Справочник Пользователя (978-0-470-34325-8)СодержаниеIntroduction1Introduction1How CRM Fits in the Market1How to Use This Book2Foolish Assumptions2How This Book Is Organized3Part I: Microsoft CRM Basics3Part II: Setting Things Up3Part III: Managing Sales3Part 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 49Tracking Your Contacts10Communicating with the Outside World10Integrating with Accounting11Why integrate?11Other accounting systems12Setting Up Business Processes12Coordinating Microsoft CRM with Your Success Plan13Defining your goals14Implementing a pilot program15Live versus On-Premise15Security16Access16Total cost of ownership17Being Mobile18Server Editions18Workgroup18Professional19Enterprise19Migrating from one version to another19Using Microsoft CRM Successfully20Chapter 2: Using the Outlook Client — Or Not21The Microsoft CRM Online Outlook Client22The Microsoft CRM Offline Outlook Client25The Microsoft CRM Web Client26What’s New in Microsoft CRM 4 Outlook Client26Chapter 3: Navigating the Microsoft CRM System29Whirlwind Tour of the Screen29Navigation pane30Status bar31Window31First Things First — Signing On33The Workplace Is Your Starting Point34Navigating at the application level34Navigating at the record level35Your first navigation lessons36Filtering and Searching for Records38Filtering records39Searching with the magnifying glass icon40Searching with the Form Assistant40Searching with the Advanced Find feature41Using the Resource Center44Part II: Setting Things Up45Part II: Setting Things Up45Chapter 4: Personalizing Your System47Tailoring the System to Suit Your Needs47General tab: Customizing a variety of user preferences48Workplace tab: Simplifying your navigation pane51setting your work hours52Formats tab: Adapting CRM to your part of the world53E-mail Templates tab: Speed the process of handling e-mails54E-mail tab: Routing your CRM messages55Privacy tab: Indicating when to report errors to Microsoft56Language tab: Choosing the language you see onscreen57Establishing Your User Profile57Providing general information about yourself59Joining teams to share records60Viewing security roles60Announcing which hours you’ll be working60Monitoring workflows61Chapter 5: Managing Territories63Setting Up Sales Territories64Managing Territories67Chapter 6: Managing Business Units and Teams69Managing Business Units69Managing Teams71Creating teams72Assigning users to teams73Chapter 7: Using the Product Catalog75Overview of the Product Catalog75Getting to the Product Catalog Window76Creating a Discount List77Creating a Unit Group80Creating a Price List82Adding Products85Chapter 8: Understanding Security and Access Rights89Security Overview90Setting Restrictions with User Privileges91Further Defining Permissions with Access Levels91Looking at Predefined Roles92Assigning Roles94Sharing Information with Others on Your Team95Defining a team95Sharing and assigning95Unsharing95Sharing and Not Sharing Data96Sharing records96Sharing multiple records98Unsharing records98Assigning records99Streamlining the assignment of permissions100Chapter 9: Implementing Business Rules and Workflow101Workflow Components102Limitations of Workflow102Creating Workflow Rules103Testing a new rule108Creating On-Demand (manual) rules109Creating follow-up rules110Testing a manual rule112Monitoring Your Workflow112Workflow Glossary114Events114Conditions114Actions115To workflow infinity and beyond116Chapter 10: Creating and Running Reports117Adding Report Categories117Navigating the Report Area118Using Viewing Options123Exporting and Printing Your Report124Accessing the Report Wizard125Report Settings129Editing Reports131Creating Excel Reports132Part III: Managing Sales135Part III: Managing Sales135Chapter 11: Setting Sales Quotas and Dealing with Forecasts137How a Manager Sets Up Quotas137Fiscal year settings138Setting up a salesperson’s quota139Entering Sales Forecasts141Updating Your Forecasts144Examining the Forecasts145Printing a report145Using Excel to examine forecast data146Chapter 12: Handling Leads and Opportunities149Processing Leads from Suspects150Getting to the Leads window150Creating a lead manually150Modifying a lead152Giving up on a lead153Resurrecting a lead154Turning a Lead into an Opportunity155Handling Opportunities156Creating and modifying opportunities156Assigning and sharing opportunities159Relating opportunities to activities or other records161Managing stages and relationships162Closing, reopening, and deleting opportunities162Chapter 13: Working with Accounts and Contacts165Adding and Editing Contacts166Adding and Editing Accounts and Subaccounts166Exploring account records and their four sections167Setting up subaccounts171Finding and Viewing Account Information172Finding an account by name172Assigning and Sharing Accounts175Assigning accounts to users175Sharing accounts176Chapter 14: Creating and Managing Activities179No Outlook Here180Viewing Your Calendar181Viewing Your Activities182Creating an Appointment for Yourself from the Activities Screen184Scheduling for Other People186Assigning an Activity to Someone186Completing an Activity188Chapter 15: Using Notes and Attachments191Creating Notes191Creating Attachments193Deleting a Note or an Attachment195Chapter 16: Generating Quotes, Orders, and Invoices197Creating and Activating Quotes198Creating a quote198Activating a quote202Associating Opportunities and Quotes203Printing a Quote203Converting a Quote to an Order204Generating Invoices from Orders205Chapter 17: Setting Up Sales Literature and Dealing with Competitors207Adding Literature207Modifying Literature211Relating Literature to Competitors212Adding and Tracking Competitors213Chapter 18: Implementing Sales Processes215The General Principles216Alerts216Escalation217Feedback and analysis218Planning Your Sales Stages218Part IV: Making the Most of Marketing221Part IV: Making the Most of Marketing221Chapter 19: Targeting Accounts and Contacts223Targeting the Right People224Developing and Saving Marketing Lists227Creating marketing lists228Adding members to the marketing list229Populating a marketing list using Advanced Find233Editing a Marketing List235Removing Records from a Marketing List236Merging Mail from Marketing Lists239Chapter 20: Managing Campaigns243Developing Your Campaign244Creating Campaigns245Planning Tasks248Defining Campaign Activities250Distributing Campaign Activities255Recording Campaign Responses260Relating Campaigns to Each Other262Working with Quick Campaigns263Chapter 21: Integrating Your Web Site267Sending E-Mail to a Queue267Creating Records with Programming271Creating a Web Portal271Part V: Taking Care of Your Customers275Part V: Taking Care of Your Customers275Chapter 22: Working with Cases277Case Management Overview278Working in the Cases Window279Creating Cases281Filling in the General tab282Filling in the Notes and Article tab285Assigning and Accepting Cases288Tending to Cases291Resolving a case292Reactivating a case294Chapter 23: Managing Your Subjects295Tips for Defining Your Subjects296Accessing the Subjects Window297Adding a Subject298Editing a Subject300Removing a Subject301Relating Subjects to Other Entities301Relating subjects to cases302Putting the case link to work303Relating a subject to a knowledge base article305Putting the article link to work308Relating a subject to the product catalog308Relating a subject to sales literature310Chapter 24: Creating and Using the Knowledge Base311Organizing Information for Your Knowledge Base311Creating Article Templates312Creating a Knowledge Base Article314Submitting a draft article317Approving an article318Searching the Knowledge Base320Queue Overview324Looking at Personal and Public Queues325Creating a Queue326Working with Cases and Activities Assigned to Queues328Assigning an activity to a queue329Accepting Queue Assignments331Chapter 26: Working with Contracts333Creating a Contract Template334Understanding Contract Status336Creating a Contract337Adding Contract Lines to a New Contract341Renewing a Contract344Creating a Case and Linking It to a Contract344Part VI: The Part of Tens347Part VI: The Part of Tens347Chapter 27: The Top 10 (or So) Add-on Products for Microsoft CRM 4349Checking Spelling with Google Toolbar350Automating Processes and Generating Alerts351Increasing Your Productivity with c360352Increasing Your Productivity with Axonom’s Powertrak353Migrating and Manipulating Your Data353Accessing Instant Advice, Tips, and Tricks354Displaying Data in Graphical Formats354Upgrading Your Service Area354Chapter 28: Ten Ways to Get Help355Using Microsoft CRM’s Built-in Help356Reading the Blog357Accessing the Resource Center357Getting the Straight Story from Newsgroups or Forums358Finding an Expert361Using Technical Sites for Developers362Investing in Training362Selecting Microsoft Packaged Service and Support363Getting in Touch with Us364Accessing General CRM Resources Online364Appendix A: Converting to Microsoft CRM365Developing a Process for the Conversion366Evaluating the Current System366Defining Expectations367A Word on Reports368Designing the System369Implementing the Design370Testing the System370Cleaning the Data370Migrating the Data371Training the Staff372Appendix B: Managing Your Data373Tips for Creating Duplicate Detection Rules373To Dot or Not to Dot, That Is the Question374Defining Duplicate Detection Rules375Creating a Duplicate Detection Rule376Editing a Duplicate Detection Rule378Putting the Rule to Work379Importing and Exporting380Creating data maps381Editing data maps384Importing records384Exporting and re-importing data386Index389Index389Размер: 88,8 КБСтраницы: 10Язык: EnglishПросмотреть
