Special Edition Using Microsoft CRM (Paperback)

~ (Author), John Gravely (Author)

Editorial Reviews

Product Description

A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.

Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage small businesses with the sophisticated technology that, until now, has been reserved for large corporations. Based on the author's real-world experience building CRM systems, this book provides the expert advice that MS CRM users need. To make the move to customer-centric operations using MS CRM, companies need an in-depth guide to managing the process, using the software, and making the implementation decisions that are required.

From the Back Cover

A sophisticated yet easy-to-use software program, Microsoft CRM handles the full range of Sales and Customer Service functions, and allows the user to access key customer and sales information from Microsoft Outlook and the Web. It is designed for rapid deployment, ease of use, and integration with Microsoft Office and Microsoft Great Plains' back-office solutions, increasing information reliability, employee usage and productivity.

Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage small businesses with the sophisticated technology that, until now, has been reserved for large corporations. Based on the author's real-world experience building CRM systems, this book provides the expert advice that MS CRM users need. To make the move to customer-centric operations using MS CRM, companies need an in-depth guide to managing the process, using the software, and making the implementation decisions that are required.

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Product Details

• Paperback: 552 pages
• Publisher: Que (August 17, 2003)
• Language: English
• ISBN-10: 0789728826
• ISBN-13: 978-0789728821
• Product Dimensions: 8.9 x 7.2 x 1.4 inches
• Shipping Weight: 2.2 pounds (View shipping rates and policies)
• Average Customer Review: 2.5 out of 5 stars  See all reviews (10 customer reviews)
• Amazon.com Sales Rank: #909,262 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

10 of 10 people found the following review helpful:

1.0 out of 5 stars Promises a lot and delivers very little, January 19, 2004

By A Customer

This book has been hyped up as being the definitive text for Microsoft CRM. In reality it delivers very little. While offering more than the dummies guide to CRM any user can gain more insight into the application using the docs supplied with CRM such as the implementation guide and also just by using the application

Still waiting for an intermediate to advanced text on Microsoft CRM

12 of 13 people found the following review helpful:

2.0 out of 5 stars Book needed more beta testing, April 19, 2004

By	"swalker007" (Denver, CO USA) - See all my reviews

If you are looking at Microsoft CRM, this book does give a decent overview of some portions of the product. But in areas where additional assistance could really be beneficial (like customizing the application to work with other web apps), it is often much too brief. It does a very poor job of explaining detailed technical configuration tasks, settling instead for common sense advice about working witht users to make sure they accept the solution. A third of the chapters adress just general CRM topics, not anything specific to the Microsoft product.

At its best, the book will point out some areas where Microsoft dropped the ball, such as no ability to validate state abbreviations. But there are too few of these warnings and they are scattered sporadically about the book making it of limited use in evaluating the product.

At its worst, the book has a large number of printing errors that the most basic proofreading effort should have caught. Many diagrams are missing or do not appear with the correct caption. This makes some portions of the book very difficult to comprehend.

In short, this book has been of some value to me because it has improved my understanding of this product. But this book falls far short of being a definitive guide to the software and the sloppy mistakes are irritating.

7 of 7 people found the following review helpful:

1.0 out of 5 stars Out of date, August 23, 2006

By	Tony A. Cruise - See all my reviews (REAL NAME)

This title is out of date and only covers CRM version 1.0