Special Edition Using Microsoft CRM
暫譯: 特別版：使用 Microsoft CRM

Laura Brown, John Gravely

Special Edition Using Microsoft CRM
  • 出版商: QUE
  • 出版日期: 2003-08-17
  • 售價: $2,390
  • 貴賓價: 9.5 折 $2,271
  • 語言: 英文
  • 頁數: 552
  • 裝訂: Paperback
  • ISBN: 0789728826
  • ISBN-13: 9780789728821

    • 已絕版

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商品描述

A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.

Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage small businesses with the sophisticated technology that, until now, has been reserved for large corporations. Based on the author's real-world experience building CRM systems, this book provides the expert advice that MS CRM users need. To make the move to customer-centric operations using MS CRM, companies need an in-depth guide to managing the process, using the software, and making the implementation decisions that are required.

Table of Contents

1.Introduction.

WhoShouldReadThisBook?

MarketingProductManagers,InformationManagers,DatabaseAnalysts,andReportingSpecialists.
StrategicPlanners,BusinessDevelopmentManagers,ChangeManagers,andMarketStrategists.
FinancialManagersandPricingandProfitabilityAnalysts.AdvertisingandPublicRelationsSpecialists,
SalesandServicePersonnel,PromotionandCampaignManagers.AccountExecutivesandRegional
Managers.

AMultilevelReference.

ApplyCRMPrinciplesinYourBusiness.ImplementMicrosoftCRMforYourCompany.
CustomizeYourInstallationofMicrosoftCRM.GrowYourCRMSystemasYourBusinessGrows.
UnderstandtheCRMMarketplace.ManageYourRelationshipwithServiceVendors.Integrate
MicrosoftCRMwithYourOtherApplicationsandData.RedesignYourBusinesstobeMoreCustomer-Centric.AccesstheCRMCommunity.FindConsultingHelpforImplementingMicrosoftCRM.

SpecialFeaturesintheBook.

Tips.Notes.Cautions.Troubleshooting.Cross-References.UseCaseCorner.

Summary.



2.CRMBasics.

CRMIsaBusinessStrategy.

CRMIsComprehensive.CRMHelpsYouPuttheCustomerFirst.CRMMeasuresBusinessPerformance.

EffectsofE-businessandEvolvingCapabilities.

EnterpriseApplications.BusinessProcessIntegration(BPI).InternalandExternalIntegration.Business
PerformanceMonitoring.

Microsoft'sCRMProduct.

DeliveredinEditions.IntroducingtheComponentsofMicrosoftCRM.

InteractingwithCRMSystems.

GoalsofCRMSystems.HowtoSetUpaCRMSystem.

Summary.



3.TheCRMLandscape:WhyNow?

CRMSystemEvolution.MarketingDepartmentChanges.CRMandTransactionProcessing.

OppositeNeedsforOppositeGoals.TheHorizontalView.TheHolisticView.CRMRequirements.

ChangeManagementandMarketStrategy.

IntroductionofNewChannels.BusinessProcessIntegration(BPI).BusinesstoBusinessExchange.InformationTechnologyasEnablingPartner.

TheTechnologyofMicrosoftCRM.

BenefitsforBusiness.DistributedComputing.VendorCollaboration.

Summary.



4.MicrosoftCRMFunctionalandConceptualOverview.

MicrosoftBusinessSolutions,Microsoft,andMicrosoftGreatPlains.MicrosoftCRMProduct
Positioning.MicrosoftCRMVersionsandLicensing.MicrosoftCRMUserInterfaces.Named
UserLicensing.CRMPlatform.MicrosoftCRMConcepts.

Leads,Contacts,andAccounts.

OpportunitiesandCases.

ActivitiesandNotes.SubjectsandProducts.

CoreCRMObjects.

Contacts.ContactStatus.eResources.Accounts.

UseCaseCorner-ExpeditingActivityRecordCreation.Summary.



5.SettingUpMicrosoftCRM.

ArrivingatConsensus.GlobalSettings.

SystemSettings.Auto-Numbering.FiscalYearSettings.

MicrosoftCRMOrganizationStructureandSecurity.

UsersandTeams.PrivilegesandAccessLevels.BusinessUnits.Roles.Queues.Quotas.

DeleteVersusDeactivate.MicrosoftCRM,ExchangeServer,andActiveDirectory.
TheMicrosoftCRMExchangeConnector.Owners,Assignment,andSharing.
SubjectHierarchyinMicrosoftCRM.ProductCatalog.

DiscountLists.UnitGroups.PriceLists.Products.KitProducts.

TemplateManager.UseCaseCorner.Summary.



6.HomePage,Workplace,andNavigation.

TheMicrosoftCRMHomePage.

UserIndicator.MenuBar.NavigationPane.QuickCreate.ContentArea.BottomBar.

MicrosoftCRMNavigationMap.SettingtheMiscellaneousUserOptions.MicrosoftCRMInfo
ViewsandSearching.

FindControl.ViewControl.ActionBar.GridHeader.GridControl.GridFooter.ABCorJump
Bar.AdvancedFind.

Workplace.

TheWorkplaceSub-area.Queues.TheCalendarSub-area.TheActivitiesSub-area.
TheKnowledgeBaseSub-area.

ErrorsinMicrosoftCRM.UseCaseCorner-NavigationtoOtherResourcesthrougha
SimpleQuickLaunchCustomization.Summary.



7.SalesForceAutomation(SFA).

B2BVersusB2C.Leads.

LeadConversion.

SalesTerritoryManager.Quotas.Opportunities.

SettingupaSalesOpportunity.

Products.

OtherContacts.Sales.Quotes.Orders.Invoices.

Competitors.ActivitiesandSalesProcess.MarketingFunctionality.

LeadManagement.ListManagementandUserDataImports.DirectEmail.MailMerge.
MarketingEncyclopedia(SalesLiterature).

UseCaseCorner-TrackingMarketingCampaigns.Summary.



8.MicrosoftCRMSalesforOutlook.

OfflineConcepts.TheMicrosoftCRMSalesforOutlookInterface.MailboxesandFolders.

ExchangeMailbox.PersonalFolderFile.OfflineFolderFile.PublicFolders.ArchiveFile.CRMFolders.

TypicalMicrosoftCRMConfiguration.

PromotingEmailstoCRMActivities.MailMerge.

GoingOffline/Synchronizing.

AmountofDatatoTakeOffline.DataConflicts.RecoveryfromDroppedConnectionsor
HardwareFailure.Scalability.

SynchronizationUndertheHood.ConfigurationandCustomization.Deployment
Considerations.UseCaseCorner-MobilePortal:ExtendingtheReachofMicrosoftCRM.

AccessCustomerData.MaintenanceandInstallation.Availability.

Summary.

Acknowledgement.



9.CustomerService.

CustomerServiceConcepts.UnderstandingCustomerServiceObjectRelationships.
ContractTemplates.ServiceContracts.

InvoicedStatus.ContractObjectFields.ContractLineItems.ContractLineItemCalendar.

Cases.

UsingActivitieswithCases.

Queues.

UserQueues.PublicQueues.KB(KnowledgeBase)Manager.ArticleQueues.
SubjectsandArticles.SearchTab.

UseCaseCorner-GracefullyTransitioningaNewCustomertoYourServiceDepartment.Summary.



10.MicrosoftCRMReports.

ReportNavigation.

SearchingwithinReports.FilteringReports.GroupingReports.DrillingDowntoSubreports.
Charts.ExportingReport
Data.ReportsTable.

ReportCreationandModification.UseCaseCorner-c360SearchPacforMicrosoftCRM.

Multi-FieldSearch.

Summary.

Acknowledgement.



11.ConfiguringMicrosoftCRM.

WhyConfigure?ConfigurationTools.DeploymentManager.

SchemaManager.Attributes-AddingSchemaFields.EntityMapper.Attributes-AddingNewMappings.UserManager.LicenseManager.ServerManager.Importing,
Exporting,andPublishingXML.

SystemCustomization.CustomizingForms.StatusandStatusReason.

CustomizingPreviews.AddingandCustomizingViews.

UseCaseCorner-AddingJavaScripttotheOnChangeEventofPicklistFields.Summary.



12.Workflow.

WorkflowManager.

TriggeringWorkflow.ManualWorkflow.AssignWorkflow.CreateWorkflow.
ChangeStatusWorkflow.Rules
VersusSalesProcesses.

WorkflowActions.

CreateActivity.CreateNote.SendEmail.UpdateObject.ChangeStatus.
AssignObject.PostURL.RunSubprocess.Stop.

WorkflowConditions.

CheckforConditions.WaitForConditions.WaitforTimer.

CreatingaSalesProcess.WorkflowMonitor.WorkflowSecuritySettings.UseCaseCorner-AutomatingBusinessProcessesThroughtheMicrosoftCRMWorkflowMonitor.Summary.



13.MicrosoftCRMIntegrationandDataConversion.

IntegrationBasics.IntegrationComponents.IntegrationPoints.IntegrationDeployment.
IntegrationArchitecture.IntegrationSettings.BizTalkDocumentTracking.InitialDataMigration.
UseCaseCorner-ScribeMigrateforMicrosoftCRM:DataMigration.

MigratingCustomerData.Connectivity.Availability.AboutScribeSoftwareCorporation.

Summary.

Acknowledgement.



14.CustomizingMicrosoftCRM.

MicrosoftCRMConfigurationFiles.

web.config.isv.config.

LinksCustomization.WebResourcesCustomization.MicrosoftCRMSDK.

BeforeWeBegin.TheRunMethod.

CloneCustomization.ActivitySummaryCustomization.Summary.

Acknowledgement.



15.RedesigningYourBusinessforCustomer-Centricity.

MaketheCustomertheBasisforCRMDesign.IntegrateCRMAcrosstheEnterprise.AdopttheStrategic
View.ManageCustomerInformationasanAsset.FuseTraditionalande-Channels.UtilizeCRMAcross
BusinessModels.UnderstandYourBusinessProcess.

TheGoal.IdentifyRolesandResources.Build"BestGuess"Models.Validate"BestGuess"Models.
ConductInterviewswithInternalExpertsandExternalSources.AnalyzeandImproveModels.
GenerateRecommendations.PresentDeliverables.UnderstandDifferentViewpointsinYourBusiness.
AligningwiththeCustomerView.

FromBusinessAmbiguitytoTechnicalPrecision.EnablingCustomer-CentricProcesseswithMicrosoftCRM.

AutomatingBusinessProcesses.AutomatingYourSalesProcess.MarketingandCommunications.
AutomatingYourCustomerServiceProcess.

ArchitectingaShorterTime-to-Market.UseCaseCorner.Summary.



16.ManagingYourServiceVendors.

EstablishingYourRequirements.

DefiningaRequiredTechnologyService.AdoptinganIterativeApproach.StagingDelivery
ThroughReleases.PrioritizingYourBusinessNeeds.GettingEarlyCustomerFeedback.

FindingtheBestProductsandServices.

WhattoLookforinaVendor.DevelopingaVendorSWOTMatrix.ContractsandEmploymentAgreements.

CommunicatingYourRequirements.

WhoAreYouCommunicatingWith?What'sthePlanforCommunicating?OwningaBusinessApp.
BuildingProactiveCommunications.

IntegrateYourVendors.

WhatAreTechnicalComponents?One-StopShopping."BestofBreed"Composition.

TyingItAllTogether.

IdentifyRolesandResources.Build"BestGuess"Models.Validate"BestGuess"Models.
ConductInterviewswithInternalExpertsandExternalSources.AnalyzeandImproveModels.
GenerateRecommendations.PresentDeliverables.AfterImplementation.

PartnershipModel.

StrategicVision.BusinessCase.ProjectScope.BusinessRequirements.UserModel.
ComponentDesign.Construction.
Test.Implementation.

UseCaseCorner.

StepOne.StepTwo.StepThree.

Summary.



17.InstallingandMaintainingVendorSoftwareandServices.

SettheDirection.

IdentifySolutionsandSolutionProviders.WorkThroughRequirementsandProjectPlanning.
SelectaPilotorPrototype
Project.EvaluateResults.

ImplementationStrategiesforCRMProjects.

Utilizing"EarlyReturns"ToPromoteYourProject.SelectingandDevelopingComponentSponsors.
OrganizingtheCRMProject.

HandlingChangesandContinuousImprovement.

SelectingaProjectApproach.ChoosingtheBestApproach.ContinuousCorrections.
ConveyCorrections.ModelCorrections.

TheValidationandVerificationProcesses.

Quality,Testing,andTestPlanning.CategoriesofTesting.RecommendedApproach.
IdentifiedTestingforReleaseI.

UseCaseCorner.Summary.



18.UnderstandingtheCRMMarketplace.

MarketDynamics.

TheCRMMarket.CRMCompetitors.

Microsoft'sResellerPartnerChannel.ThreeAspectsofCorporateCRM.DataWarehousing.

Reporting.AnalyticApplications.CustomerInformation.

OtherServicesRelatedtoCRM.

eCommerce.CampaignManagement.HelpingCustomersHelpThemselves.
WebContentManagementASPVendors.CustomerContact.FieldServiceAutomation.
SalesForceAutomation.

SolutionsfortheSmallandMid-SizedBusiness.UseCaseCorner.Summary.



19.AccessingtheCRMOnlineCommunity.

OnlineCommunities.

SiteRulesandRegulations.PracticeSafeInteractions.

CRMCommunitiesBenefits.

PeerSupport.RepliestoQuestions.InformationExchange.ReadOther'sQuestionsandAnswers.
ResourcesforFurtherResearch.VendorandConsultingSources.LinkstoOtherPublications.
Work,Partnering,andCollaborationOpportunities.

TranslatingfromCorporateCRMtoMicrosoftCRMfortheSME.

WhattoLookFor.AWordofCaution.

CategoriesofSites.

CommunitiesandAssociations.News.Publications.Resources.Inspiration.

SitesbyCategory.

CommunitiesandAssociations.News.Publications.Resources.Inspiration.

Summary.



20.SelectingaConsultantforHelpImplementingMicrosoftCRM.

ReasonstoHireaConsultant.

FamiliarwithBestPractices.TechnologyTransfertoYourEmployees.ProvenMethodsCan
ShortenImplementationTime.

WhattoLookforinaBusinessTechnologyConsultant.

LooselyCoupledRelationshipswithaVarietyofResources.ExperienceAcrossIndustries.
OrientationandEducation.
VarietyofCommunicationsModels.AbilitytoActasTranslator.

DueDiligence.

Credentials.Referrals.Professionals.WrittenProposals.CustomerFirst.

DefiningSpecialists.WhattoExpectafterYouSign.Summary.



21.FutureDirectionsforMicrosoftCRM.

Background.MarketTiming.TheNextStep-MicrosoftBusinessFramework(MBF).Short-andLong
-TermDirection.Summary.

Index.

商品描述(中文翻譯)

一款精密卻易於使用的軟體程式，Microsoft CRM 處理全方位的銷售和客戶服務功能，並允許使用者從 Microsoft Outlook 和網路訪問關鍵的客戶和銷售資訊。它設計為快速部署、易於使用，並與 Microsoft Office 和 Microsoft Great Plains 的後端解決方案整合，提升資訊的可靠性、員工的使用率和生產力。

《特別版使用 Microsoft CRM》向銷售、服務和業務發展專家展示如何利用這項先進技術來管理小型企業，這項技術直到現在仍然是大型企業的專利。基於作者在建立 CRM 系統方面的實際經驗，本書提供了 MS CRM 使用者所需的專業建議。為了使用 MS CRM 轉向以客戶為中心的運營，公司需要一本深入的指南來管理流程、使用軟體以及做出所需的實施決策。

目錄

1. 介紹。
誰應該閱讀本書？
市場產品經理、資訊經理、資料庫分析師和報告專家。戰略規劃者、業務發展經理、變革經理和市場策略師。財務經理和定價及盈利能力分析師。廣告和公關專家、銷售和服務人員、促銷和活動經理。客戶經理和區域經理。

多層次參考。
在您的業務中應用 CRM 原則。為您的公司實施 Microsoft CRM。自訂您的 Microsoft CRM 安裝。隨著業務增長擴展您的 CRM 系統。了解 CRM 市場。管理與服務供應商的關係。將 Microsoft CRM 與其他應用程式和數據整合。重新設計您的業務以更具客戶中心。訪問 CRM 社區。尋找實施 Microsoft CRM 的諮詢幫助。

書中的特別功能。
提示、註解、注意事項、故障排除、交叉參考、使用案例角落。

摘要。

2. CRM 基礎。
CRM 是一種商業策略。
CRM 是全面的。CRM 幫助您將客戶放在首位。CRM 衡量商業表現。

電子商務的影響及演變能力。
企業應用程式。業務流程整合 (BPI)。內部和外部整合。業務表現監控。

Microsoft 的 CRM 產品。
交付版本。介紹 Microsoft CRM 的組件。

與 CRM 系統互動。
CRM 系統的目標。如何設置 CRM 系統。

摘要。

3. CRM 環境：為什麼是現在？
CRM 系統的演變。市場部門的變化。CRM 和交易處理。

相反需求的相反目標。橫向視圖。整體視圖。CRM 要求。

變革管理和市場策略。
新渠道的引入。業務流程整合 (BPI)。企業對企業的交換。資訊技術作為啟用夥伴。

Microsoft CRM 的技術。
對業務的好處。分散式計算。供應商合作。

摘要。

4. Microsoft CRM 功能和概念概述。
Microsoft 商業解決方案、Microsoft 和 Microsoft Great Plains。Microsoft CRM 產品定位。Microsoft CRM 版本和授權。Microsoft CRM 使用者介面。命名使用者授權。CRM 平台。Microsoft CRM 概念。

潛在客戶、聯絡人和帳戶。
機會和案例。
活動和註解。主題和產品。
核心 CRM 物件。
聯絡人。聯絡狀態。電子資源。帳戶。
使用案例角落 - 加速活動記錄創建。摘要。

5. 設置 Microsoft CRM。
達成共識。全域設置。
系統設置。自動編號。財政年度設置。

Microsoft CRM 組織結構和安全性。
使用者和團隊。權限和訪問級別。業務單位。角色。佇列。配額。

刪除與停用。Microsoft CRM、Exchange Server 和 Active Directory。Microsoft CRM Exchange 連接器。擁有者、分配和共享。Microsoft CRM 中的主題層級。產品目錄。

折扣清單。單位組。價格清單。產品。套件產品。

模板管理器。使用案例角落。摘要。

6. 首頁、工作區和導航。
Microsoft CRM 首頁。
使用者指示器。菜單欄。導航窗格。快速創建。內容區。底部欄。

Microsoft CRM 導航地圖。設置雜項使用者選項。Microsoft CRM 資訊視圖和搜尋。

查找控制。視圖控制。操作欄。網格標題。網格控制。網格底部。ABC 或跳轉欄。進階查找。

工作區。
工作區子區域。佇列。日曆子區域。活動子區域。知識庫子區域。

Microsoft CRM 中的錯誤。使用案例角落 - 通過簡單的快速啟動自訂導航到其他資源。摘要。

7. 銷售自動化 (SFA)。
B2B 與 B2C。潛在客戶。
潛在客戶轉換。
銷售區域經理。配額。機會。

設置銷售機會。
產品。
其他聯絡人。銷售。報價。訂單。發票。
競爭對手。活動和銷售流程。市場功能。

潛在客戶管理。清單管理和使用者數據導入。直接郵件。郵件合併。市場百科全書（銷售文獻）。

使用案例角落 - 追蹤市場活動。摘要。

8. Microsoft CRM 銷售 for Outlook。
離線概念。Microsoft CRM 銷售 for Outlook 介面。郵箱和資料夾。

Exchange 郵箱。個人資料夾檔案。離線資料夾檔案。公共資料夾。歸檔檔案。CRM 資料夾。

典型的 Microsoft CRM 配置。
將電子郵件推廣到 CRM 活動。郵件合併。
離線/同步。

離線所需的數據量。數據衝突。從掉線或硬體故障中恢復。可擴展性。

底層的同步。配置和自訂。部署考量。使用案例角落 - 行動入口：擴展 Microsoft CRM 的觸及範圍。

訪問客戶數據。維護和安裝。可用性。

摘要。
致謝。

9. 客戶服務。
客戶服務概念。理解客戶服務物件關係。合約範本。服務合約。

發票狀態。合約物件欄位。合約項目。合約項目日曆。

案例。
在案例中使用活動。

佇列。
使用者佇列。公共佇列。知識庫 (KB) 管理員。文章佇列。主題和文章。搜尋標籤。

使用案例角落 - 優雅地將新客戶轉移到您的服務部門。摘要。

10. Microsoft CRM 報告。
報告導航。
在報告中搜尋。過濾報告。分組報告。深入子報告。圖表。導出報告數據。報告表。

報告創建和修改。使用案例角落 - c360SearchPac for Microsoft CRM。

多欄位搜尋。
摘要。
致謝。

11. 配置 Microsoft CRM。
為什麼要配置？配置工具。部署管理器。

架構管理器。屬性 - 添加架構欄位。實體映射器。屬性 - 添加新映射。使用者管理器。授權管理器。伺服器管理器。導入、導出和發布 XML。

系統自訂。自訂表單。狀態和狀態原因。

自訂預覽。添加和自訂視圖。

使用案例角落 - 將 JavaScript 添加到選擇清單欄位的 OnChange 事件。摘要。

12. 工作流程。
工作流程管理器。
觸發工作流程。手動工作流程。分配工作流程。創建工作流程。變更狀態工作流程。規則與銷售流程。

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