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Microsoft Dynamics CRM 2011 Introduction course
Download a PDF version of the Microsoft Dynamics CRM 2011 Introduction course outline
Overview
Microsoft Dynamics is Customer Relationship Management (CRM) software that focuses mainly on Sales, Marketing and Service sectors to enable companies to manage and track all customer-facing activities.
This course focuses on the following aspects:
Lead, opportunity and sales process management; Microsoft Outlook integration; Workflow; Order and territory management; Reporting tools for accurate forecasting and measurement of business activity.
This course can be fully customised to your own requirements.
Audience
Users new to CRM.
Course Objectives
The objectives of the course are to provide new users with the knowledge to manage their workflow with prospects and clients:
- Using Dynamics to track and manage the sales process from potential to close.
- Understand the role of the product catalog and the benefits of using it.
- Learn how to capture important sales information and uncover new business opportunities.
- Use various tools to analyse and report on sales-related information.
Prerequisites
Delegates should be familiar with Windows.
Course Contents (1 day)
- Introduction
- Overview of the sales process
- Core records in the sales process
- Tracking competitors and
managing sales literature - Working with leads
- Working with opportunities
- Sales processes, workflows and dialogs
- exercise: qualify and convert leads
- exercise: running a dialog process
- Product Catalog
- The product catalog and the sales process
- Unit groups
- Adding and maintaining products
- Creating, maintaining and using price lists
- exercise:
create a special offer price list - exercise:
use a special offer price list for an opportunity
- Sales Order Process
- Understanding the sales order process
- Opportunities, quotes, and the sales process
- Working with orders
- Working with invoices
- exercise:
create multiple quotes from an opportunity - exercise: convert a quote to an order
- Reporting and Analysing Tools
- Analysing sales information using:
- lists, views and charts
- Working with reports
- Exporting sales information to Excel
- Creating and managing sales goals
- Creating charts
- Dashboards
- exercise:
create a sales goal for opportunities
- Analysing sales information using: