maximizing your sales with microsoft dynamics crm 2011 [electronic resource]

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maximizing your sales with microsoft dynamics crm 2011 [electronic resource]

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[...]... intentionally left blank Maximizing Your Sales with Microsoft Dynamics CRM 2011 Introduction What Is Microsoft Dynamics CRM? Microsoft Dynamics CRM is a customer relationship management tool At its very core, Microsoft Dynamics CRM is a database It’s the place where you can enter information about your customers: Who works at the company, what are their roles, who at your company has communicated with them, what... Using sales literature .82 Task A Adding sales literature 82 Task B Viewing sales literature .83 Opportunity reporting .84 Task A Exporting opportunities to Excel 84 Task B Running opportunity reports .85 x Maximizing Your Sales with Microsoft Dynamics CRM 2011 Chapter 7 Scheduling Activities within the CRM Web Client 87 Working with activities in Microsoft Dynamics. .. calls? Need to get a handle on your sales pipeline? You’ll get all of this and more in Microsoft Dynamics CRM Microsoft Dynamics CRM goes way beyond traditional databases, though It has many built-in tools to help manage the interactions you have with your customers There are a lot of CRM systems on the market Microsoft Dynamics CRM is the first, however, to fully integrate into Microsoft Office Outlook... On the Leads menu, highlight Delete, then click Delete 5 Confirm your deletion by clicking OK Maximizing Your Sales with Microsoft Dynamics CRM 2011 Viewing leads If you’re a salesperson, your lead list is probably the most important thing in Microsoft Dynamics CRM It’s easy to find a specific lead in a one-off situation If you find yourself looking for a set of leads often, you can create a view.. .Maximizing Your Sales with Microsoft Dynamics CRM 2011 Sending e-mails within Outlook 64 Task A Tracking a new Outlook e-mail in CRM .64 Task B Tracking an incoming Outlook e-mail in Microsoft Dynamics CRM 65 Task C Sending template-based e-mails in Outlook 66 Task D Attaching Sales Literature to an outgoing e-mail 67 Converting... data for your account 3 On the ribbon in the Save group, click the Save & Close button 12 Outlook 2003/2007: 1 On the toolbar, click the New Record drop-down and select a record type 2 Enter field data for your account 3 Click the Save & Close button Maximizing Your Sales with Microsoft Dynamics CRM 2011 Task B Editing an existing record Anytime you see a list of records in Microsoft Dynamics CRM, you... in this book will work both in the Microsoft Dynamics CRM web application and within Outlook For more information on purchasing Microsoft Dynamics CRM go to http:/ /crm .dynamics. com or call 877 -CRM- CHOICE (877-276-2464) xix This page intentionally left blank Chapter 1 Working with Leads ■ Creating and deleting leads ■ Viewing leads ■ Qualifying leads Chapter 1 Working with Leads Creating and deleting... about your lead into the form that appears 4 On the Lead tab of the ribbon, in the Save group, click the Save & Close button 1 In the Navigation Pane, click Sales and then Leads 2 On the Leads menu, click the New button 3 Enter information about your lead into the form that appears 4 Click the Save and Close button at the top to save your changes Maximizing Your Sales with Microsoft Dynamics CRM 2011. .. 6 Outlook 2007/2010: 1 On the Navigation Pane, click Sales and then Leads 2 Your current leads list should appear 3 At the top of the leads list, you will see tabs representing the views that have been pinned Click the furthest tab to the right to add a new tab/view to your list of existing tabs Maximizing Your Sales with Microsoft Dynamics CRM 2011 Qualifying leads Leads are temporary, and all leads... .161 Task C Managing service resource work hours 162 xiv Maximizing Your Sales with Microsoft Dynamics CRM 2011 Chapter 16 Import and Export 163 Using the Import Data Wizard .164 Task A Task B Task C Task D Task E Importing a text file .164 Importing multiple files 165 Analyzing your import job .166 Dealing with failed import records 167 Deleting all records created . xix Maximizing Your Sales with Microsoft Dynamics CRM 2011 Introduction What Is Microsoft Dynamics CRM? Microsoft Dynamics CRM is a customer relationship management tool. At its very core, Microsoft. reports 85 xi Maximizing Your Sales with Microsoft Dynamics CRM 2011 Chapter 7 Scheduling Activities within the CRM Web Client 87 Working with activities in Microsoft Dynamics CRM 88 Task A. Pearson Maximizing Your Sales with Microsoft Dynamics CRM 2011 iv About the Authors Edward Kachinske has written more than 25 books on CRM- related topics, including Maximizing Your Sales with Microsoft Dynamics

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  • Cover

  • Contents

  • Introduction

  • Chapter 1 Working with Leads

    • Creating and deleting leads

      • Task A: Creating a new lead

      • Task B: Importing a list of leads

      • Task C: Deleting a lead

    • Viewing leads

      • Task A: Finding a lead

      • Task B: Switching between different lead views

    • Qualifying leads

      • Task A: Converting leads to accounts, contacts, or opportunities

      • Task B: Disqualifying a lead

      • Task C: Reactivating a closed lead

  • Chapter 2 Working with Records

    • Creating and deleting records

      • Task A: Creating a new record

      • Task B: Editing an existing record

      • Task C: Deleting or deactivating a record

      • Task D: Bulk deleting records

      • Task E: Adding notes for a record

      • Task F: Adding attachments for a record

    • Viewing records

      • Task A: Finding a record

      • Task B: Switching views

      • Task C: Viewing pending and closed activities for a record

      • Task D: Printing information about a record

      • Task E: Viewing contacts associated with an account

      • Task F: Setting conditional formatting on a view

    • Sharing records

      • Task A: Assigning a record to another user or team

      • Task B: Sharing a record with another user or team

      • Task C: Checking your permissions for a record

    • Creating connections between records

      • Task A: Defining a connection between two records

      • Task B: Connecting a record to yourself

      • Task C: Defining connection roles

  • Chapter 3 Searches and Views

    • Finding records

      • Task A: Searching with a Quick Find

      • Task B: Changing the fields that are searched when performing a Quick Find

      • Task C: Filtering a view

      • Task D: Pinning a view in Outlook 2007/2010

      • Task E: Grouping a list by a field

    • Advanced Find

      • Task A: Using the Advanced Find feature

      • Task B: Exporting an Advanced Find view to Excel

      • Task C: Changing the columns that show in Advanced Find search results

    • Personal views

      • Task A: Creating a personal view

      • Task B: Setting your default personal view

    • Searching for duplicates

      • Task A: Finding duplicates

      • Task B: Viewing duplicate records

      • Task C: Merging duplicate records

  • Chapter 4 Visual Reporting with Dashboards

    • Creating a dashboard

      • Task A: Creating a system dashboard

      • Task B: Creating a personal dashboard

      • Task C: Editing a dashboard

      • Task D: Sharing a personal dashboard with other users or teams

      • Task E: Creating dashboard charts and views

    • Using dashboards

      • Task A: Viewing, switching, and enlarging dashboards

      • Task B: Drilling down data

      • Task C: Viewing source records on a chart

  • Chapter 5 Outlook Integration

    • Installing the Outlook plugin

      • Task A: Installing the plugin

    • Outlook/CRM synchronization

      • Task A: Going offline and online

      • Task B: Configuring which records sync from CRM to Outlook

    • Working with CRM contacts, accounts, and leads in Outlook

      • Task A: Tracking existing Outlook contacts in CRM

      • Task B: Working with CRM accounts within Outlook

      • Task C: Working with CRM leads in Outlook

    • Scheduling activities within Outlook

      • Task A: Tracking Outlook tasks in CRM

      • Task B: Tracking Outlook appointments in CRM

    • Sending e-mails within Outlook

      • Task A: Tracking a new Outlook e-mail in CRM

      • Task B: Tracking an incoming Outlook e-mail in Microsoft Dynamics CRM

      • Task C: Sending template-based e-mails in Outlook

      • Task D: Attaching Sales Literature to an outgoing e-mail

    • Converting Outlook e-mails

      • Task A: Converting an e-mail to an Opportunity

      • Task B: Converting an e-mail to a case

  • Chapter 6 Managing Sales

    • Managing goals

      • Task A: Creating “amount” goal metrics (Step 1)

      • Task B: Creating “count” goal metrics (Step 2)

      • Task C: Creating rollup queries (Step 3)

      • Task D: Creating individual goals (Step 4)

    • Creating and editing opportunities

      • Task A: Creating a new opportunity

      • Task B: Adding products to an opportunity

      • Task C: Editing an existing opportunity

      • Task D: Closing an opportunity

    • Tracking competitors

      • Task A: Managing the list of competitors

      • Task B: Creating a relationship between a competitor and an opportunity

    • Using sales literature

      • Task A: Adding sales literature

      • Task B: Viewing sales literature

    • Opportunity reporting

      • Task A: Exporting opportunities to Excel

      • Task B: Running opportunity reports

  • Chapter 7 Scheduling Activities within the CRM Web Client

    • Working with activities in Microsoft Dynamics CRM

      • Task A: Viewing the calendar in Microsoft Dynamics CRM

      • Task B: Viewing activities linked with a record in Microsoft Dynamics CRM

      • Task C: Creating a new appointment

      • Task D: Creating a new task

      • Task E: Scheduling a recurring appointment

    • Converting activities

      • Task A: Closing an activity

      • Task B: Converting an appointment to an opportunity

  • Chapter 8 Managing Campaigns

    • Creating a campaign

      • Task A: Creating a new campaign

      • Task B: Creating a campaign template

    • Adding items to a campaign

      • Task A: Adding a planning activity to a campaign

      • Task B: Adding a campaign activity to a campaign

      • Task C: Adding a marketing list or product to a campaign

    • Quick campaigns

      • Task A: Creating a quick campaign

    • Campaign responses

      • Task A: Creating a campaign response

      • Task B: Duplicating a campaign response

      • Task C: Converting campaign responses to leads or opportunities

      • Task D: Closing a campaign response

  • Chapter 9 Marketing Lists

    • Creating marketing lists

      • Task A: Creating a static marketing list

      • Task B: Creating a dynamic marketing list

      • Task C: Activating/deactivating a marketing list

    • Managing list membership

      • Task A: Adding records to a marketing list

      • Task B: Copying membership for another marketing list

      • Task C: Removing records from a marketing list

  • Chapter 10 Letters, Envelopes, and Labels

    • Running a mail merge

      • Task A: Selecting recipients for a mail merge

      • Task B: Executing a mail merge

      • Task C: Printing labels for customers

      • Task D: Printing envelopes for customers

    • Creating mail merge templates in Microsoft Word

      • Task A: Creating personal templates

      • Task B: Making templates available to the entire organization

  • Chapter 11 Sending E-mail

    • Sending e-mail

      • Task A: Sending a template-based direct e-mail

      • Task B: Viewing a history of e-mail sent or tracked through CRM

    • Sending e-mails to multiple recipients

      • Task A: Selecting multiple e-mail recipients

      • Task B: Sending an e-mail to multiple recipients

    • Workflow e-mails

      • Task A: Configuring workflow to automatically send e-mails

  • Chapter 12 Managing Contracts

    • Creating contracts

      • Task A: Creating a new contract template

      • Task B: Creating a new contract

      • Task C: Creating a new contract line

    • Working with contracts

      • Task A: Activating and invoicing a contract

      • Task B: Canceling a contract

      • Task C: Renewing a contract

  • Chapter 13 Managing Cases

    • Creating cases

      • Task A: Creating a new case

      • Task B: Entering notes for a case

    • Working with cases

      • Task A: Assigning cases to other CRM users or queues

      • Task B: Resolving cases

      • Task C: Reactivating cases

      • Task D: Assigning a knowledge base article to a case

      • Task E: Running a neglected cases report

  • Chapter 14 Using the Articles Library

    • Creating articles

      • Task A: Creating articles

      • Task B: Submitting an article for approval

      • Task C: Publishing a knowledge-base article

      • Task D: Commenting on an article

    • Searching and printing the articles library

      • Task A: Searching the articles library

      • Task B: Printing articles

  • Chapter 15 Service Scheduling

    • Viewing the service calendar

      • Task A: Viewing the service calendar

      • Task B: Filtering the service calendar

      • Task C: Searching the service calendar

    • Scheduling service activities and appointments

      • Task A: Scheduling a new service activity

      • Task B: Rescheduling service activities

      • Task C: Creating a service activity for a case

    • Setting up services, resources, and work hours

      • Task A: Creating services

      • Task B: Assigning resources to services

      • Task C: Managing service resource work hours

  • Chapter 16 Import and Export

    • Using the Import Data Wizard

      • Task A: Importing a text file

      • Task B: Importing multiple files

      • Task C: Analyzing your import job

      • Task D: Dealing with failed import records

      • Task E: Deleting all records created by an import

    • Exporting data

      • Task A: Exporting data to Excel

      • Task B: Exporting data to Excel for cleanup and re-import

    • Using Excel exports for reporting

      • Task A: Exporting a dynamic Excel PivotTable

      • Task B: Exporting a dynamic Excel spreadsheet

  • Chapter 17 Automated Processes

    • Creating workflows and dialogs

      • Task A: Workflow example: Forcing a new follow-up activity when opportunities are created

      • Task B: Workflow example: Creating an e-mail when leads are created

      • Task C: Running an on-demand workflow

      • Task D: Creating a dialog

  • Chapter 18 Customizing Your Solution

    • Creating entities

      • Task A: Creating a new entity

      • Task B: Publishing customizations

    • Customizing fields

      • Task A: Creating a new field for an entity

      • Task B: Creating a security-enabled field

      • Task C: Creating a global option set

    • Customizing forms and views

      • Task A: Editing the form for an entity

      • Task B: Adding sub-grids to a form

      • Task C: Customizing the left navigation pane for a form

      • Task D: Creating a system view

      • Task E: Enabling auditing

  • Chapter 19 Managing Users and Security Roles

    • Creating users

      • Task A: Adding a new user

      • Task B: Disabling a user record

      • Task C: Reassigning user information

    • Security roles

      • Task A: Creating a security role

      • Task B: Assigning a security role to a user

    • CRM Online users

      • Task A: Managing licensing and purchased storage

      • Task B: Creating a Windows Live ID

  • Chapter 20 Creating Business Units and Teams

    • Working with business units

      • Task A: Creating a business unit

      • Task B: Changing settings for an existing business unit

      • Task C: Disabling a business unit

      • Task D: Changing the business unit for a user

    • Working with teams

      • Task A: Creating a new team

      • Task B: Changing team membership

  • Chapter 21 Sharing and Assigning Records

    • Sharing records with others

      • Task A: Sharing a record with another CRM user, team, or business unit

      • Task B: Checking your access for a record

    • Assigning records to others

      • Task A: Assigning a record to another CRM user, team, or business unit

      • Task B: Sharing or assigning multiple records

  • Index

    • A

    • B

    • C

    • D

    • E

    • F

    • G

    • I

    • K

    • L

    • M

    • N

    • O

    • P

    • Q

    • R

    • S

    • T

    • U

    • V

    • W

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