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Sams Teach Yourself Microsoft Dynamics Crm 2011 in 24 Hours (Sams Teach Yourself...in 24 Hours)by Anne Stanton
Synopses & Reviews
In just 24 sessions of one hour or less, you’ll learn how to drive powerful business results with Microsoft Dynamics CRM 2011! Using this book’s straightforward, step-by-step approach, you’ll learn how to orchestrate successful CRM projects, automate processes, create more efficient workflows, optimize sales and marketing campaigns, and integrate with your other systems to do even more. One step at a time, you’ll master new features ranging from the new Ribbon interface to SharePoint integration. Each lesson builds on what you’ve already learned, helping you get the job done fast--and get it done right!
Step-by-step instructions walk you through common tasks.
Quizzes and exercises at the end of each chapter test your knowledge.
By the Way notes present information related to the discussion.
Did You Know? tips offer advice or show you easier ways to perform tasks.
Watch Out! cautions alert you to possible problems and give you advice on how to avoid them.
Learn how to...
Now, there's a practical, hands-on guide to mastering customer relationship management with Microsoft Dynamics CRM 2011. Authored by top CRM expert and blogger Anne Stanton ("The CRM Lady"), this book explains how the core Dynamics CRM 2011 fits in today's organizations, and explains everything users and managers need to make the most of it. Stanton begins with the absolute basics, including Microsoft Dynamics CRM's uses, components, and functionality; business roadmaps; and infrastructure choices. Then, step-by-step, you learn how to orchestrate successful CRM projects; automate processes; create and manage business units and users; define security roles; import contacts; distribute leads; create and track marketing campaigns; convert leads to accounts and contacts; integrate with email, Excel, and other applications; and create workflows. This edition's new coverage includes: the Ribbon interface; integration with SharePoint, and with Azure cloud services; native integration with WSS 3.0; and more. Friendly, accessible, and conversational, this book delivers a practical grounding in Microsoft Dynamics CRM 2011 without ever becoming intimidating. Each lesson builds on everything that's come before, helping you learn core techniques from the ground up. You will learn key concepts, syntax, and techniques through practical examples that apply CRM best practices and fully reflect today's CRM realities.
About the Author
Anne Stanton has a combination of business and technical expertise. She started her career in the 80s as a programmer working with ancient languages like Fortran 77, Basic, Turbo Pascal and Cobol and then built out her expertise as a master of software applications. Mid stride in 2005, she summarized her mix of computer science and business experience by going back to school. She completed her MBA with a sub specialty in Accounting. Anne has spent twenty six years working with technology and is still very passionate about all that it can do to help businesses excel. Her recent focus has been working with the Microsoft Dynamics xRM platform and Microsoft Dynamics CRM software. She was awarded as the 7th Microsoft MVP for CRM and has a long running blog, (www.crmlady.com) and twitter feed @crmlady on the subject. She has worked with Microsoft Dynamics CRM as a customer, partner practice leader and consultant starting with version 1.2 which was released in 2004. Anne is currently a Principal Business Analyst for FM Global in Johnston, RI.
Table of Contents
Part 1. Introduction to the Business Use of Microsoft Dynamics CRM
Hour 1. What is Microsoft Dynamics CRM?
Hour 2. The Basics: The CRM Functionality
Hour 3. The Business Roadmap
Hour 4. Infrastructure Choices
Part II. The Structure of Microsoft Dynamics CRM
Hour 5. Security
Hour 6. Managing Leads
Hour 7. The Account in More Detail
Hour 8. The Sales Funnel
Hour 9. Marketing Campaigns
Part III. Getting Started Using the Software
Hour 10. Getting Started Entering Data
Hour 11. Configuring Your Display
Hour 12. Contacts and Activity Capture
Hour 13. Emailing from CRM
Hour 14. Word Mail Merge
Hour 15. Outlook Integration
Hour 16. Workflow: Creating Simple Workflow
Part IV. The Support Department
Hour 17. Support Management
Hour 18. Contracts, Cases or Tickets and Capturing Time
Hour 19. Scheduling
Part V. Reporting
Hour 20. Utilizing the Power of Microsoft Excel with CRM Data
Hour 21. Reporting and Query Basics
Part VI. Expanding the Application
Hour 22. Integration to Other Applications
Hour 23. Microsoft Dynamics CRM Utilities
Hour 24. Microsoft Dynamics CRM as a Development Framework
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