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E-raamat: Microsoft Dynamics CRM 4 For Dummies

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

Formaat: EPUB+DRM
Ilmumisaeg: 10-Feb-2011
Kirjastus: For Dummies
Keel: eng
ISBN-13: 9781118052600

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Formaat: EPUB+DRM
Ilmumisaeg: 10-Feb-2011
Kirjastus: For Dummies
Keel: eng
ISBN-13: 9781118052600

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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)

How CRM Fits in the Market

(1)

How to Use This Book

(1)

Foolish Assumptions

(1)

How This Book Is Organized

(2)

Microsoft CRM Basics

(1)

Setting Things Up

(1)

Managing Sales

(1)

Making the Most of Marketing

(1)

Taking Care of Your Customers

(1)

The Part of Tens

(1)

Icons Used in This Book

(1)

Where to Go from Here

(2)

Part 1: Microsoft CRM Basics

(38)

Taking a First Look at Microsoft CRM 4

(12)

Tracking Your Contacts

(1)

Communicating with the Outside World

(1)

Integrating with Accounting

(1)

Why integrate?

(1)

Other accounting systems

(1)

Setting Up Business Processes

(1)

Coordinating Microsoft CRM with Your Success Plan

(2)

Defining your goals

(1)

Implementing a pilot program

(1)

Live versus On-Premise

(3)

Security

(1)

Access

(1)

Total cost of ownership

(1)

Being Mobile

(1)

Server Editions

(2)

Workgroup

(1)

Professional

(1)

Enterprise

(1)

Migrating from one version to another

(1)

Using Microsoft CRM Successfully

(1)

Using the Outlook Client --- Or Not

(8)

The Microsoft CRM Online Outlook Client

(3)

The Microsoft CRM Offline Outlook Client

(1)

The Microsoft CRM Web Client

(1)

What's New in Microsoft CRM 4 Outlook Client

(3)

Navigating the Microsoft CRM System

(16)

Whirlwind Tour of the Screen

(4)

Navigation pane

(1)

Status bar

(1)

Window

(2)

First Things First --- Singing On

(1)

The Workplace Is Your Starting Point

(4)

Navigating at the application level

(1)

Navigating at the record level

(1)

Your first navigation lessons

(2)

Filtering and Searching for Records

(6)

Filtering records

(1)

Searching with the magnifying glass icon

(1)

Searching with the Form Assistant

(1)

Searching with the Advanced Find feature

(3)

Using the Resource Center

(1)

Part II: Setting Things Up

(90)

Personalizing Your System

(16)

Tailoring the System to Suit Your Needs

(10)

General tab: Customizing a variety of user preferences

(3)

Workplace tab: Simplifying your navigation pane

(1)

Activities tab: Displaying appointments and setting your work hours

(1)

Formats tab: Adapting CRM to your part of the world

(1)

E-mail Templates tab: Speed the process of handling e-mails

(1)

E-mail tab: Routing your CRM messages

(1)

Privacy tab: Indicating when to report errors to Microsoft

(1)

Language tab: Choosing the language you see onscreen

(1)

Establishing Your User Profile

(6)

Providing general information about yourself

(1)

Joining teams to share records

(1)

Viewing security roles

(1)

Announcing which hours you'll be working

(1)

Monitoring workflows

(2)

Managing Territories

(6)

Setting Up Sales Territories

(3)

Managing Territories

(2)

Managing Business Units and Teams

(6)

Managing Business Units

(2)

Managing Teams

(4)

Creating Teams

(1)

Assigning users to teams

(2)

Using the Product Catalog

(14)

Overview of the Product Catalog

(1)

Getting to the Product Catalog Window

(1)

Creating a Discount List

(3)

Creating a Unit Group

(2)

Creating a Price List

(3)

Adding Products

(4)

Understanding Security and Access Rights

(12)

Security Overview

(1)

Setting Restrictions with User Privileges

(1)

Further Defining Permissions with Access Levels

(1)

Looking at Predefined Roles

(2)

Assigning Roles

(1)

Sharing Information with Others on Your Team

(1)

Defining a team

(1)

Sharing and assigning

(1)

Unsharing

(1)

Sharing and Not Sharing Data

(5)

Sharing records

(2)

Sharing multiple records

(1)

Unsharing records

(1)

Assigning records

(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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