Справочник Пользователя (978-0-471-79945-0)СодержаниеIntroduction1Introduction1How CRM Fits in the Market1How to Use This Book2Foolish Assumptions2How This Book Is Organized3Part I: Microsoft CRM Basics3Part II: Setting the Settings3Part III: Managing Sales4Part IV: Making the Most of Marketing4Part V: Taking Care of Your Customers4Part VI: The Part of Tens4Icons Used in This Book5Where to Go from Here5Part I: Microsoft CRM Basics7Part I: Microsoft CRM Basics7Chapter 1: Taking a First Look at Microsoft CRM 39Tracking Your Contacts10Communicating with the Outside World10Integrating with Accounting11Why integrate?11Other accounting systems12Setting Up Business Processes12Coordinating Microsoft CRM with Your Success Plan14Defining your goals14Implementing a pilot program15Deciding Whether Microsoft CRM Fits Your Needs16Using Microsoft CRM Successfully17Chapter 2: Navigating the Microsoft CRM System19Whirlwind Tour of the Screen19Menu bar20Toolbar21Navigation pane21Status bar22Window22First Things First — Signing On24The Workplace Is Your Starting Point25Navigating at the application level25Navigating at the record level25Your first navigation lessons27Filtering and Searching for Records29Filtering records29Searching with the magnifying glass icon30Searching with the Form Assistant33Searching with the Advanced Find Feature33Chapter 3: Using Microsoft CRM Online and Offline37Functionality38The Outlook Client38Using Microsoft CRM functions39Outlook client mail merge40Outlook client e-mail41Synchronization Settings43Synchronizing the Outlook client with your server44Setting data group (sync) filters44The “last one in” rule47Setting Up the Outlook Client Workplace48Part II: Setting the Settings49Part II: Setting the Settings49Chapter 4: Personalizing Your System51Tailoring the System to Suit Your Needs51General tab52Workplace tab54Activities tab55E-mail Templates tab56Your User Profile58Information59Teams60Roles60Quotas60Work hours60Chapter 5: Understanding Security and Access Rights63Security Overview64User Privileges64Access Levels64Defining Roles65Assigning Roles67Sharing Information with Others on Your Team67Defining a team68Sharing and assigning68Unsharing68Sharing and Not Sharing Data68Sharing records69Unsharing records71Streamlining the assignment of permissions72Chapter 6: Managing Territories, Business Units, and Teams73Setting Up Sales Territories73Managing Territories77Managing Business Units78Managing Teams80Creating teams80Assigning users to teams81Chapter 7: Developing Processes83The General Principles84Alerts84Escalation84Feedback and analysis85Planning Your Sales Stages86Chapter 8: Implementing Rules and Workflow89Describing the Limitations of Workflow90Creating Workflow Rules91Testing a new rule96Creating a manual rule96Creating follow-up rules97Testing a manual rule99Monitoring Your Workflow99Workflow Glossary101Events101Conditions101Actions102Chapter 9: Creating and Using the Knowledge Base105Organizing Information for Your Knowledge Base105Creating Article Templates106Creating a Knowledge Base Article108Submitting a draft article111Approving an article112Searching the Knowledge Base114Chapter 10: Setting Up the Product Catalog117Overview of the Product Catalog117Getting to the Product Catalog Window118Creating a Discount List119Creating a Unit Group121Creating a Price List124Adding Products127Chapter 11: Running Reports131Identifying Report Categories132Accessing Reports133Report Filtering135Using Viewing Options138Exporting and Printing Your Report139Exporting Records to Excel140Chapter 12: Sending Announcements143Creating an Announcement143Viewing Announcements145Part III: Managing Sales147Part III: Managing Sales147Chapter 13: Working with Accounts and Contacts149Adding and Editing Accounts and Subaccounts150Account records and their four sections150Setting up subaccounts154Finding and Viewing Account Information155Find155Advanced Find156Assigning and Sharing Accounts158Assigning accounts to users158Sharing accounts159Adding and Editing Contacts160Chapter 14: Managing Your Calendar161No Outlook Here162Viewing Your Calendar163Viewing Your Activities164Creating an Appointment for Yourself166Scheduling for Other People167Assigning an Activity to Someone168Completing an Activity170Chapter 15: Setting Sales Quotas and Generating Forecasts171How a Manager Sets Up Quotas171Fiscal year settings172Setting up a salesperson’s quota173Entering Sales Forecasts174Updating Your Forecasts177Examining Your Forecast Data178Printing a report179Using Excel179Chapter 16: Using E-Mail181Setting Up Your E-Mail Options182Viewing E-Mail184Viewing your personal e-mail184Viewing queue e-mail185Creating Outgoing E-Mail186Adding attachments to e-mail messages188Viewing your sent e-mail190Assigning and Accepting E-Mail191Assigning e-mail191Accepting e-mail192Duplicate E-Mail Addresses193Relating E-Mails to Other Records193Direct E-Mail195Creating an e-mail template196Adding data fields to a template198Reverting to a personal e-mail template200Sending direct e-mail201Using Advanced Find to send direct e-mail202Managing the unsubscribe request206Chapter 17: Handling Leads and Opportunities207Processing Leads from Suspects to Opportunities208Getting to the Leads window208Creating a lead209Modifying a lead210Giving up on a lead211Resurrecting a lead212Turning a Lead into an Opportunity212Handling Opportunities214Creating and modifying opportunities214Assigning and sharing opportunities216Relating opportunities to activities or other records218Stages and relationships219Closing, reopening, and deleting opportunities220Chapter 18: Generating Quotes, Orders, and Invoices223Creating and Activating Quotes224Creating a quote224Activating a quote227Associating Opportunities and Quotes228Printing a Quote229Converting a Quote to an Order230Generating Invoices from Orders231Chapter 19: Setting Up Your Sales Literature233Adding Literature234Modifying Literature237Relating Literature to Competitors238Adding and Tracking Competitors239Chapter 20: Using Notes and Attachments241Creating Notes241Creating Attachments244Deleting a Note or an Attachment245Part IV: Making the Most of Marketing247Part IV: Making the Most of Marketing247Chapter 21: Targeting Accounts and Contacts249Important Fields for Targeting Customers250Developing and Saving Marketing Lists251Creating marketing lists251Populating a marketing list using Look Up253Populating a marketing list using Advanced Find256Developing Campaigns and Quick Campaigns257Chapter 22: Managing Campaigns263Planning Your Campaign264Creating Campaigns265Planning Tasks268Campaign Activities270Campaign Responses275Target Products277Sales Literature278Target Marketing Lists279Related Campaigns280Part V: Taking Care of Your Customers283Chapter 23: Working with Cases285Case Management Overview285Working in the Cases Window286Creating Cases288Filling in the General tab289Filling in the Notes and Article tab291Assigning and Accepting Cases294Tending to Cases297Resolving a case298Reactivating a case300Chapter 24: Scheduling Services301Scheduling Resources into Microsoft CRM302Setting Up a User’s Schedule306Creating a Resource Group306Creating a Site308Creating Services310Scheduling Service Activities313The Service Activity Volume Report316Chapter 25: Managing Your Subjects319Tips for Defining Your Subjects320Accessing the Subjects Window321Adding a Subject322Editing a Subject323Removing a Subject324Relating Subjects to Other Activities324Relating subjects to cases325Putting the case link to work326Relating a subject to a knowledge base article327Putting the article link to work330Relating a subject to the product catalog330Relating a subject to sales literature331Chapter 26: Managing Queues333Queue Overview334Personal and Public Queues334Creating a Queue335Activities and Queues338Assigning an activity to a queue338Accepting activities340Chapter 27: Building Contracts343Creating a Contract Template343Understanding Contract Status345Creating a Contract346Adding Contract Lines to a New Contract350Renewing a Contract353Creating a Case and Linking It to a Contract353Part VI: The Part of Tens355Part VI: The Part of Tens355Chapter 28: Ten Add-Ons357Converting and Integrating with Scribe Insight358Increasing Your Productivity359Productivity packs from c360359Axonom’s Powertrak360eBridge BizTalk Server Adapter361Quotes and Proposals362Getting more from your quotes362Proposals and RFPs362Alerts and Alarms363Business Intelligence363Enhancing Field Service Organization364Chapter 29: Ten Ways to Get Help365Using CRM’s Built-in Help366Getting the Straight Story from Newsgroups367Finding an Expert369Investing in Training371Microsoft Packaged Service and Support372QuickStart372QuickPlan372Express Consulting373Software Assurance373Getting in Touch with Us374Accessing General CRM Resources Online374Index375Index375Размер: 88,1 КБСтраницы: 10Язык: EnglishПросмотреть
