Microsoft CRM 3 教程 Microsoft CRM 3 For Dummies

Manage sales, service, and marketing processes all together
　　Find out how to manage customer information to make your business more productive
　　Whether you're completely new to customer relationship management (CRM) software or you just want the scoop on the newest version, this handy guide will get you going. Discover how to set up CRM 3, navigate and customize the system, use it to work with your accounts and contacts, collect leads, forecast sales, run reports, and much more.
　　Discover how to
1.Develop and manage customer relationships
2.Implement a sales process
3.Set up security and access rights
4.Generate quotes, orders, and invoices
5.Manage leads and opportunities
6.Create and use product catalogs

Joel Scott is president of the Computer Control Corporation, headquartered in Connecticut. Since 1991, Computer Control Corporation has been focused on designing and installing high-quality CRM systems. Well known in the industry, Computer Control has garnered numerous industry awards for sales, training, and CRM best practices.
Mr. Scott has authored several editions of GoldMine For Dummies and numerous articles and white papers on client retention systems. Mr. Scott can be reached by e-mail at joels@ccc24k.com.

Introduction　
Part I: Microsoft CRM Basics　
　Chapter 1: Taking a First Look at Microsoft CRM 3　
　Chapter 2: Navigating the Microsoft CRM System　
　Chapter 3: Using Microsoft CRM Online and Offline　
Part II: Setting the Settings　
　Chapter 4: Personalizing Your System　
　Chapter 5: Understanding Security and Access Rights　
　Chapter 6: Managing Territories, Business Units, and Teams　
　Chapter 7: Developing Processes　
　Chapter 8: Implementing Rules and Workflow　
　Chapter 9: Creating and Using the Knowledge Base　
　Chapter 10: Setting Up the Product Catalog　
　Chapter 11: Running Reports　
　Chapter 12: Sending Announcements　
Part III: Managing Sales　
　Chapter 13: Working with Accounts and Contacts　
　Chapter 14: Managing Your Calendar　
　Chapter 15: Setting Sales Quotas and Generating Forecasts　
　Chapter 16: Using E-Mail　
　Chapter 17: Handling Leads and Opportunities　
　Chapter 18: Generating Quotes, Orders, and Invoices　
　Chapter 19: Setting Up Your Sales Literature　
　Chapter 20: Using Notes and Attachments　
Part IV: Making the Most of Marketing　
　Chapter 21: Targeting Accounts and Contacts　
　Chapter 22: Managing Campaigns　
Part V: Taking Care of Your Customers　
　Chapter 23: Working with Cases　
　Chapter 24: Scheduling Services　
　Chapter 25: Managing Your Subjects　
　Chapter 26: Managing Queues　
　Chapter 27: Building Contracts　
Part VI: The Part of Tens　
　Chapter 28: Ten Add-Ons　
　Chapter 29: Ten Ways to Get Help　
Index