Customer Relationship Management (CRM) software is one of the fastest growing categories of software, with major players such as SAP and Oracle fighting for market share with innovative newcomers such as Salesforce.com. Never one to let an opportunity pass it by, Microsoft has identified the area as a major focus for growth. Their entry in this area is called Dynamics CRM. It is a key part of their Dynamics suite of products, and the newest version, numbered 4.0, will be released in the first quarter of 2008. They predict that within the next year or two Dynamics will be their next billion dollar a year product. In spite of the major growth in companies using Dynamics, and in spite of the complexity of using it, there is little information available yet on Dynamics. This book offers soup to nuts coverage of Dynamics CRM, for all levels, from users to administrators to developers. It is fully up to date for version 4.0, and will be released as clost to day and date with the software release as possible. The authors are perfectly suited to write the book: through their companies' focus on Dynamics they have both the inside connections to the product team at Microsoft as well as the experience and insight from working with companies installing and using the product. This book could be a sleeper. Product Description
Microsoft® Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to its fullest advantage.
The authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. The far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. The authors offer independent insight into Dynamics CRM's most powerful new features, from its improved interface to its new mail merge and data migration tools.
This book is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors provide example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else.
Detailed information on how to.
Set up, configure, and maintain all facets of Dynamics CRM in any organization or industry
Thoroughly understand both the on-premise and hosted versions of Dynamics CRM
Make the most of Dynamics' new features, including email, the Outlook client, Internet Facing Deployment (IFD), and relationships
Manage sales leads, opportunities, accounts, contacts, marketing lists, sales collateral, campaigns, quotes, orders, and invoices
Improve customer service by integrating schedules, cases, contacts, product/service information, and more
Build powerful automated workflows that streamline key sales tasks and liberate salespeople for more effective selling
Efficiently administer and secure any Dynamics CRM implementation
Drive greater value by integrating Dynamics CRM with Microsoft Office productivity tools
Customize and extend Dynamics CRM using Visual Studio, .NET, and custom plug-ins and add-ons
ON THE WEB:
Download all of this book's examples and source code at informit.com/title/9780672329708
Backcover
Microsoft® Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to its fullest advantage.
The authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. The far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. The authors offer independent insight into Dynamics CRM's most powerful new features, from its improved interface to its new mail merge and data migration tools.
This book is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors provide example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else.
Detailed information on how to.
Set up, configure, and maintain all facets of Dynamics CRM in any organization or industry
Thoroughly understand both the on-premise and hosted versions of Dynamics CRM
Make the most of Dynamics' new features, including email, the Outlook client, Internet Facing Deployment (IFD), and relationships
Manage sales leads, opportunities, accounts, contacts, marketing lists, sales collateral, campaigns, quotes, orders, and invoices
Improve customer service by integrating schedules, cases, contacts, product/service information, and more
Build powerful automated workflows that streamline key sales tasks and liberate salespeople for more effective selling
Efficiently administer and secure any Dynamics CRM implementation
Drive greater value by integrating Dynamics CRM with Microsoft Office productivity tools
Customize and extend Dynamics CRM using Visual Studio, .NET, and custom plug-ins and add-ons
ON THE WEB:
Download all of this book's examples and source code at informit.com/title/9780672329708
Introduction 1
1 New Features of Microsoft Dynamics CRM 3
2 Why Businesses Need a CRM System 15
3 The Evolution of Microsoft Dynamics CRM 4.0 23
4 Requirements for CRM 4.0 37
5 Setting Up CRM 4.0 55
6 Data Migration and Conversion 89
7 Common Functions 137
8 Working with Customers 179
9 Working with the Workplace 199
10 Working with Sales 241
11 Working with Marketing 283
12 Working with Service 307
13 Reporting 341
14 Settings and Configuration 375
15 E-mail Configuration 467
16 Configuration and Customization Tools 493
17 Forms Authentication 505
18 Advanced Reporting 523
19 Customizing Entities 549
20 Workflow Development 597
21 Plug-Ins 641
22 Web Services 681
23 ISV Customizations 721
24 Interacting with Custom Web Applications 735
25 Migrating Data from Other Systems to Microsoft Dynamics CRM 759
26 Third-Party Add-On Options 781
27 Other Microsoft Dynamics Products 799
Appendix 807
Index 813
Microsoft® Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to its fullest advantage.
The authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. The far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. The authors offer independent insight into Dynamics CRM's most powerful new features, from its improved interface to its new mail merge and data migration tools.
This book is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors provide example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else.
Detailed information on how to.
Set up, configure, and maintain all facets of Dynamics CRM in any organization or industry
Thoroughly understand both the on-premise and hosted versions of Dynamics CRM
Make the most of Dynamics' new features, including email, the Outlook client, Internet Facing Deployment (IFD), and relationships
Manage sales leads, opportunities, accounts, contacts, marketing lists, sales collateral, campaigns, quotes, orders, and invoices
Improve customer service by integrating schedules, cases, contacts, product/service information, and more
Build powerful automated workflows that streamline key sales tasks and liberate salespeople for more effective selling
Efficiently administer and secure any Dynamics CRM implementation
Drive greater value by integrating Dynamics CRM with Microsoft Office productivity tools
Customize and extend Dynamics CRM using Visual Studio, .NET, and custom plug-ins and add-ons
ON THE WEB:
Download all of this book's examples and source code at informit.com/title/9780672329708
Backcover
Microsoft® Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to its fullest advantage.
The authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. The far-reaching coverage ranges from Dynamics CRM's sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. The authors offer independent insight into Dynamics CRM's most powerful new features, from its improved interface to its new mail merge and data migration tools.
This book is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors provide example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else.
Detailed information on how to.
Set up, configure, and maintain all facets of Dynamics CRM in any organization or industry
Thoroughly understand both the on-premise and hosted versions of Dynamics CRM
Make the most of Dynamics' new features, including email, the Outlook client, Internet Facing Deployment (IFD), and relationships
Manage sales leads, opportunities, accounts, contacts, marketing lists, sales collateral, campaigns, quotes, orders, and invoices
Improve customer service by integrating schedules, cases, contacts, product/service information, and more
Build powerful automated workflows that streamline key sales tasks and liberate salespeople for more effective selling
Efficiently administer and secure any Dynamics CRM implementation
Drive greater value by integrating Dynamics CRM with Microsoft Office productivity tools
Customize and extend Dynamics CRM using Visual Studio, .NET, and custom plug-ins and add-ons
ON THE WEB:
Download all of this book's examples and source code at informit.com/title/9780672329708
Introduction 1
1 New Features of Microsoft Dynamics CRM 3
2 Why Businesses Need a CRM System 15
3 The Evolution of Microsoft Dynamics CRM 4.0 23
4 Requirements for CRM 4.0 37
5 Setting Up CRM 4.0 55
6 Data Migration and Conversion 89
7 Common Functions 137
8 Working with Customers 179
9 Working with the Workplace 199
10 Working with Sales 241
11 Working with Marketing 283
12 Working with Service 307
13 Reporting 341
14 Settings and Configuration 375
15 E-mail Configuration 467
16 Configuration and Customization Tools 493
17 Forms Authentication 505
18 Advanced Reporting 523
19 Customizing Entities 549
20 Workflow Development 597
21 Plug-Ins 641
22 Web Services 681
23 ISV Customizations 721
24 Interacting with Custom Web Applications 735
25 Migrating Data from Other Systems to Microsoft Dynamics CRM 759
26 Third-Party Add-On Options 781
27 Other Microsoft Dynamics Products 799
Appendix 807
Index 813