- 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
Summary
Technology leaders in all industries must manage their relationships with vendors so that they receive the products and services needed without losing ownership of the projects involved. This chapter offers some techniques and methods that were developed in a variety of different technical settings. They will help you get clear about what you need and help you convey those needs to all the vendors you will require.
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