Datasheet

Table of Contents
Introduction..................................................................1
How CRM Fits in the Market ...........................................................................1
How to Use This Book .....................................................................................2
Foolish Assumptions .......................................................................................2
How This Book Is Organized...........................................................................3
Part I: Microsoft CRM Basics.................................................................3
Part II: Setting the Settings....................................................................3
Part III: Managing Sales..........................................................................4
Part IV: Making the Most of Marketing ................................................4
Part V: Taking Care of Your Customers ...............................................4
Part VI: The Part of Tens .......................................................................4
Icons Used in This Book..................................................................................5
Where to Go from Here....................................................................................5
Part I: Microsoft CRM Basics .........................................7
Chapter 1: Taking a First Look at Microsoft CRM 3 . . . . . . . . . . . . . . . . .9
Tracking Your Contacts.................................................................................10
Communicating with the Outside World.....................................................10
Integrating with Accounting .........................................................................11
Why integrate?......................................................................................11
Other accounting systems ..................................................................12
Setting Up Business Processes.....................................................................12
Coordinating Microsoft CRM with Your Success Plan...............................14
Defining your goals ..............................................................................14
Implementing a pilot program............................................................15
Deciding Whether Microsoft CRM Fits Your Needs...................................16
Using Microsoft CRM Successfully...............................................................17
Chapter 2: Navigating the Microsoft CRM System . . . . . . . . . . . . . . . .19
Whirlwind Tour of the Screen.......................................................................19
Menu bar................................................................................................20
Toolbar...................................................................................................21
Navigation pane....................................................................................21
Status bar ..............................................................................................22
Window..................................................................................................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
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