Special Edition Using Microsoft CRM

A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.

Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage small businesses with the sophisticated technology that, until now, has been reserved for large corporations. Based on the author's real-world experience building CRM systems, this book provides the expert advice that MS CRM users need. To make the move to customer-centric operations using MS CRM, companies need an in-depth guide to managing the process, using the software, and making the implementation decisions that are required.

Table of Contents

1.Introduction.

WhoShouldReadThisBook?

MarketingProductManagers,InformationManagers,DatabaseAnalysts,andReportingSpecialists.
StrategicPlanners,BusinessDevelopmentManagers,ChangeManagers,andMarketStrategists.
FinancialManagersandPricingandProfitabilityAnalysts.AdvertisingandPublicRelationsSpecialists,
SalesandServicePersonnel,PromotionandCampaignManagers.AccountExecutivesandRegional
Managers.

AMultilevelReference.

ApplyCRMPrinciplesinYourBusiness.ImplementMicrosoftCRMforYourCompany.
CustomizeYourInstallationofMicrosoftCRM.GrowYourCRMSystemasYourBusinessGrows.
UnderstandtheCRMMarketplace.ManageYourRelationshipwithServiceVendors.Integrate
MicrosoftCRMwithYourOtherApplicationsandData.RedesignYourBusinesstobeMoreCustomer-Centric.AccesstheCRMCommunity.FindConsultingHelpforImplementingMicrosoftCRM.

SpecialFeaturesintheBook.

Tips.Notes.Cautions.Troubleshooting.Cross-References.UseCaseCorner.

Summary.

2.CRMBasics.

CRMIsaBusinessStrategy.

CRMIsComprehensive.CRMHelpsYouPuttheCustomerFirst.CRMMeasuresBusinessPerformance.

EffectsofE-businessandEvolvingCapabilities.

EnterpriseApplications.BusinessProcessIntegration(BPI).InternalandExternalIntegration.Business
PerformanceMonitoring.

Microsoft'sCRMProduct.

DeliveredinEditions.IntroducingtheComponentsofMicrosoftCRM.

InteractingwithCRMSystems.

GoalsofCRMSystems.HowtoSetUpaCRMSystem.

Summary.

3.TheCRMLandscape:WhyNow?

CRMSystemEvolution.MarketingDepartmentChanges.CRMandTransactionProcessing.

OppositeNeedsforOppositeGoals.TheHorizontalView.TheHolisticView.CRMRequirements.

ChangeManagementandMarketStrategy.

IntroductionofNewChannels.BusinessProcessIntegration(BPI).BusinesstoBusinessExchange.InformationTechnologyasEnablingPartner.

TheTechnologyofMicrosoftCRM.

BenefitsforBusiness.DistributedComputing.VendorCollaboration.

Summary.

4.MicrosoftCRMFunctionalandConceptualOverview.

MicrosoftBusinessSolutions,Microsoft,andMicrosoftGreatPlains.MicrosoftCRMProduct
Positioning.MicrosoftCRMVersionsandLicensing.MicrosoftCRMUserInterfaces.Named
UserLicensing.CRMPlatform.MicrosoftCRMConcepts.

Leads,Contacts,andAccounts.

OpportunitiesandCases.

ActivitiesandNotes.SubjectsandProducts.

CoreCRMObjects.

Contacts.ContactStatus.eResources.Accounts.

UseCaseCorner-ExpeditingActivityRecordCreation.Summary.

5.SettingUpMicrosoftCRM.

ArrivingatConsensus.GlobalSettings.

SystemSettings.Auto-Numbering.FiscalYearSettings.

MicrosoftCRMOrganizationStructureandSecurity.

UsersandTeams.PrivilegesandAccessLevels.BusinessUnits.Roles.Queues.Quotas.

DeleteVersusDeactivate.MicrosoftCRM,ExchangeServer,andActiveDirectory.
TheMicrosoftCRMExchangeConnector.Owners,Assignment,andSharing.
SubjectHierarchyinMicrosoftCRM.ProductCatalog.

DiscountLists.UnitGroups.PriceLists.Products.KitProducts.

TemplateManager.UseCaseCorner.Summary.

6.HomePage,Workplace,andNavigation.

TheMicrosoftCRMHomePage.

UserIndicator.MenuBar.NavigationPane.QuickCreate.ContentArea.BottomBar.

MicrosoftCRMNavigationMap.SettingtheMiscellaneousUserOptions.MicrosoftCRMInfo
ViewsandSearching.

FindControl.ViewControl.ActionBar.GridHeader.GridControl.GridFooter.ABCorJump
Bar.AdvancedFind.

Workplace.

TheWorkplaceSub-area.Queues.TheCalendarSub-area.TheActivitiesSub-area.
TheKnowledgeBaseSub-area.

ErrorsinMicrosoftCRM.UseCaseCorner-NavigationtoOtherResourcesthrougha
SimpleQuickLaunchCustomization.Summary.

7.SalesForceAutomation(SFA).

B2BVersusB2C.Leads.

LeadConversion.

SalesTerritoryManager.Quotas.Opportunities.

SettingupaSalesOpportunity.

Products.

OtherContacts.Sales.Quotes.Orders.Invoices.

Competitors.ActivitiesandSalesProcess.MarketingFunctionality.

LeadManagement.ListManagementandUserDataImports.DirectEmail.MailMerge.
MarketingEncyclopedia(SalesLiterature).

UseCaseCorner-TrackingMarketingCampaigns.Summary.

8.MicrosoftCRMSalesforOutlook.

OfflineConcepts.TheMicrosoftCRMSalesforOutlookInterface.MailboxesandFolders.

ExchangeMailbox.PersonalFolderFile.OfflineFolderFile.PublicFolders.ArchiveFile.CRMFolders.

TypicalMicrosoftCRMConfiguration.

PromotingEmailstoCRMActivities.MailMerge.

GoingOffline/Synchronizing.

AmountofDatatoTakeOffline.DataConflicts.RecoveryfromDroppedConnectionsor
HardwareFailure.Scalability.

SynchronizationUndertheHood.ConfigurationandCustomization.Deployment
Considerations.UseCaseCorner-MobilePortal:ExtendingtheReachofMicrosoftCRM.

AccessCustomerData.MaintenanceandInstallation.Availability.

Summary.

Acknowledgement.

9.CustomerService.

CustomerServiceConcepts.UnderstandingCustomerServiceObjectRelationships.
ContractTemplates.ServiceContracts.

InvoicedStatus.ContractObjectFields.ContractLineItems.ContractLineItemCalendar.

Cases.

UsingActivitieswithCases.

Queues.

UserQueues.PublicQueues.KB(KnowledgeBase)Manager.ArticleQueues.
SubjectsandArticles.SearchTab.

UseCaseCorner-GracefullyTransitioningaNewCustomertoYourServiceDepartment.Summary.

10.MicrosoftCRMReports.

ReportNavigation.

SearchingwithinReports.FilteringReports.GroupingReports.DrillingDowntoSubreports.
Charts.ExportingReport
Data.ReportsTable.

ReportCreationandModification.UseCaseCorner-c360SearchPacforMicrosoftCRM.

Multi-FieldSearch.

Summary.

Acknowledgement.

11.ConfiguringMicrosoftCRM.

WhyConfigure?ConfigurationTools.DeploymentManager.

SchemaManager.Attributes-AddingSchemaFields.EntityMapper.Attributes-AddingNewMappings.UserManager.LicenseManager.ServerManager.Importing,
Exporting,andPublishingXML.

SystemCustomization.CustomizingForms.StatusandStatusReason.

CustomizingPreviews.AddingandCustomizingViews.

UseCaseCorner-AddingJavaScripttotheOnChangeEventofPicklistFields.Summary.

12.Workflow.

WorkflowManager.

TriggeringWorkflow.ManualWorkflow.AssignWorkflow.CreateWorkflow.
ChangeStatusWorkflow.Rules
VersusSalesProcesses.

WorkflowActions.

CreateActivity.CreateNote.SendEmail.UpdateObject.ChangeStatus.
AssignObject.PostURL.RunSubprocess.Stop.

WorkflowConditions.

CheckforConditions.WaitForConditions.WaitforTimer.

CreatingaSalesProcess.WorkflowMonitor.WorkflowSecuritySettings.UseCaseCorner-AutomatingBusinessProcessesThroughtheMicrosoftCRMWorkflowMonitor.Summary.

13.MicrosoftCRMIntegrationandDataConversion.

IntegrationBasics.IntegrationComponents.IntegrationPoints.IntegrationDeployment.
IntegrationArchitecture.IntegrationSettings.BizTalkDocumentTracking.InitialDataMigration.
UseCaseCorner-ScribeMigrateforMicrosoftCRM:DataMigration.

MigratingCustomerData.Connectivity.Availability.AboutScribeSoftwareCorporation.

Summary.

Acknowledgement.

14.CustomizingMicrosoftCRM.

MicrosoftCRMConfigurationFiles.

web.config.isv.config.

LinksCustomization.WebResourcesCustomization.MicrosoftCRMSDK.

BeforeWeBegin.TheRunMethod.

CloneCustomization.ActivitySummaryCustomization.Summary.

Acknowledgement.

15.RedesigningYourBusinessforCustomer-Centricity.

MaketheCustomertheBasisforCRMDesign.IntegrateCRMAcrosstheEnterprise.AdopttheStrategic
View.ManageCustomerInformationasanAsset.FuseTraditionalande-Channels.UtilizeCRMAcross
BusinessModels.UnderstandYourBusinessProcess.

TheGoal.IdentifyRolesandResources.Build"BestGuess"Models.Validate"BestGuess"Models.
ConductInterviewswithInternalExpertsandExternalSources.AnalyzeandImproveModels.
GenerateRecommendations.PresentDeliverables.UnderstandDifferentViewpointsinYourBusiness.
AligningwiththeCustomerView.

FromBusinessAmbiguitytoTechnicalPrecision.EnablingCustomer-CentricProcesseswithMicrosoftCRM.

AutomatingBusinessProcesses.AutomatingYourSalesProcess.MarketingandCommunications.
AutomatingYourCustomerServiceProcess.

ArchitectingaShorterTime-to-Market.UseCaseCorner.Summary.

16.ManagingYourServiceVendors.

EstablishingYourRequirements.

DefiningaRequiredTechnologyService.AdoptinganIterativeApproach.StagingDelivery
ThroughReleases.PrioritizingYourBusinessNeeds.GettingEarlyCustomerFeedback.

FindingtheBestProductsandServices.

WhattoLookforinaVendor.DevelopingaVendorSWOTMatrix.ContractsandEmploymentAgreements.

CommunicatingYourRequirements.

WhoAreYouCommunicatingWith?What'sthePlanforCommunicating?OwningaBusinessApp.
BuildingProactiveCommunications.

IntegrateYourVendors.

WhatAreTechnicalComponents?One-StopShopping."BestofBreed"Composition.

TyingItAllTogether.

IdentifyRolesandResources.Build"BestGuess"Models.Validate"BestGuess"Models.
ConductInterviewswithInternalExpertsandExternalSources.AnalyzeandImproveModels.
GenerateRecommendations.PresentDeliverables.AfterImplementation.

PartnershipModel.

StrategicVision.BusinessCase.ProjectScope.BusinessRequirements.UserModel.
ComponentDesign.Construction.
Test.Implementation.

UseCaseCorner.

StepOne.StepTwo.StepThree.

Summary.

17.InstallingandMaintainingVendorSoftwareandServices.

SettheDirection.

IdentifySolutionsandSolutionProviders.WorkThroughRequirementsandProjectPlanning.
SelectaPilotorPrototype
Project.EvaluateResults.

ImplementationStrategiesforCRMProjects.

Utilizing"EarlyReturns"ToPromoteYourProject.SelectingandDevelopingComponentSponsors.
OrganizingtheCRMProject.

HandlingChangesandContinuousImprovement.

SelectingaProjectApproach.ChoosingtheBestApproach.ContinuousCorrections.
ConveyCorrections.ModelCorrections.

TheValidationandVerificationProcesses.

Quality,Testing,andTestPlanning.CategoriesofTesting.RecommendedApproach.
IdentifiedTestingforReleaseI.

UseCaseCorner.Summary.

18.UnderstandingtheCRMMarketplace.

MarketDynamics.

TheCRMMarket.CRMCompetitors.

Microsoft'sResellerPartnerChannel.ThreeAspectsofCorporateCRM.DataWarehousing.

Reporting.AnalyticApplications.CustomerInformation.

OtherServicesRelatedtoCRM.

eCommerce.CampaignManagement.HelpingCustomersHelpThemselves.
WebContentManagementASPVendors.CustomerContact.FieldServiceAutomation.
SalesForceAutomation.

SolutionsfortheSmallandMid-SizedBusiness.UseCaseCorner.Summary.

19.AccessingtheCRMOnlineCommunity.

OnlineCommunities.

SiteRulesandRegulations.PracticeSafeInteractions.

CRMCommunitiesBenefits.

PeerSupport.RepliestoQuestions.InformationExchange.ReadOther'sQuestionsandAnswers.
ResourcesforFurtherResearch.VendorandConsultingSources.LinkstoOtherPublications.
Work,Partnering,andCollaborationOpportunities.

TranslatingfromCorporateCRMtoMicrosoftCRMfortheSME.

WhattoLookFor.AWordofCaution.

CategoriesofSites.

CommunitiesandAssociations.News.Publications.Resources.Inspiration.

SitesbyCategory.

CommunitiesandAssociations.News.Publications.Resources.Inspiration.

Summary.

20.SelectingaConsultantforHelpImplementingMicrosoftCRM.

ReasonstoHireaConsultant.

FamiliarwithBestPractices.TechnologyTransfertoYourEmployees.ProvenMethodsCan
ShortenImplementationTime.

WhattoLookforinaBusinessTechnologyConsultant.

LooselyCoupledRelationshipswithaVarietyofResources.ExperienceAcrossIndustries.
OrientationandEducation.
VarietyofCommunicationsModels.AbilitytoActasTranslator.

DueDiligence.

Credentials.Referrals.Professionals.WrittenProposals.CustomerFirst.

DefiningSpecialists.WhattoExpectafterYouSign.Summary.

21.FutureDirectionsforMicrosoftCRM.

Background.MarketTiming.TheNextStep-MicrosoftBusinessFramework(MBF).Short-andLong
-TermDirection.Summary.

Index.