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Success with Microsoft Dynamics CRM 4.0—Implementing Customer Relationship Management

Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

by Justin Mathena, Aaron Yetter and Hoss Hostetler

2009 (264 pages)

ISBN:9781430216049

Demonstrating best practices for design, configuration, and development, this book uses real-world solutions and exercises giving you the confidence and expertise to deliver an implementation that provides long-term success for your organization.

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Success with Microsoft Dynamics CRM 4.0—Implementing Customer Relationship Management
Foreword
Introduction
Part 1 - The Evolution of CRM and Microsoft Dynamics CRM
Chapter 1	-	The Evolution of CRM—How CRM's Evolution is Relevant to the Value of Today's CRM Initiatives
Chapter 2	-	Microsoft CRM in the Market—Microsoft Enters the Market
Part 2 - Implementation Planning, Approach, and Guidelines
Chapter 3	-	Planning Your CRM Initiative—Strategic Planning
Chapter 4	-	Initiating and Executing a CRM Phase
Chapter 5	-	Configuration Guidelines for Core Functionality
Part 3 - Ensuring Long-Term Success with CRM
Chapter 6	-	Avoiding the Doldrums—Common CRM Post-Deployment Challenges
Chapter 7	-	Opportunities to Expand the Value of CRM