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Wiley 978-0-470-34325-8 Datasheet

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Contents at a Glance
Introduction .................................................................1
Part I: Microsoft CRM Basics.........................................7
Chapter 1: Taking a First Look at Microsoft CRM 4........................................................9
Chapter 2: Using the Outlook Client — Or Not.............................................................21
Chapter 3: Navigating the Microsoft CRM System .......................................................29
Part II: Setting Things Up ...........................................45
Chapter 4: Personalizing Your System...........................................................................47
Chapter 5: Managing Territories.....................................................................................63
Chapter 6: Managing Business Units and Teams..........................................................69
Chapter 7: Using the Product Catalog ...........................................................................75
Chapter 8: Understanding Security and Access Rights...............................................89
Chapter 9: Implementing Business Rules and Workflow...........................................101
Chapter 10: Creating and Running Reports ................................................................117
Part III: Managing Sales...........................................135
Chapter 11: Setting Sales Quotas and Dealing with Forecasts .................................137
Chapter 12: Handling Leads and Opportunities.........................................................149
Chapter 13: Working with Accounts and Contacts ....................................................165
Chapter 14: Creating and Managing Activities............................................................179
Chapter 15: Using Notes and Attachments .................................................................191
Chapter 16: Generating Quotes, Orders, and Invoices..............................................197
Chapter 17: Setting Up Sales Literature and Dealing with Competitors..................207
Chapter 18: Implementing Sales Processes.................................................................215
Part IV: Making the Most of Marketing ......................221
Chapter 19: Targeting Accounts and Contacts ...........................................................223
Chapter 20: Managing Campaigns................................................................................243
Chapter 21: Integrating Your Web Site.........................................................................267
Part V: Taking Care of Your Customers .......................275
Chapter 22: Working with Cases...................................................................................277
Chapter 23: Managing Your Subjects ...........................................................................295
Chapter 24: Creating and Using the Knowledge Base................................................311
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Summary of Contents

Page 1 - Contents at a Glance

Contents at a GlanceIntroduction ...1Part I: Microsoft CRM Basics...

Page 2

Microsoft Dynamics CRM 4 For Dummies xviiiChapter 28: Ten Ways to Get Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .355Using Microso

Page 3 - Table of Contents

Chapter 25: Managing Queues...323Chapter 26: Working with Contracts

Page 4

Table of ContentsIntroduction...1How CRM Fits in the Market ...

Page 5

Chapter 2: Using the Outlook Client — Or Not . . . . . . . . . . . . . . . . . . . .21The Microsoft CRM Online Outlook Client ...

Page 6

Chapter 5: Managing Territories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63Setting Up Sales Territories ...

Page 7

Microsoft Dynamics CRM 4 For Dummies xivWorkflow Glossary...114Eve

Page 8

Adding and Editing Accounts and Subaccounts ...166Exploring account records and their four sections...

Page 9

Microsoft Dynamics CRM 4 For Dummies xviPart IV: Making the Most of Marketing...221Chapter 19: Targeting Accounts and Contacts .

Page 10

xviiTable of ContentsRemoving a Subject.....................301Relating Subjects to O

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