Chapter 5. Setting Up Microsoft CRM

In this chapter

Arriving at Consensus

Global Settings

Microsoft CRM Organization Structure and Security

Delete Versus Deactivate

Microsoft CRM, Exchange Server, and Active Directory

The Mircosoft CRM Exchange Connector

Owners, Assignment, and Sharing

Subject Hierarchy in Microsoft CRM

Product Catalog

Template Manager

Use Case Corner

Summary

This chapter deals with setting up Microsoft CRM at the organizational level. For information about how to set user options, refer to Chapter 6, “Homepage, Workplace, and Navigation.”

Microsoft CRM marketing talked about how it requires little setup time and has a low need for consulting. However, those who have been involved in CRM projects know that a lot needs to happen outside of the actual CRM product to make the initiative as a whole successful. This is not to say that CRM projects need to be lengthy and expensive, rather it is important to understand that implementing CRM is about more than installing a software package. CRM projects by and large involve organizational change, process refinement, and the integration of multiple technologies. Just because the software is easy to use doesn't mean you can install it and go.

All this is leading to the fact that, as with all things in life, it pays to involve trained, experienced resources that have been through CRM implementations. On that note, think of this chapter as a guide to help you become organized when working with a trained consultant to implement your system. We'll review the data you need to gather for your implementation as well as how to set it up in the system. Throughout the chapter we'll sprinkle in design considerations and their possible repercussions.