Author(s): M Snyder (University of Minnesota USA)
Get a practical, hands-on introduction to Microsoft Dynamics CRM 3.0, including topics on how to design, customize, integrate, and maintain Microsoft CRM implementations. This book includes a 120-day evaluation copy of Microsoft CRM 3.0. Get a practical, hands-on introduction to the fundamentals of adapting Microsoft CRM 3.0 to meet your specific business needs. With topics that include developing new functionality, designing implementations, and integrating Microsoft CRM with other business applications--including Microsoft Office Outlook and Microsoft SharePoint Products and Technologies--this is the only book written for both developers and those who implement business solutions. Authored by experienced practitioners, this book provides case studies, integration and performance guidelines, and toolsets--the information you need to help you create successful CRM solutions. This book also explains how to maintain Microsoft CRM, making it of interest to IT professionals who support Microsoft CRM users. And power users will learn how to customize individual Microsoft CRM experiences. This introduction includes a 120-day evaluation copy of Microsoft CRM 3.0, as well as sample data and code samples on the Web. Customer relationship management (CRM) provides organizations with technologies, business applications, and best practices that help them sell, market, and service their products and services. Microsoft CRM provides a unified view of customer information and interactions through integrated sales, marketing, and customer-service features. This approach enables organizations to share information, accelerate sales, identify new revenue opportunities, and deliver more consistent customerservice. Microsoft CRM helps small to medium-sized businesses and divisions of larger organizations increase sales, deliver superior customer service, and make informed business decisions. Microsoft CRM 3.0 includes new marketing functionality and will be available as a hosted (Web-accessed) service as well as a purchased software installation. Microsoft CRM integrates with Microsoft Office, Microsoft Small Business Financials, and other business systems to give employees a complete view of customer information. The ease of integration with Microsoft Office is of particular value, enabling staff to access Microsoft CRM information from Outlook and work online or offline with access to sales functionality.