Microsoft Dynamics CRM 4 For Dummies

Part I: Microsoft CRM Basics.

Chapter 1: Taking a First Look at Microsoft CRM 4.

Chapter 2: Using the Outlook Client — Or Not.

Chapter 3: Navigating the Microsoft CRM System.

Part II: Setting Things Up.

Chapter 4: Personalizing Your System.

Chapter 5: Managing Territories.

Chapter 6: Managing Business Units and Teams.

Chapter 7: Using the Product Catalog.

Chapter 8: Understanding Security and Access Rights.

Chapter 9: Implementing Business Rules and Workflow.

Chapter 10: Creating and Running Reports.

Part III: Managing Sales.

Chapter 11: Setting Sales Quotas and Dealing with Forecasts.

Chapter 12: Handling Leads and Opportunities.

Chapter 13: Working with Accounts and Contacts.

Chapter 14: Creating and Managing Activities.

Chapter 15: Using Notes and Attachments.

Chapter 16: Generating Quotes, Orders, and Invoices.

Chapter 17: Setting Up Sales Literature and Dealing with Competitors.

Chapter 18: Implementing Sales Processes.

Part IV: Making the Most of Marketing.

Chapter 19: Targeting Accounts and Contacts.

Chapter 20: Managing Campaigns.

Chapter 21: Integrating Your Web Site.

Part V: Taking Care of Your Customers.

Chapter 22: Working with Cases.

Chapter 23: Managing Your Subjects.

Chapter 24: Creating and Using the Knowledge Base.

Chapter 25: Managing Queues.

Chapter 26: Working with Contracts.

Part VI: The Part of Tens.

Chapter 27: The Top 10 (or So) Add-on Products for Microsoft CRM 4.

Chapter 28: Ten Ways to Get Help.

Appendix A: Converting to Microsoft CRM.

Appendix B: Managing Your Data.

Index.