• Überblick

Microsoft Dynamics CRM 2011 Step by Step

Build exactly the skills you need. Learn at the pace you want.

The smart way to learn Microsoft Dynamics CRM 2011 - one step at a time! Build exactly the skills you need by working at your own pace through easy-to-follow lessons and hands-on practice files.

Use the easy-to-follow lessons to master the fundamentals of creating and managing accounts; working directly within familiar tools such as Microsoft Outlook®; tracking customer activity and communications; managing campaigns, leads, quotes, contracts, and orders; and employing basic to advanced reporting capabilities. Includes downloadable, ready-made practice files and complete Book.

• Create a 360° view of your customer relationships
• Track customer activity and streamline communication
• Access data via Microsoft Outlook, the web, or mobile device
• Qualify leads; create opportunities
• Manage campaigns, quotes, contracts, and orders
• Set up dashboards; measure and report on key metrics

The Contents at a Glance:

Overview

• Introduction to Microsoft Dynamics CRM
• Getting Around in Microsoft Dynamics CRM
• Working with Accounts and Contacts
• Working with Activities and Notes
• Using Microsoft Dynamics CRM for Outlook

Sales and Marketing

• Working with Leads and Opportunities
• Using Marketing Lists
• Managing Campaigns and Quick Campaigns
• Working with Campaign Activities and Responses

Service

• Tracking Service Requests
• Using the Knowledge Base
• Working with Contracts and Queues

Reporting and Analysis

• Working with Filters and Charts
• Using Dashboards
• Using the Report Wizard
• Using Advanced Find
• Reporting with Excel

Data Management

• Bulk Data Importing

About the Authors Mike Snyder, Jim Steger, and Brendan Landers:

Based in Chicago, Mike Snyder is co-founder and principal of Sonoma Partners. Recognized as one of the industry´s leading Microsoft Dynamics CRM experts, Mike is a member of the Microsoft Dynamics Partner Advisory Council, and is a Microsoft Dynamics CRM MVP. He co-authored several books about Microsoft Dynamics CRM for Microsoft Press that have sold more than 50,000 copies worldwide. Before starting Sonoma Partners, Mike led multiple product development teams at Motorola and Fortune Brands. Mike graduated with honors from Northwestern´s Kellogg Graduate School of Management with a Master of Business Administration degree, majoring in marketing and entrepreneurship. He has a bachelor´s degree in engineering from the University of Notre Dame. He enjoys ice hockey and golf in his free time.

Jim Steger has architected and led multiple award-winning Microsoft CRM deployments, including complex enterprise integration projects. He´s been developing solutions and writing code for Microsoft CRM since the version 1.0 beta. He acted as a technical reviewer for several of the Microsoft CRM certification exams. Jim is also a cofounder and principal of Sonoma Partners.

Brendan Landers is a consulting director at Sonoma Partners, overseeing all of the company´ Microsoft Dynamics CRM consulting projects. He has led numerous Microsoft Dynamics CRM implementation projects for companies in the following industries: professional and financial services, education, healthcare, hospitality, and others. Prior to joining Sonoma Partners, Brendan worked at Information Resources, Inc. as a Director, Quality Assurance and Delivery, where he led several data quality and business intelligence initiatives. He holds a bachelor´s degree in management information systems from the University of Iowa.