M8521: Microsoft CRM 3.0 Sales Management

Prerequisites:

Before attending this course, students must have:

- General knowledge of Microsoft Windows
- An understanding of Customer Relationship Management solution processes and practices

Course Description:

This one-day course explores the Microsoft® CRM application from a user's perspective. Application functionality covered in the course includes Core CRM Navigation, User Interface, Outlook Client, and the Sales Management module. This application course does not include materials or instructor discussion of Microsoft CRM Installation, Application Configuration, Workflow Configuration, Customization, Back Office Integration or Data Migration.

This course teaches the processes and functionality used by sales managers and sales representatives. The course begins with an introduction to the core concepts of Microsoft CRM then an overview of the sales processes. Subesquent lessons explore the sales concepts in greater detail. A thorough understanding of the sales processes in Microsoft CRM helps you to get the most out of your system.

Microsoft CRM Sales Management training is recommended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft CRM in their organization. The class is targeted toward sales representatives, administrators, office managers, CEO's, and consultants who need to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.

This course includes the following modules:

Microsoft CRM Concepts

• This chapter describes the overall solution of Microsoft CRM and the benefits to an organization. There is a brief overview of each of the available modules. The chapter also discusses the concepts, tasks, navigation, and functions that are used throughout the product.

Microsoft CRM Client for Outlook

• This chapter takes a look at how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client. It provides information on how to work in the Outlook Client interface. The lesson begins by identifying the functionality available in the
• Outlook Client, and then discusses how to use the functionality.

Sales Management Life Cycle

• This chapter discusses a basic sales process starting with a lead that the user enters for an existing customer. The Sales Representative converts the lead to an opportunity and associates the lead with the existing customer. This lesson also discusses the relationship between accounts, sub-accounts, and contacts. The focus is on procedural introduction. Therefore, the sales process is completed but not discussed in great detail.

Lead Management

• This lesson takes a look at a more complex sales process and discusses leads in great detail since this is a key point in the sales process. The lesson begins by importing leads then discusses the other activities related to leads.

Completing the Sale

• This chapter continues the sales process that originated with a lead and focuses on working with opportunities. There is an in-depth discussion of the Work Flow process. An opportunity is tracked through the rest of the sales process including creating a quote, order, and invoice.

Sales Productivity

• This chapter discusses additional features in Microsoft CRM that are used to analyze the data that is captured in the system. The Advanced Find function is used to run queries against the data to view information in various formats. The lesson also looks at marketing lists and quick campaigns.