| Introduction | | 1 | |
| How CRM Fits in the Market |
| | 1 | |
| | 2 | |
| | 2 | |
| How This Book Is Organized |
| | 3 | |
| Part I: Microsoft CRM Basics |
| | 3 | |
| Part II: Setting the Settings |
| | 3 | |
| | 4 | |
| Part IV: Making the Most of Marketing |
| | 4 | |
| Part V: Taking Care of Your Customers |
| | 4 | |
| Part VI: The Part of Tens |
| | 4 | |
| | 5 | |
| | 5 | |
| Part I: Microsoft CRM Basics |
| | 7 | |
| Taking a First Look at Microsoft CRM 3 |
| | 9 | |
| | 10 | |
| Communicating with the Outside World |
| | 10 | |
| Integrating with Accounting |
| | 11 | |
| | 11 | |
| | 12 | |
| Setting Up Business Processes |
| | 12 | |
| Coordinating Microsoft CRM with Your Success Plan |
| | 14 | |
| | 14 | |
| Implementing a pilot program |
| | 15 | |
| Deciding Whether Microsoft CRM Fits Your Needs |
| | 16 | |
| Using Microsoft CRM Successfully |
| | 17 | |
| Navigating the Microsoft CRM System |
| | 19 | |
| Whirlwind Tour of the Screen |
| | 19 | |
| | 20 | |
| | 21 | |
| | 21 | |
| | 22 | |
| | 22 | |
| First Things First --- Signing On |
| | 24 | |
| The Workplace Is Your Starting Point |
| | 25 | |
| Navigating at the application level |
| | 25 | |
| Navigating at the record level |
| | 25 | |
| Your first navigation lessons |
| | 27 | |
| Filtering and Searching for Records |
| | 29 | |
| | 29 | |
| Searching with the magnifying glass icon |
| | 30 | |
| Searching with the Form Assistant |
| | 33 | |
| Searching with the Advanced Find Feature |
| | 33 | |
| Using Microsoft CRM Online and Offline |
| | 37 | |
| | 38 | |
| | 38 | |
| Using Microsoft CRM functions |
| | 39 | |
| Outlook client mail merge |
| | 40 | |
| | 41 | |
| | 43 | |
| Synchronizing the Outlook client with your server |
| | 44 | |
| Setting data group (sync) filters |
| | 44 | |
| | 47 | |
| Setting Up the Outlook Client Workplace |
| | 48 | |
| Part II: Setting the Settings |
| | 49 | |
| Personalizing Your System |
| | 51 | |
| Tailoring the System to Suit Your Needs |
| | 51 | |
| | 52 | |
| | 54 | |
| | 55 | |
| | 56 | |
| | 58 | |
| | 59 | |
| | 60 | |
| | 60 | |
| | 60 | |
| | 60 | |
| Understanding Security and Access Rights |
| | 63 | |
| | 64 | |
| | 64 | |
| | 64 | |
| | 65 | |
| | 67 | |
| Sharing Information with Others on Your Team |
| | 67 | |
| | 68 | |
| | 68 | |
| | 68 | |
| Sharing and Not Sharing Data |
| | 68 | |
| | 69 | |
| | 71 | |
| Streamlining the assignment of permissions |
| | 72 | |
| Managing Territories, Business Units, and Teams |
| | 73 | |
| Setting Up Sales Territories |
| | 73 | |
| | 77 | |
| | 78 | |
| | 80 | |
| | 80 | |
| | 81 | |
| | 83 | |
| | 84 | |
| | 84 | |
| | 84 | |
| | 85 | |
| Planning Your Sales Stages |
| | 86 | |
| Implementing Rules and Workflow |
| | 89 | |
| Describing the Limitations of Workflow |
| | 90 | |
| | 91 | |
| | 96 | |
| | 96 | |
| | 97 | |
| | 99 | |
| | 99 | |
| | 101 | |
| | 101 | |
| | 101 | |
| | 102 | |
| Creating and Using the Knowledge Base |
| | 105 | |
| Organizing Information for Your Knowledge Base |
| | 105 | |
| Creating Article Templates |
| | 106 | |
| Creating a Knowledge Base Article |
| | 108 | |
| Submitting a draft article |
| | 111 | |
| | 112 | |
| Searching the Knowledge Base |
| | 114 | |
| Setting Up the Product Catalog |
| | 117 | |
| Overview of the Product Catalog |
| | 117 | |
| Getting to the Product Catalog Window |
| | 118 | |
| | 119 | |
| | 121 | |
| | 124 | |
| | 127 | |
| | 131 | |
| Identifying Report Categories |
| | 132 | |
| | 133 | |
| | 135 | |
| | 138 | |
| Exporting and Printing Your Report |
| | 139 | |
| Exporting Records to Excel |
| | 140 | |
| | 143 | |
| | 143 | |
| | 145 | |
| | 147 | |
| Working with Accounts and Contacts |
| | 149 | |
| Adding and Editing Accounts and Subaccounts |
| | 150 | |
| Account records and their four sections |
| | 150 | |
| | 154 | |
| Finding and Viewing Account Information |
| | 155 | |
| | 155 | |
| | 156 | |
| Assigning and Sharing Accounts |
| | 158 | |
| Assigning accounts to users |
| | 158 | |
| | 159 | |
| Adding and Editing Contacts |
| | 160 | |
| | 161 | |
| | 162 | |
| | 163 | |
| | 164 | |
| Creating an Appointment for Yourself |
| | 166 | |
| Scheduling for Other People |
| | 167 | |
| Assigning an Activity to Someone |
| | 168 | |
| | 170 | |
| Setting Sales Quotas and Generating Forecasts |
| | 171 | |
| How a Manager Sets Up Quotas |
| | 171 | |
| | 172 | |
| Setting up a salesperson's quota |
| | 173 | |
| | 174 | |
| | 177 | |
| Examining Your Forecast Data |
| | 178 | |
| | 179 | |
| | 179 | |
| | 181 | |
| Setting Up Your E-Mail Options |
| | 182 | |
| | 184 | |
| Viewing your personal e-mail |
| | 184 | |
| | 185 | |
| | 186 | |
| Adding attachments to e-mail messages |
| | 188 | |
| | 190 | |
| Assigning and Accepting E-Mail |
| | 191 | |
| | 191 | |
| | 192 | |
| Duplicate E-Mail Addresses |
| | 193 | |
| Relating E-Mails to Other Records |
| | 193 | |
| | 195 | |
| Creating an e-mail template |
| | 196 | |
| Adding data fields to a template |
| | 198 | |
| Reverting to a personal e-mail template |
| | 200 | |
| | 201 | |
| Using Advanced Find to send direct e-mail |
| | 202 | |
| Managing the unsubscribe request |
| | 206 | |
| Handling Leads and Opportunities |
| | 207 | |
| Processing Leads from Suspects to Opportunities |
| | 208 | |
| Getting to the Leads window |
| | 208 | |
| | 209 | |
| | 210 | |
| | 211 | |
| | 212 | |
| Turning a Lead into an Opportunity |
| | 212 | |
| | 214 | |
| Creating and modifying opportunities |
| | 214 | |
| Assigning and sharing opportunities |
| | 216 | |
| Relating opportunities to activities or other records |
| | 218 | |
| | 219 | |
| Closing, reopening, and deleting opportunities |
| | 220 | |
| Generating Quotes, Orders, and Invoices |
| | 223 | |
| Creating and Activating Quotes |
| | 224 | |
| | 224 | |
| | 227 | |
| Associating Opportunities and Quotes |
| | 228 | |
| | 229 | |
| Converting a Quote to an Order |
| | 230 | |
| Generating Invoices from Orders |
| | 231 | |
| Setting Up Your Sales Literature |
| | 233 | |
| | 234 | |
| | 237 | |
| Relating Literature to Competitors |
| | 238 | |
| Adding and Tracking Competitors |
| | 239 | |
| Using Notes and Attachments |
| | 241 | |
| | 241 | |
| | 244 | |
| Deleting a Note or an Attachment |
| | 245 | |
| Part IV: Making the Most of Marketing |
| | 247 | |
| Targeting Accounts and Contacts |
| | 249 | |
| Important Fields for Targeting Customers |
| | 250 | |
| Developing and Saving Marketing Lists |
| | 251 | |
| | 251 | |
| Populating a marketing list using Look Up |
| | 253 | |
| Populating a marketing list using Advanced Find |
| | 256 | |
| Developing Campaigns and Quick Campaigns |
| | 257 | |
| | 263 | |
| | 264 | |
| | 265 | |
| | 268 | |
| | 270 | |
| | 275 | |
| | 277 | |
| | 278 | |
| | 279 | |
| | 280 | |
| Part V: Taking Care of Your Customers |
| | 283 | |
| | 285 | |
| | 285 | |
| Working in the Cases Window |
| | 286 | |
| | 288 | |
| Filling in the General tab |
| | 289 | |
| Filling in the Notes and Article tab |
| | 291 | |
| Assigning and Accepting Cases |
| | 294 | |
| | 297 | |
| | 298 | |
| | 300 | |
| | 301 | |
| Scheduling Resources into Microsoft CRM |
| | 302 | |
| Setting Up a User's Schedule |
| | 306 | |
| Creating a Resource Group |
| | 306 | |
| | 308 | |
| | 310 | |
| Scheduling Service Activities |
| | 313 | |
| The Service Activity Volume Report |
| | 316 | |
| | 319 | |
| Tips for Defining Your Subjects |
| | 320 | |
| Accessing the Subjects Window |
| | 321 | |
| | 322 | |
| | 323 | |
| | 324 | |
| Relating Subjects to Other Activities |
| | 324 | |
| Relating subjects to cases |
| | 325 | |
| Putting the case link to work |
| | 326 | |
| Relating a subject to a knowledge base article |
| | 327 | |
| Putting the article link to work |
| | 330 | |
| Relating a subject to the product catalog |
| | 330 | |
| Relating a subject to sales literature |
| | 331 | |
| | 333 | |
| | 334 | |
| Personal and Public Queues |
| | 334 | |
| | 335 | |
| | 338 | |
| Assigning an activity to a queue |
| | 338 | |
| | 340 | |
| | 343 | |
| Creating a Contract Template |
| | 343 | |
| Understanding Contract Status |
| | 345 | |
| | 346 | |
| Adding Contract Lines to a New Contract |
| | 350 | |
| | 353 | |
| Creating a Case and Linking It to a Contract |
| | 353 | |
| Part VI: The Part of Tens |
| | 355 | |
| | 357 | |
| Converting and Integrating with Scribe Insight |
| | 358 | |
| Increasing Your Productivity |
| | 359 | |
| Productivity packs from c360 |
| | 359 | |
| | 360 | |
| eBridge BizTalk Server Adapter |
| | 361 | |
| | 362 | |
| Getting more from your quotes |
| | 362 | |
| | 362 | |
| | 363 | |
| | 363 | |
| Enhancing Field Service Organization |
| | 364 | |
| | 365 | |
| Using CRM's Built-in Help |
| | 366 | |
| Getting the Straight Story from Newsgroups |
| | 367 | |
| | 369 | |
| | 371 | |
| Microsoft Packaged Service and Support |
| | 372 | |
| | 372 | |
| | 372 | |
| | 373 | |
| | 373 | |
| | 374 | |
| Accessing General CRM Resources Online |
| | 374 | |
| Index | | 375 | |
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