Microsoft CRM 3 For Dummies


Manage sales, service, and marketing processes all together

Find out how to manage customer information to make your business more productive

Whether you're completely new to customer relationship management (CRM) software or you just want the scoop on the newest version, this handy guide will get you going. Discover how to set up CRM 3, ...

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Manage sales, service, and marketing processes all together

Find out how to manage customer information to make your business more productive

Whether you're completely new to customer relationship management (CRM) software or you just want the scoop on the newest version, this handy guide will get you going. Discover how to set up CRM 3, navigate and customize the system, use it to work with your accounts and contacts, collect leads, forecast sales, run reports, and much more.

Discover how to
* Develop and manage customer relationships
* Implement a sales process
* Set up security and access rights
* Generate quotes, orders, and invoices
* Manage leads and opportunities
* Create and use product catalogs

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Editorial Reviews

From Barnes & Noble
The Barnes & Noble Review
For thousands of companies, Microsoft Dynamics CRM 3.0 will make serious customer relationship management viable for the first time. The challenge: integrating it with your current sales and marketing management processes and using Dynamics to improve those processes. Whether you're deploying, administering, or using Dynamics, this jargon-free guide will help you get there a lot faster.

Joel Scott and David Lee help you navigate the system, then configure, personalize, and secure it. You'll set up territories, business units, teams, processes, rules, workflow, and product catalogs. Next, the authors dive into Dynamics 3’s significantly enhanced sales and marketing features. You'll learn how to set sales quotas; generate forecasts; handle leads more efficiently; quickly generate quotes, orders, and invoices; target specific accounts for attention; and leverage Dynamics’ improved customer care capabilities. This book delivers exactly what the For Dummies books promise: It thoroughly demystifies the technology, so you can focus on results. Bill Camarda, from the June 2006 Read Only

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Product Details

  • ISBN-13: 9780471799450
  • Publisher: Wiley
  • Publication date: 5/22/2006
  • Series: For Dummies Series
  • Edition number: 1
  • Pages: 408
  • Product dimensions: 7.40 (w) x 9.00 (h) x 1.10 (d)

Meet the Author

Joel Scott is president of the Computer Control Corporation, headquartered in Connecticut. Since 1991, Computer Control Corporation has been focused on designing and installing high-quality CRM systems. Well known in the industry, Computer Control has garnered numerous industry awards for sales, training, and CRM best practices.
Mr. Scott has authored several editions of GoldMine For Dummies and numerous articles and white papers on client retention systems. Mr. Scott can be reached by e-mail at

David Lee founded Vertical Marketing Inc. in 1983. He has more than thirty years of business experience in CRM and information systems industries. This is his first Dummies book, although he has written several white papers on CRM and the industry. He can be reached at

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Table of Contents


Part I: Microsoft CRM Basics.

Chapter 1: Taking a First Look at Microsoft CRM 3.

Chapter 2: Navigating the Microsoft CRM System.

Chapter 3: Using Microsoft CRM Online and Offline.

Part II: Setting the Settings.

Chapter 4: Personalizing Your System.

Chapter 5: Understanding Security and Access Rights.

Chapter 6: Managing Territories, Business Units, and Teams.

Chapter 7: Developing Processes.

Chapter 8: Implementing Rules and Workflow.

Chapter 9: Creating and Using the Knowledge Base.

Chapter 10: Setting Up the Product Catalog.

Chapter 11: Running Reports.

Chapter 12: Sending Announcements.

Part III: Managing Sales.

Chapter 13: Working with Accounts and Contacts.

Chapter 14: Managing Your Calendar.

Chapter 15: Setting Sales Quotas and Generating Forecasts.

Chapter 16: Using E-Mail.

Chapter 17: Handling Leads and Opportunities.

Chapter 18: Generating Quotes, Orders, and Invoices.

Chapter 19: Setting Up Your Sales Literature.

Chapter 20: Using Notes and Attachments.

Part IV: Making the Most of Marketing.

Chapter 21: Targeting Accounts and Contacts.

Chapter 22: Managing Campaigns.

Part V: Taking Care of Your Customers.

Chapter 23: Working with Cases.

Chapter 24: Scheduling Services.

Chapter 25: Managing Your Subjects.

Chapter 26: Managing Queues.

Chapter 27: Building Contracts.

Part VI: The Part of Tens.

Chapter 28: Ten Add-Ons.

Chapter 29: Ten Ways to Get Help.


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