| Introduction.
Part I: Microsoft CRM Basics.
Chapter 1: Taking a First Look at Microsoft CRM 3.
Chapter 2: Navigating the Microsoft CRM System.
Chapter 3: Using Microsoft CRM Online and Offline.
Part II: Setting the Settings.
Chapter 4: Personalizing Your System.
Chapter 5: Understanding Security and Access Rights.
Chapter 6: Managing Territories, Business Units, and Teams.
Chapter 7: Developing Processes.
Chapter 8: Implementing Rules and Workflow.
Chapter 9: Creating and Using the Knowledge Base.
Chapter 10: Setting Up the Product Catalog.
Chapter 11: Running Reports.
Chapter 12: Sending Announcements.
Part III: Managing Sales.
Chapter 13: Working with Accounts and Contacts.
Chapter 14: Managing Your Calendar.
Chapter 15: Setting Sales Quotas and Generating Forecasts.
Chapter 16: Using E-Mail.
Chapter 17: Handling Leads and Opportunities.
Chapter 18: Generating Quotes, Orders, and Invoices.
Chapter 19: Setting Up Your Sales Literature.
Chapter 20: Using Notes and Attachments.
Part IV: Making the Most of Marketing.
Chapter 21: Targeting Accounts and Contacts.
Chapter 22: Managing Campaigns.
Part V: Taking Care of Your Customers.
Chapter 23: Working with Cases.
Chapter 24: Scheduling Services.
Chapter 25: Managing Your Subjects.
Chapter 26: Managing Queues.
Chapter 27: Building Contracts.
Part VI: The Part of Tens.
Chapter 28: Ten Add-Ons.
Chapter 29: Ten Ways to Get Help.
Index.
| 
