Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management / Edition 1

Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management / Edition 1

by Aaron Yetter, Justin Mathena, Hoss Hostetler
     
 

ISBN-10: 1430216042

ISBN-13: 9781430216049

Pub. Date: 12/16/2008

Publisher: Apress

Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management is aimed at readers who are interested in understanding how to successfully implement Microsoft Dynamics CRM 4.0 within their projects. It is intended as an implementation roadmap for the business and technical representatives leading or engaged in a project.

The

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Overview

Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management is aimed at readers who are interested in understanding how to successfully implement Microsoft Dynamics CRM 4.0 within their projects. It is intended as an implementation roadmap for the business and technical representatives leading or engaged in a project.

The book covers the capabilities of Microsoft Dynamics CRM, both in the traditional functional areas of sales, marketing, and service and as an applications framework for XRM deployments. The book demonstrates CRM best practices for design, configuration, and development. Through real–world solutions and exercises, you will be given the confidence and expertise to deliver an implementation that provides long–term success for your organization.

Product Details

ISBN-13:
9781430216049
Publisher:
Apress
Publication date:
12/16/2008
Edition description:
2009
Pages:
264
Product dimensions:
6.90(w) x 9.20(h) x 0.80(d)

Table of Contents

Pt. 1 The Evolution of CRM and Microsoft Dynamics CRM

Ch. 1 The Evolution of CRM 3

Ch. 2 Microsoft CRM in the Market 29

Pt. 2 Implementation Planning, Approach, and Guidelines

Ch. 3 Planning Your CRM Initiative 45

Ch. 4 Initiating and Executing a CRM Phase 69

Ch. 5 Configuration Guidelines for Core Functionality 93

Pt. 3 Ensuring Long-Term Success with CRM

Ch. 6 Avoiding the Doldrums 189

Ch. 7 Opportunities to Expand the Value of CRM 211

Index 235

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