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 Things Up.......................................................................3
Part III: Managing Sales..........................................................................3
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 4 . . . . . . . . . . . . . . . . .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...............................13
Defining your goals ..............................................................................14
Implementing a pilot program............................................................15
Live versus On-Premise.................................................................................15
Security..................................................................................................16
Access....................................................................................................16
Total cost of ownership.......................................................................17
Being Mobile ...................................................................................................18
Server Editions ...............................................................................................18
Workgroup.............................................................................................18
Professional...........................................................................................19
Enterprise..............................................................................................19
Migrating from one version to another .............................................19
Using Microsoft CRM Successfully...............................................................20
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