Records
207(6)
Sharing records with others
208(2)
Task A Sharing a record with another CRM user, team, or business unit
208(1)
Task B Checking your access for a record
209(1)
Assigning records to others
210(3)
Task A Assigning a record to another CRM user, team, or business unit
210(1)
Task B Sharing or assigning multiple records
211(2)
Index 213
Edward Kachinske has written or co-written more than 25 books on CRM-related topics, including Maximizing Your Sales with Microsoft Dynamics CRM 4.0, Maximizing Your Sales with Salesforce.com, and Managing Contacts with Outlook. He is a frequent speaker at CRM-related conferences and is on the Microsoft Dynamics EC Advisory Board. Edward is the President of Innovative Solutions, a Gold Certified Microsoft Dynamics CRM Partner. He is certified in Microsoft Dynamics CRM and is a Microsoft Certified Trainer. Timothy Kachinske has written more than a dozen books on CRM and non-profit management topics. Titles written by Tim include Maximizing Your Sales with Microsoft Dynamics CRM 4.0 and 90 Days to Success in Fundraising. He has 17 years of experience as a development officer for various non-profit organizations, and he has been designing CRM solutions for NFP organizations for more than a decade. Tim teaches an online class on Microsoft Dynamics CRM and a class on non-profit fundraising through a consortium of colleges and universities. He is a Microsoft Certified Trainer and is certified in Microsoft Dynamics CRM and SharePoint. Adam Kachinske is a CRM consultant for Innovative Solutions in Washington, DC. This is his second book on Microsoft Dynamics CRM. Adam is a Microsoft Certified Technical Specialist for Microsoft Dynamics CRM, and he is also certified in SharePoint.