Microsoft CRM For Dummies (eBook)

Joel Scott is among a handful of global experts on CRM for small and medium-sized businesses. Michael DeLisa is the Director of Training at Computer Control Corporation.

Introduction.

Part I: Microsoft CRM Basics.

Chapter 1: Looking Over Microsoft CRM.

Chapter 2: Navigating the Microsoft CRM System.

Chapter 3: Personalizing Your System.

Part II: Managing Sales.

Chapter 4: Working with Accounts and Contacts.

Chapter 5: Creating and Managing Activities.

Chapter 6: Using Notes and Attachments.

Chapter 7: Using Your E-Mail.

Chapter 8: Managing Territories.

Chapter 9: Leads and Opportunities.

Chapter 10: Using the Product Catalog.

Chapter 11: Generating Quotes, Orders, and Invoices.

Chapter 12: Sales Literature and Competitors.

Chapter 13: Sales Quotas and Forecasting.

Part III: Customer Service.

Chapter 14: Working with Cases.

Chapter 15: The Subject Manager.

Chapter 16: Using the Knowledge Base.

Chapter 17: Managing the Queues.

Chapter 18: Working with Contracts.

Part IV: Managing the WorkPlace.

Chapter 19: Managing Business Units.

Chapter 20: Security and Access Rights.

Chapter 21: Implementing a Sales Process.

Chapter 22: Business Rules and Workflow.

Chapter 23: Running Reports.

Part V: The Part of Tens.

Chapter 24: Almost Ten Add-On Products.

Chapter 25: Ten Ways to Get Help.

Part VI: Appendixes.

Chapter 26: Imitating Outlook.

Chapter 27: Importing and Exporting Data.

Chapter 28: Glossary.

Chapter 29: Hardware, Networks, and Licenses.

Index.