Microsoft CRM 3.0 Sales Management

Target Audience
This course explores the Microsoft CRM application from a user's perspective. It teaches the processes and functionality used by sales managers and sales representatives. It is recommended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft CRM in their organization.

Pre-Requisites
Before attending this course, students must have the following pre-requisites:General knowledge of Microsoft Windows.An understanding of Customer Relationship Management solution processes and practices.

Purpose
After completing this course, students will be able to understand Microsoft CRM User Interface and application terminology; understand basic and advanced navigation and record maintenance; understand Microsoft CRM Client for Outlook functionality and synchronization; understand Account, Contact, Lead, Opportunity and Activity record management; understand Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management; be able to use Microsoft CRM Advanced Find functionality to evaluate customer data.

Course outline

1. Microsoft CRM Concepts
2. Microsoft CRM Client for Outlook
3. Sales Management Life Cycle
4. Lead Management
5. Completing the Sale
6. Sales Productivity
7. Sales Administration

Module 1:Microsoft CRM Concepts

• Microsoft CRM Modules
• Accessing Microsoft CRM
• Customer Records
• Customer Relationships
• Understanding customization availability
• Lab: Working with Records
• Lab: Accounts and Contacts

• Understand the overall solution that Microsoft Dynamics CRM provides and the functionality and purpose of the Microsoft CRM modules.
  
• Log on to Microsoft CRM.
  
• Understand the relationship between account and contact records in Microsoft CRM.
  
• Understand the types of relationships that can be created between records.
  

Module 2:Microsoft CRM Client for Outlook

• Identifying the functionality available in the Microsoft CRM Client for Outlook
• Navigate within the Microsoft CRM client for Outlook user interface
• Navigate within the Microsoft CRM client for Outlook user interface
• Create and manage Microsoft CRM records and activities in Outlook
• Lab: Synchronization in the Outlook client
• Lab: Outlook client Record management and E-mail management

• Identify the functionality available in the Microsoft CRM Outlook client.
  
• Understand how to navigate the user interface of the Microsoft CRM Outlook client.
  
• Understand how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server and also to how to take the Outlook client offline and online.
  
• Understand how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
  
• Understand how to create mail merge documents for the available record types in the Microsoft CRM Outlook client.
  

Module 3:Sales Management Life Cycle

• Sales Management Process Flow
• Overview of core sales functionality
• Working with Customer Records
• Lab: Microsoft CRM Process Flow

• Understand the sales process flow in Microsoft Customer Relationship Management.
  
• Complete an overview of the sales process including the following tasks:
  
• Create a lead record using the Lead Form
  
• Qualify and convert a lead to an opportunity
  
• Create a quote, order, and invoice automatically from an opportunity.
  

Module 4:Lead Management

• Understanding Leads
• Creating and Importing Leads
• Assigning, Sharing and Converting Leads
• Disqualifying and Reactivating Leads
• Reporting with Leads
• Lab: Managing and Creating Leads
• Lab: Assign a Lead
• Lab: Create Leads
• Lab: Qualify and Convert Leads
• Lab: Disqualify and Reactivate Leads
• Lab: Reporting with Leads

• Understand the process for using Leads in Microsoft CRM.
  
• Create leads using the lead form.
  
• Import Leads into Microsoft CRM from a file.
  
• Qualify leads and track communication activity and convert a lead to an opportunity.
  
• Disqualify leads that will not result in sales and reactivate leads that have been disqualified.
  
• View Reports associated with leads
  

Module 5:Completing the Sale

• Managing Opportunities
• Working with Opportunities
• Using Workflow and Sales Processes
• Quotes, Orders, and Invoices
• Lab: Manage Opportunities
• Lab: Apply a Sales Process Rule
• Lab: Process Quotes, Orders, and Invoices

• Understand how to manage Opportunities to help generate sales.
  
• Assign a rule using the Automated Sales Process to automatically create sales tasks and ensure a consistent sales process.
  
• Convert an Opportunity to a quote and track the quote through the order and invoice phases.
  

Module 6:Sales Productivity

• Evaluating Customer Data
• Creating and Saving Advanced Find queries
• Managing Sales Productivity
• Marketing Collaboration
• Lab: Creating and Saving Advanced Find Views
• Lab: Sales Productivity
• Lab: Sales Productivity Reports
• Lab: Quick Campaigns

• Understand the type of information that you can analyze in Microsoft CRM.
  
• Use the Advanced Find function to locate customers that meet specified criteria, save queries, and create Quick Campaigns.
  
• Use Sales information to review potential opportunities to forecast revenue.
  
• Use Microsoft CRM to analyze sales productivity
  
• Manage customer marketing lists.
  

Module 7:Sales Administration

• Automated Sales and Workflow Processes
• Managing Competitors
• Managing Sales Literature
• Creating a Product Catalog
• Lab: Manage Competitive Information

• Understand how to use sales processes and workflow rules.
  
• Add information regarding Competitors.
  
• Manage sales literature items and attach documents to records.
  
• Maintain the product catalog including price and discount lists.