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Introduction to Microsoft Dynamics CRM

Microsoft Dynamics CRM is designed to help your organization acquire and retain customers and reduce the time spent on administrative tasks. At its core, Microsoft Dynamics CRM provides a robust account management system that automatically tracks activities and revenue. Microsoft Dynamics CRM enables you to perform and automate many common business tasks, including:

  • Easily access information about business records from one place.
  • Schedule activities, track them, and send e-mail.
  • Generate reports.
  • Manage marketing lists.
  • Track advertising and marketing campaigns.
  • Sort customer responses to your sales and marketing initiatives.
  • Keep detailed notes and an activity history for each business record.
  • Microsoft Dynamics CRM also can run from within Microsoft Office Outlook.

Sales Force Automation

Sales departments can use Sales Force Automation to track sales-related activities and revenue. This system includes analytical, operational, and collaborative tools that you can use to improve and maintain good customer relations. Using Sales Force Automation, you can:

  • Qualify leads.
  • Manage contacts and accounts.
  • Track quotes, orders, and invoices.
  • Manage and track e-mail, phone call, and other communication activities with customers.
  • Run direct e-mail campaigns and measure their success.
  • Create and access a database of products that your organization sells.

 

Marketing Automation

Marketing departments can use Marketing Automation to manage many marketing-related activities. Using Marketing Automation, you can:

  • Create targeted marketing lists.
  • Plan and run campaigns.
  • Track each campaign response and lead generated from campaigns.

Customer Service Management

The Customer Service area is designed specifically to meet the needs of customer support and product support departments that handle telephone, e-mail, and Web-based service requests from customers. Using the Customer Service area, you can:

  • Track individual cases and manage services.
  • Track and share common problems and solutions in a knowledge base.
  • Manage customer contracts.

Appointment-based Service Scheduling

Customer service representatives can manage service activities for your business. Using Service Scheduling, you can:

  • Define the services you offer.
  • Identify available resources and equipment for service activities.
  • Define work schedules for individual resources, as well as their locations.

Reporting and Analysis

Microsoft Dynamics CRM includes several features to help you generate reports and analyze data:

  • Run a default report.
  • Create an Advanced Find query to find a filtered set of records and then export the list for analysis.
  • Create a custom report using Microsoft SQL Server Reporting Services or other reporting tools.

Customization

System administrators can adapt Microsoft Dynamics CRM to fit the needs of their business organizations. Using the customization capabilities of Microsoft Dynamics CRM, you can:

  • Create new Microsoft Dynamics CRM entities, attributes, and application forms without custom programming.
  • Customize forms and views for enhanced integration with other Web applications, portals, and business systems.
  • Apply form validation and add client-side business logic through scripting.

Workflow
Beyond the business automation included in Microsoft Dynamics CRM, you can use additional workflows to further automate your organization's business logic. Then you can make your workflows available as an on-demand workflow or automatic workflow.

Microsoft Dynamics CRM for Microsoft Office Outlook

Microsoft Dynamics CRM for Outlook is a client application that provides the Sales Force Automation functionality of Microsoft Dynamics CRM within Outlook. When you run Microsoft Dynamics CRM for Outlook, you can work either in online or offline mode

 

 Microsoft Dynamics CRM 4 user's guide دانلود کتاب 

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