Microsoft Crm For Dummies
The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace\ Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service\ Provides expert tips and tricks to make the software work more effectively\ Explains how to achieve...
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The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service Provides expert tips and tricks to make the software work more effectively Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Introduction1Pt. IMicrosoft CRM Basics7Ch. 1Looking Over Microsoft CRM9Ch. 2Navigating the Microsoft CRM System21Ch. 3Personalizing Your System33Pt. IIManaging Sales43Ch. 4Working with Accounts and Contacts45Ch. 5Creating and Managing Activities59Ch. 6Using Notes and Attachments71Ch. 7Using Your E-Mail77Ch. 8Managing Territories101Ch. 9Leads and Opportunities107Ch. 10Using the Product Catalog119Ch. 11Generating Quotes, Orders, and Invoices129Ch. 12Sales Literature and Competitors139Ch. 13Sales Quotas and Forecasting149Pt. IIICustomer Service159Ch. 14Working with Cases161Ch. 15The Subject Manager175Ch. 16Using the Knowledge Base191Ch. 17Managing the Queues203Ch. 18Working with Contracts215Pt. IVManaging the WorkPlace227Ch. 19Managing Business Units229Ch. 20Security and Access Rights241Ch. 21Implementing a Sales Process251Ch. 22Business Rules and Workflow261Ch. 23Running Reports275Pt. VThe Part of Tens285Ch. 24Almost Ten Add-On Products287Ch. 25Ten Ways of Get Help295Pt. VIAppendixes303Ch. 26Imitating Outlook305Ch. 27Importing and Exporting Data321Ch. 28Glossary329Ch. 29Hardware, Networks, and Licenses337Index347
