CRM software: Microsoft Dynamics CRM for small businesses
Published: January 10, 2006
This training manual provides an overview of the processes and functionality available to Microsoft Dynamics CRM users. It begins with an introduction to the core concepts of Microsoft Dynamics CRM and then focuses on marketing automation, sales management, and customer service processes, respectively. The course is intended to be introductory in nature and uses instructor-led demonstrations. It is intended for small business partners new to Microsoft Dynamics CRM and seeking to gain an overview of its capabilities.
Topics covered in the training manual include:
| • | Basic Microsoft Dynamics CRM concepts, including object types, navigation, and user interface |
| • | The various ways that marketing lists can be created and used in Microsoft Dynamics CRM |
| • | How to create and manage marketing campaigns |
| • | How a potential sale moves from lead to opportunity to quote to order and finally to invoice |
| • | How sales processes can be implemented in Microsoft Dynamics CRM |
| • | Customer service using cases, knowledge base articles, and contracts |
| • | The service scheduling engine |
