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Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

Book Description

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 Microsoft 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.

Table of Contents

  1. Copyright
  2. Dedication
  3. Foreword
  4. About the Authors
  5. About the Technical Reviewer
  6. Acknowledgments
  7. Introduction
  8. The Evolution of CRM and Microsoft Dynamics CRM
    1. The Evolution of CRM: How CRM's evolution is relevant to the value of today's CRM initiatives
      1. Individual CRM
      2. Departmental CRM
      3. The CRM Suite
      4. Beyond CRM Boundaries
      5. Summary
    2. Microsoft CRM in the Market: Microsoft Enters the Market
      1. Microsoft CRM 1.0—The Initial Release
      2. Microsoft CRM 1.2—The Follow-Up to the Initial Release
      3. Microsoft CRM 3.0—Feature Parity Among the Competition
      4. Microsoft CRM 4.0—Surpassing the Competition and Entering as a Software as a Service Provider
      5. How to Differentiate CRM Solutions
      6. Why Microsoft CRM?
      7. Summary
  9. Implementation Planning, Approach, and Guidelines
    1. Planning Your CRM Initiative: Strategic Planning
      1. Building Your CRM Management Team
      2. Strategic Planning for Your CRM Initiative
      3. Summary
    2. Initiating and Executing a CRM Phase
      1. Discovery and Assessment
      2. Functional Design
      3. Configuration and Development
      4. System Testing and User Acceptance
      5. Summary
    3. Configuration Guidelines for Core Functionality
      1. Business Units and User Security
      2. Account Configuration
      3. Contact Configuration
      4. Marketing
      5. Lead Configuration
      6. Opportunity Configuration
      7. Sales Transactions
      8. Service Configuration
      9. Custom Entities
      10. Relationship Roles and Entity Relationships
      11. Dynamics CRM Client Selection
      12. Miscellaneous Configuration Areas
      13. Custom Extensions
      14. Summary
      15. Works Cited
  10. Ensuring Long-Term Success with CRM
    1. Avoiding the Doldrums: Common CRM Post-Deployment Challenges
      1. The CRM Doldrums
      2. Common Indicators of Approaching Challenges
      3. Managing User and Sponsor Expectations
      4. Supporting CRM Throughout the Initiative
      5. Addressing CRM Enhancement Requests
      6. Adapting to Business Change
      7. Summary
    2. Opportunities to Expand the Value of CRM
      1. Accurately Defined and Reliable CRM Data
      2. CRM Integration That Drives User Adoption
      3. Summary