Features

Features

• Microsoft CRM fundamentals

  In Microsoft Dynamics CRM, entities like Accounts, Contacts, Leads, Opportunities, and Cases have the same or very similar functionality. This chapter from Microsoft Dynamics CRM 4.0 Unleashed discusses each of these functions in detail and also ...  Continue Reading

• Advanced Find in Microsoft Dynamics CRM

  The Advanced Find tool in Microsoft Dynamics CRM has some powerful and useful capabilities. This section gives step-by-step instructions for using Advanced Find in Microsoft CRM, complete with detailed screenshots of the tool in use.  Continue Reading

• The Microsoft Resource Center in Dynamics CRM

  The Microsoft Resource Center is a new addition to Microsoft Dynamics CRM 4.0. It includes articles, learning and training resources for Microsoft Dynamics CRM users, plus access to a number of Microsoft Dynamics communities and blogs. This chapter ...  Continue Reading

• Using the Microsoft CRM Mail Merge Wizard

  The Microsoft CRM Mail Merge option is a new feature that is now available in both the Internet Explorer and Microsoft Outlook client. This chapter from Microsoft Dynamics CRM 4.0 Unleashed gives detailed instructions for using Mail Merge in ...  Continue Reading

• Salesforce.com for dummies: Creating daily reports

  Use this step-by-step guide to create daily reports from scratch in Salesforce.com.  Continue Reading

• Measuring customer service excellence

  Start measuring customer service in your organization with this chapter from "Delivering and Measuring Customer Service." Learn the three ways any company can measure the level of service their employees are providing and get the pros and cons of ...  Continue Reading

• Customer loyalty concepts: Top 10 buzzwords

  While the idea of keeping customers loyal is timeless, new ideas and theories regularly emerge about the best ways to build and maintain customer loyalty. Along with these new ideas come new terms you need to learn to help you keep your loyalty ...  Continue Reading

• Best customer retention strategies

  Explore information for developing a customer retention strategy, find tips for implementation of a customer retention program and learn how to calculate retention rate in this guide.  Continue Reading

• Call center metrics guide

  Learn the top 10 metrics to measure as well as those metrics on the honorable mention list in this printable metrics chart by call center experts at Strategic Contact.  Continue Reading

• Meet the instructors for the Call Center Metrics School

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• Call center chatting: Top 10 buzzwords

  Today's customers are going to the Web instead of the phone when they need to place an order, pay a bill or get an answer to a question. Because of this, chat technology, which allows call center agents to communicate with customers online, has ...  Continue Reading

• Customer trust: The new business necessity

  This chapter from "Rules to Break and Laws to Follow" examines the three false assumptions about how businesses create value and gives tips for beating the crisis of short termsim.  Continue Reading

• Microsoft CRM demonstration screencast

  Bill Patterson, group product manager for Microsoft CRM, demonstrates Microsoft's new on-demand application, scheduled for release in the second quarter of 2008  Continue Reading

• Building a customer-centric culture

  This chapter from "Successful Direct Marketing Methods" focuses on building lasting customer relationships. Learn how to build a customer-centric culture within your organization and read case studies in relationship marketing.  Continue Reading

• Knowledge management in the call center: Top 10 buzzwords

  Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center.  Continue Reading