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Microsoft Dynamics CRM 4.0 Module 1: Introduction to Microsoft Dynamics Gaining a competitive advantage through CRM Microsoft Dynamics CRM Modules Microsoft Dynamics CRM Server and Client Options Balancing Usability and Reporting Microsoft Dynamics CRM User Interface Multi-Language Support in Microsoft Dynamics CRM Multi-Currency Support in Microsoft Dynamics CRM Personalizing the CRM Experience Setting Personal Options Module 2: Microsoft Dynamics CRM Basics • View the customer through Microsoft Dynamics CRM • Microsoft Dynamics CRM in Your Organization • Implementing Processes to support Microsoft Dynamics CRM • Customer Records • Relationships between Customer Records • Record Ownership and Assignment • Using Activities to track Customer Interactions • Using Workflows • Finding and Maintaining Your Data • Using Duplicate Detection • Subject Tree Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook • Benefits of Using Microsoft Dynamics CRM for Microsoft Office Outlook • Integration between Microsoft Dynamics CRM and Outlook • Record Management in Microsoft Dynamics CRM for Outlook • E-mail management in Microsoft Dynamics CRM for Outlook • Creating Mail Merge Documents • Differences between Outlook Clients • Using Microsoft Dynamics CRM for Outlook with Offline Access Module 4: Introduction to Sales Management • Sales Management Overview • Tracking Competitors • Managing Sales Literature • Introduction to Leads • Creating and Importing Leads • Tracking and Converting Leads • Disqualifying and Reactivating Leads • Reporting on Leads • Introduction to Opportunities • Creating Opportunities • Working with Opportunities • Tracking Opportunities through a Sales Process • Closing Opportunities • Using the Sales Pipeline Report Module 5: Sales Order Processing • Completing the Sales Transaction • Product Catalog • Unit Groups • Adding Products • Creating Price Lists • Creating Discount Lists • Creating and Revising Quotes • Creating and Tracking Orders • Creating and Closing Invoices • Evaluating Sales Data • Measuring Performance with Sales Productivity Reports • Using Export to Excel • Using the Report Wizard Module 6: Introduction to Marketing Management • Benefits of Closed Loop Marketing • Quick Campaigns • Marketing Campaigns vs.