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.