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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

Part I: Microsoft CRM Basics

　Chapter 1: Taking a First Look at Microsoft CRM 4

　Chapter 2: Using the Outlook Client -- Or Not

　Chapter 3: Navigating the Microsoft CRM System

Part II" Setting Things Up

　Chapter 4: Personalizing Your System

　Chapter 5: Managing Territories

　Chapter 6: Managing Business Units and Teams

　Chapter 7: Using the Product Catalog

　Chapter 8: Understanding Security and Access Rights

　Chapter 9: Implementing Business Rules and Workflow

　Chapter 10: Creating and Running Reports

Part III" Managing Sales

　Chapter 11: Setting Sales Quotas and Dealing with Forecasts

　Chapter 12: Handling Leads and Opportunities

　Chapter 13: Working with Accounts and Contacts

　Chapter 14: Creating and Managing Activities

　Chapter 15: Using Notes and Attachments

　Chapter 16: Generating Quotes, Orders, and Invoices

　Chapter 17: Setting Up Sales Literature and Dealing with Competitors

　Chapter 18: Implementing Sales Processes.

Part IV: Making the Most of Marketing

　Chapter 19: Targeting Accounts and Contacts

　Chapter 20: Managing Campaigns

　Chapter 21: Integrating Your Web Site

Part V: Taking Care of your Customers

　Chapter 22: Working with Cases

　Chapter 23: Managing Your Subjects

　Chapter 24: Creating and Using the Knowledge Base

　Chapter 25：Managing queues

　Chapter 26: Working with Contracts

Part VI: The Part of Tens

　Chapter 27: The Top 10 (or So) Add-on Products for Microsoft CRM 4..

　Chapter 28: Ten Ways to Get Help

Appendix A: Converting to Microsoft CRM

Appendix B: Managing Your Data

Index

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作者介绍：Joel Scott

　　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.

书籍介绍

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!