Joel Scott is among a handful of global experts on CRM for small and medium-sized businesses. Michael DeLisa is the Director of Training at Computer Control Corporation.

• Introduction. Part I: Microsoft CRM Basics.Chapter 1: Looking Over Microsoft CRM.Chapter 2: Navigating the Microsoft CRM System.Chapter 3: Personalizing Your System.Part II: Managing Sales.Chapter 4: Working with Accounts and Contacts.Chapter 5: Creating and Managing Activities.Chapter 6: Using Notes and Attachments.Chapter 7: Using Your E-Mail.Chapter 8: Managing Territories.Chapter 9: Leads and Opportunities.Chapter 10: Using the Product Catalog.Chapter 11: Generating Quotes, Orders, and Invoices.Chapter 12: Sales Literature and Competitors.Chapter 13: Sales Quotas and Forecasting.Part III: Customer Service.Chapter 14: Working with Cases.Chapter 15: The Subject Manager.Chapter 16: Using the Knowledge Base.Chapter 17: Managing the Queues.Chapter 18: Working with Contracts.Part IV: Managing the WorkPlace.Chapter 19: Managing Business Units.Chapter 20: Security and Access Rights.Chapter 21: Implementing a Sales Process.Chapter 22: Business Rules and Workflow.Chapter 23: Running Reports.Part V: The Part of Tens.Chapter 24: Almost Ten Add-On Products.Chapter 25: Ten Ways to Get Help.Part VI: Appendixes.Chapter 26: Imitating Outlook.Chapter 27: Importing and Exporting Data.Chapter 28: Glossary.Chapter 29: Hardware, Networks, and Licenses.Index.

Joel Scott is among a handful of global experts on CRM for small and medium-sized businesses. Michael DeLisa is the Director of Training at Computer Control Corporation.

• Introduction. Part I: Microsoft CRM Basics.Chapter 1: Looking Over Microsoft CRM.Chapter 2: Navigating the Microsoft CRM System.Chapter 3: Personalizing Your System.Part II: Managing Sales.Chapter 4: Working with Accounts and Contacts.Chapter 5: Creating and Managing Activities.Chapter 6: Using Notes and Attachments.Chapter 7: Using Your E-Mail.Chapter 8: Managing Territories.Chapter 9: Leads and Opportunities.Chapter 10: Using the Product Catalog.Chapter 11: Generating Quotes, Orders, and Invoices.Chapter 12: Sales Literature and Competitors.Chapter 13: Sales Quotas and Forecasting.Part III: Customer Service.Chapter 14: Working with Cases.Chapter 15: The Subject Manager.Chapter 16: Using the Knowledge Base.Chapter 17: Managing the Queues.Chapter 18: Working with Contracts.Part IV: Managing the WorkPlace.Chapter 19: Managing Business Units.Chapter 20: Security and Access Rights.Chapter 21: Implementing a Sales Process.Chapter 22: Business Rules and Workflow.Chapter 23: Running Reports.Part V: The Part of Tens.Chapter 24: Almost Ten Add-On Products.Chapter 25: Ten Ways to Get Help.Part VI: Appendixes.Chapter 26: Imitating Outlook.Chapter 27: Importing and Exporting Data.Chapter 28: Glossary.Chapter 29: Hardware, Networks, and Licenses.Index.

Joel Scott is among a handful of global experts on CRM for small and medium-sized businesses. Michael DeLisa is the Director of Training at Computer Control Corporation.

• Introduction. Part I: Microsoft CRM Basics.Chapter 1: Looking Over Microsoft CRM.Chapter 2: Navigating the Microsoft CRM System.Chapter 3: Personalizing Your System.Part II: Managing Sales.Chapter 4: Working with Accounts and Contacts.Chapter 5: Creating and Managing Activities.Chapter 6: Using Notes and Attachments.Chapter 7: Using Your E-Mail.Chapter 8: Managing Territories.Chapter 9: Leads and Opportunities.Chapter 10: Using the Product Catalog.Chapter 11: Generating Quotes, Orders, and Invoices.Chapter 12: Sales Literature and Competitors.Chapter 13: Sales Quotas and Forecasting.Part III: Customer Service.Chapter 14: Working with Cases.Chapter 15: The Subject Manager.Chapter 16: Using the Knowledge Base.Chapter 17: Managing the Queues.Chapter 18: Working with Contracts.Part IV: Managing the WorkPlace.Chapter 19: Managing Business Units.Chapter 20: Security and Access Rights.Chapter 21: Implementing a Sales Process.Chapter 22: Business Rules and Workflow.Chapter 23: Running Reports.Part V: The Part of Tens.Chapter 24: Almost Ten Add-On Products.Chapter 25: Ten Ways to Get Help.Part VI: Appendixes.Chapter 26: Imitating Outlook.Chapter 27: Importing and Exporting Data.Chapter 28: Glossary.Chapter 29: Hardware, Networks, and Licenses.Index.