Microsoft CRM For Dummies [Paperback]

• The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace
• Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service
• Provides expert tips and tricks to make the software work more effectively
• Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships
• Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses

Part I: Microsoft CRM Basics.

Chapter 1: Looking Over Microsoft CRM.

Chapter 2: Navigating the Microsoft CRM System.

Chapter 3: Personalizing Your System.

Part II: Managing Sales.

Chapter 4: Working with Accounts and Contacts.

Chapter 5: Creating and Managing Activities.

Chapter 6: Using Notes and Attachments.

Chapter 7: Using Your E-Mail.

Chapter 8: Managing Territories.

Chapter 9: Leads and Opportunities.

Chapter 10: Using the Product Catalog.

Chapter 11: Generating Quotes, Orders, and Invoices.

Chapter 12: Sales Literature and Competitors.

Chapter 13: Sales Quotas and Forecasting.

Part III: Customer Service.

Chapter 14: Working with Cases.

Chapter 15: The Subject Manager.

Chapter 16: Using the Knowledge Base.

Chapter lc‰