Salesforce.com For Dummies

Tom Wong is Vice President, Dreamforce, Customer Marketing Programs, at Salesforce.com and a leading authority on CRM. Liz Kao is a salesforce.com consultant and Software as a Service expert who advises companies on their CRM needs. Matt Kaufman is CEO of MK Partners, a leader in salesforce.com consulting for the public sector and nonprofit organizations.

Introduction. Part I: Salesforce Basics. Chapter 1: Looking Over Salesforce. Chapter 2: Navigating Salesforce. Chapter 3: Personalizing Your System. Part II: Keeping Track of Customer Relationships. Chapter 4: Managing Accounts. Chapter 5: Developing Contacts. Chapter 6: Collaborating with Chatter. Chapter 7: Managing Activities. Chapter 8: Sending E-Mail. Part III: Driving Sales with Sales Cloud. Chapter 9: Prospecting Leads. Chapter 10: Tracking Opportunities. Chapter 11: Tracking Products, Price Books, and Quotes. Chapter 12: Managing Your Partners. Part IV: Optimizing Marketing with Sales Cloud. Chapter 13: Driving Demand with Campaigns. Chapter 14: Building Your Internet Marketing Channel. Chapter 15: Driving Sales Effectiveness with Document Management. Part V: Delighting Customers with Service Cloud. Chapter 16: Performing Fast and Accurate Support. Chapter 17: Managing Your Service Cloud 2 Solution. Part VI: Measuring Overall Business Performance. Chapter 18: Analyzing Data with Reports. Chapter 19: Seeing the Big Picture with Dashboards. Part VII: Designing the Solution with Force.com. Chapter 20: Fine-Tuning the Confi guration. Chapter 21: Customizing Salesforce with Force.com. Chapter 22: Extending Salesforce beyond CRM with Custom Cloud. Chapter 23: Migrating and Maintaining Your Data. Part VIII: The Part of Tens. Chapter 24: Ten Ways to Drive More Productivity. Chapter 25: Ten Keys to a Successful Implementation. Index.