- Copyright
- About the Authors
- Acknowledgments
- We Want to Hear from You!
- Reader Services
- Introduction
- CRM Basics
- The CRM Landscape: Why Now?
- Microsoft CRM Functional and Conceptual Overview
- Microsoft Business Solutions, Microsoft, and Microsoft Great Plains
- Microsoft CRM Product Positioning
- Microsoft CRM Versions and Licensing
- Microsoft CRM User Interfaces
- Named User Licensing
- CRM Platform
- Microsoft CRM Concepts
- Opportunities and Cases
- Core CRM Objects
- Use Case Corner—Expediting Activity Record Creation
- Summary
- Setting Up Microsoft CRM
- Arriving at Consensus
- Global Settings
- Microsoft CRM Organization Structure and Security
- Delete Versus Deactivate
- Microsoft CRM, Exchange Server, and Active Directory
- The Microsoft CRM Exchange Connector
- Owners, Assignment, and Sharing
- Subject Hierarchy in Microsoft CRM
- Product Catalog
- Template Manager
- Use Case Corner
- Summary
- Home Page, Workplace, and Navigation
- Sales Force Automation (SFA)
- Microsoft CRM Sales for Outlook
- Offline Concepts
- The Microsoft CRM Sales for Outlook Interface
- Mailboxes and Folders
- Typical Microsoft CRM Configuration
- Going Offline/Synchronizing
- Synchronization Under the Hood
- Configuration and Customization
- Deployment Considerations
- Use Case Corner—Mobile Portal: Extending the Reach of Microsoft CRM
- Summary
- Customer Service
- Microsoft CRM Reports
- Configuring Microsoft CRM
- Workflow
- Microsoft CRM Integration and Data Conversion
- Customizing Microsoft CRM
- Redesigning Your Business for Customer-Centricity
- Make the Customer the Basis for CRM Design
- Integrate CRM Across the Enterprise
- Adopt the Strategic View
- Manage Customer Information as an Asset
- Fuse Traditional and e-Channels
- Utilize CRM Across Business Models
- Understand Your Business Process
- From Business Ambiguity to Technical Precision
- Enabling Customer-Centric Processes with Microsoft CRM
- Architecting a Shorter Time-to-Market
- Use Case Corner
- Summary
- Managing Your Service Vendors
- Installing and Maintaining Vendor Software and Services
- Understanding the CRM Marketplace
- Accessing the CRM Online Community
- Selecting a Consultant for Help Implementing Microsoft CRM
- Future Directions for Microsoft CRM
- About the CD-ROM
- Index
-
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