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Microsoft Dynamics® CRM 4.0 Step by Step (BPG-step by Step)
 
 
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Microsoft Dynamics® CRM 4.0 Step by Step (BPG-step by Step) (Paperback)

by Jim Steger, Kara O'Brien, and Brendan Landers Mike Snyder (Author)
4.0 out of 5 stars See all reviews (1 customer review)
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Microsoft Dynamics® CRM 4.0 Step by Step (BPG-step by Step) + Working with Microsoft Dynamics™ CRM 4.0, Second Edition (PRO-Developer) + Microsoft Dynamics CRM 4.0 Unleashed
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Product details

  • Paperback: 352 pages
  • Publisher: MICROSOFT PRESS; Pap/Cdr edition (10 Sep 2008)
  • Language English
  • ISBN-10: 073562576X
  • ISBN-13: 978-0735625761
  • Product Dimensions: 22.8 x 18.6 x 3.4 cm
  • Average Customer Review: 4.0 out of 5 stars See all reviews (1 customer review)
  • Amazon.co.uk Sales Rank: 124,720 in Books (See Bestsellers in Books)

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    #91 in  Books > Business, Finance & Law > Sales & Marketing > Customer Services

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Product Description

Product Description
Whether you’re in sales, marketing, or customer service—quickly teach yourself how to get closer to your customers with Microsoft Dynamics CRM. With STEP BY STEP, you set the pace—building and practicing the skills you need, just when you need them! • Create and manage accounts—for a 360º view of your customers and business • Work with Microsoft Dynamics CRM directly from Microsoft Outlook • Track customer activity; import and map data automatically • Manage campaigns, leads, quotes, contracts, and orders • Employ basic to advanced reporting capabilities Your all-in-one learning experience includes: • Files for building skills and practicing the book’s lessons • Fully searchable eBook • Sample chapters from related Microsoft Press books • WINDOWS VISTA PRODUCT GUIDE eReference—plus other resources—on CD  
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Microsoft Dynamics® CRM 4.0 Step by Step (BPG-step by Step)
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8 of 8 people found the following review helpful:
4.0 out of 5 stars Good introduction for new users of Dynamics CRM, 27 Oct 2008
By Julian Sharp (Nottingham, UK) - See all my reviews
(REAL NAME)   
This book is aimed squarely at end users of Dynamics CRM 4.0 and Dynamics CRM Online. This is not a book about customer relationship management, customer strategy or customer handling. It is also not a book on how to install and configure Dynamics CRM; for that you should look to the Working with Dynamics CRM 4.0 book. Instead it is good introduction to the core functionality of Dynamics CRM and how to make good use of the components Microsoft provides.

The book starts with an introduction to the web and Outlook clients, how to navigate around and the different parts of the user interface. Chapter 2 shows the undocumented feature of how to sort results using multiple columns.

Accounts and Contacts which are the cornerstone of Dynamics CRM are discussed as well as sub-accounts. One area not discussed is the use of addresses and when to use addresses rather than sub-accounts.

Relationships between accounts and contacts are discussed. Accounts and Contacts have strong relationships but can also have additional (weaker) relationships and recording this information is very useful for other users of CRM. The chapter then runs through a number of functions such as attaching files, activating/deactivating, merging, assigning and sharing of records which I think deserve more attention that they get here.

The activities chapter is good and covers the types of activity and the importance of using the regarding field for a 360 degree view. The Outlook client chapter is very comprehensive and gives a real understanding of how the Outlook client works with CRM. The book is worth it just for this chapter alone. I really like the table of how delete works between CRM and Outlook. One omission in my view is a simple table showing which activities are synchronised into Outlook folders.

The Sales chapters cover leads, opportunity and quotes. The use of leads versus accounts/contacts causes confusion and some users will use leads and others won't. Dynamics CRM envisages that leads are used in a particular way and the book describes how to use leads and convert them to opportunities. For opportunities the importance of estimate value, probability and estimated close date are explained and how to use the Sales Forecasting report. It would have been easy to go further on forecasting but in my experience forecasting although basically is the same process at every company there little and subtle differences in implementation. Sensibly, the book concentrates on the standard functionality. The quote chapter shows how to add products to a quote and then to activate and revise it. It is an omission to exclude the Print Quote for Customer function that uses mail merge to generate a Word version of the quote. There are some areas excluded from the book e.g., how to create and use products, units of measure and price lists as well as territories.

The Marketing chapters cover marketing lists, campaigns, activities and responses. The chapter on marketing lists shows good use of Advanced Find and also I learnt something new in that you can copy members from one marketing list to another. The marketing functionality in Dynamics is, in my opinion, very good and links together so if used properly can generate useful information for the business. These chapters show you how to use the marketing functionality and to record the campaign responses (which are critical to evaluating the campaign) and then to convert the responses to leads/opportunities/quotes.

The Service chapters cover cases (service requests), knowledgebase, contracts and queues. I found the use of the service request terminology to be confusing especially in relation to activities. Cases can be used for a lot more than service requests e.g., complaints, order status enquiries etc. Contracts in Dynamics CRM are very powerful but are quote inflexible; allotment types i.e., automatic management of a number of cases or an amount of pre-paid time is possible with contracts but contracts have a state model that cannot be changed and doesn't work for most companies. Service Scheduling is omitted which I think a shame.

What is good about this book is that it spends a significant amount of time on data; importing, querying, duplicate detection, sorting, bulk editing, and reporting. Data is very important to successful use of CRM and users, once they grasp the use of Advanced Find and the power of the query tool find are suddenly able to do so much more and exploit the data held within CRM. The combination of Advanced Find and Dynamic Pivot Tables in Excel open up CRM data and this book shows you have to use both.

In summary the introduction and data management are excellent and show you how to make best use of CRM. The book is weaker in the functional parts; sales, marketing and service as there is a lot more to Dynamics CRM than covered in this book. However the authors had to draw the line somewhere and perhaps have got it right for users new to Dynamics CRM.
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