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

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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.

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Product Details

  • ISBN-13: 9781430216049
  • Publisher: Apress
  • Publication date: 12/17/2008
  • Edition number: 1
  • Pages: 264
  • Product dimensions: 6.90 (w) x 9.20 (h) x 0.80 (d)

Meet the Author

Aaron Yetter is a seasoned technology professional with extensive experience overseeing and implementing successful customer relationship management strategies and related business initiatives. His experience includes delivering customer-centric solutions for market leading companies across various industries, including healthcare, insurance, financial services, technology, and services. Aaron is a founder and principal of Altriva, a professional services firm based in Bellevue, Washington.

Justin Mathena is a proven leader in the information technology industry, with broad experience defining technology solutions that meet business challenges, implementing successful customer relationship management strategies and packages, managing functional and technical teams, developing strategic relationships, and overseeing operational efficiencies. Justin has worked with customers across many industries, including manufacturing, healthcare, insurance, timber, high tech, energy, and publishing. Justin is a founder and principal of Altriva, a professional services firm based in Bellevue, Washington.

Hoss "Mark Renee" Hostetler is a business technologist specializing in customer relationship management (CRM)�strategy and implementation. Hoss's background is in the Microsoft technology stack and how CRM applications coupled with an expert understanding of business processes can benefit customers. He has been implementing CRM solutions since his career began and is considered an expert in CRM business and process modeling, CRM infrastructure architecture, integration architecture, application design,�independent software vendor�extensions, data migration, and extension development. He is passionate about the value a properly executed CRM project can bring to any organization. Hoss is the director of CRM at Altriva, a professional services firm based in Bellevue, Washington.

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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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