G Getting In and Out of CRM Doldrums (case study), H hierarchy, customer, 216 high-volume sales processes, CRM value in (case study), 12

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1 Index A account configuration Account entity, configuring, Parent Account relationships, activity and lead tracking (case study), 15 architecture, Microsoft CRM, 32 assessing CRM enhancement requests, assessment and discovery (CRM phases), auto complete lookups, automated sales process, defining, automation customer service, Marketing Automation, process. See process automation sales force, 9 13 B back-office transactional data, storing, 25 boundaries, CRM, expanding beyond, 3, business change, adapting to, business documentation, 70 Business Unit structure configuring based on organization charts, defining access to CRM data with, overview, business user support of CRM initiatives, business-to-business (B2B) model, 99 business-to-consumer (B2C) models, 100 C calendar/ tool, 30 call center, inbound (case study), 18 campaigns keys to successful, management case study, 15 management of, 14 quick, responses and, Cascade All option, 163 case management (service configuration), case studies activity and lead tracking, 15 campaign management, 15 CRM value from MDM, CRM value in complex sales processes, 11 CRM value in high-volume sales processes, 12 CRM value in long sales processes, 11 CRM value in predictable/structured sales processes, 12 inbound call center, 18 on-premise service center, 18 services delivery group, 19 clients Mobile Express Client, 169 selection of, collecting CRM enhancement requests, 205 communicating CRM roadmap (CRM implementation), 66 complex sales processes, CRM value in (case study),

2 236 INDEX Configurable Cascading, 163 consolidating CRM capabilities across departments, contact configuration Contact entity, configuring, overview, 104 Parent-Customer relationships, synchronizing contacts to Microsoft Outlook, Contact entity, configuring, contracts (service configuration), CRM (Customer Relationship Management) boundaries, expanding beyond, 3, 25 26, 28 Departmental CRM, 28 differentiating amongst solutions, evolutionary stages of, 3 4 expanding CRM boundaries stage, 25 26, 28 expanding CRM to produce xrm solutions, 27 implementation. See implementation, CRM Individual CRM stage, 3, 4 6 linking to MDM, 213 Microsoft. See Microsoft CRM Roadmap for Setting Expectations (case study), Suite stage. See Suite stage, CRM using for non-crm functions, 25 vendor viability, 40 CSRs (customer service representatives), 16 current-state processes, documenting, 72 custom entities defined, 35 example, overview, custom extensions, customers attributes, CRM/MDM customer maintenance and support, 220 Customer Service Automation, 6, customer-focused MDM initiative, 214 data definition and design, 215 demographics, consolidation of, 20 demographics, managing, 4 6 design (CRM phases), Parent-Customer relationships, satisfaction surveys, 27 service design, service representatives (CSRs), 16 customizable entity relationships, customizations framework (Microsoft CRM 1.0), 31 testing, 91 D data defining, overview of, 212 defining access to, exporting to Excel, MDM. See MDM (Master Data Management) synchronization offline, 31 data integration with CRM definition, example, 225 value to users, demographics consolidation of customer, 20 managing customer, 4 6 Departmental CRM stage background, 6 challenges in, consolidating departmental information silos, 7 8 customer service automation, defined, 3 inbound call center (case study), 18 on-premise service center (case study), 18 process automation. See process automation services delivery group (case study), 19

3 INDEX 237 departments, consolidating CRM capabilities across, design (CRM phases) customer design, marketing design, overview of, 73 sales design, service design, suggestions for approaching, detection, duplicate, discovery and assessment (CRM phases), documentation, business, 70 doldrums, CRM Getting In and Out of (case study), indicators of approaching challenges, issue mitigation/resolution, overview, post-deployment challenges, 189 duplicate detection, Dynamic Pivot Table option (Excel), Dynamic Worksheet (Excel), Dynamics CRM 4.0 applications client selection, customer service components, marketing components, sales components, E /calendar tool, 30 end user experience with CRM, 30 enhancement requests, CRM assessing, collecting, 205 overview, 205 entities Account entity, configuring, Contact entity, configuring, custom, entity relationships, customizable, Opportunity entity, configuring, evolutionary stages of CRM, 3 4 Excel Dynamic Pivot Table option, Dynamic Worksheet, exporting data to, expanding CRM boundaries stage, 3, expectations, managing sponsor and user, exporting data to Excel, extensions, custom, external service integration example, 226 extract, transform, and load (ETL) process, 223 F facility entity attributes, 218 defined, 217 hierarchies and relationships, lifecycle, 218 field-level security, 98 footprint, client, 169 forecasting, configuring opportunity for, Form Assistant, 143, G Getting In and Out of CRM Doldrums (case study), H hierarchy, customer, 216 high-volume sales processes, CRM value in (case study), 12 I implementation, CRM acquiring sponsorship, assembling steering committee, assessing organizational status, building management team, communicating CRM roadmap, 66 Completing Roadmap (example), 66 defining CRM vision, defining value and success criteria, 62

4 Manual Car Lift Company (example), Organized by Sticky Notes (example), planning for enhancements, 62 planning individual projects and deployments, 62 plotting organizational roadmap, Product Usage Licensing Company (example), 57, scheduling organizational phases, Scheduling Phases (example), 65 strategic planning for, 45, 49 structuring phases and application deployments, importing records, inbound call center (case study), 18 Individual CRM stage, 3, 4 6 initiatives, CRM business user support of, management support of, installation testing, 90 integration components, testing, 91 data integration value to users, data integration with CRM, definition of, data integration with CRM example, 225 models and value to users, 222 overview, presentation integration with CRM, definition of, presentation integration with CRM example, 232 quote/order/invoice records used with, 138 of sales transactions, service integration value to users, service integration with CRM, definition of, service integration with CRM example, 229 value of, interactive voice response (IVR) solutions, 19 invoices (sales transactions), 141 issue mitigation/resolution, CRM, ISV network, Microsoft, 41 IVR (interactive voice response) solutions, 19 K key performance indicators (KPIs), 16 knowledgebase (service configuration), KPIs (key performance indicators), 16 L leads and activities tracking (case study), configuration, overview, legacy systems, integration to, 20 lists, marketing, long sales processes, CRM value in (case study), 11 M management support of CRM initiatives, management team, building, Manual Car Lift Company (CRM implementation), manual sales process, defining, Marketing Automation, 6, marketing design (CRM phases), marketing functions campaign responses, campaigns, marketing lists, quick campaigns, MDM (Master Data Management) CRM value from MDM case study, CRM/MDM customer maintenance and support, 220 customer attributes, customer data definition and design, 215 customer hierarchies and relationships, 216 customer lifecycle, 215

5 INDEX 239 customer-focused MDM initiative, 214 defined, 212 facility attributes, 218 facility entity, 217 facility hierarchies and relationships, facility lifecycle, 218 linking CRM to, 213 master data definition of Customer, 214 Microsoft Independent Software Vendors (ISVs), 32 Outlook (Individual CRM example), 5 Outlook, synchronizing contacts to, SharePoint Server (MOSS), 232 SQL Server Reporting Services (CRM 3.0), 35 Microsoft CRM 1.0 configuration tools, 32 CRM Online, 37 for Outlook client, 167 for Outlook client with offline access, reasons for choosing, version 1.0, background and history, version 1.0, limitations of, 34 version 1.0, positive features of, version 1.2, release of, 34 version 3.0, competitive features of, version 4.0, platform/feature improvements, Web Client, 166 Mobile Express Client, 169 multicurrency feature, defined, 37 multilanguage feature, defined, 37 multitenancy feature, defined, 37 O offline access, Microsoft CRM for Outlook client with, offline data synchronization, 31 Online, CRM, 37 on-premise deployments, 38 service center (case study), 18 opportunity configuration automated or manual sales process, defining, Opportunity entity, configuring, opportunity for forecasting, configuring, overview, 127 order and quote records (sales transactions), 137 orders (sales transaction), 141 Organization Business Unit, 94 organization charts, configuring Business structure and, organizational phases, scheduling (CRM implementation), organizational roadmap, plotting (CRM implementation), organizational status, assessing, Organized by Sticky Notes (CRM implementation), outbound function, use of, 120 Outlook, Microsoft client, 167 Microsoft CRM for Outlook client with offline access, synchronization with CRM 1.0, 31 P Parent Account relationships, Parent-Customer relationships, phases, CRM customer design, design overview, 73 design suggestions, discovery and assessment, marketing design, sales design, service design, system testing and user acceptance, 90 91

6 240 INDEX phases and application deployments, structuring, post-deployment challenges, 189 predictable/structured sales processes, CRM value in (case study), 12 presentation integration with CRM definition, example, 231, 232 process automation activity and lead tracking (case study), 15 campaign management (case study), 15 CRM value in complex sales processes (case study), 11 CRM value in high-volume sales processes (case study), 12 CRM value in long sales processes (case study), 11 CRM value in predictable/structured sales processes (case study), 12 Marketing Automation, overview, 8 9 sales force automation, 9 13 Product Usage Licensing Company (CRM implementation), 57, projects and deployments, planning (CRM implementation), 62 Q queues, quick campaigns, Quick Find, quote and order records (sales transactions), 137 quote/order/invoice records used with integration, 138 quotes (sales transaction), 141 R records access requirements, 96 importing, order and quote (sales transactions), 137 relationship roles, relationships functionality in CRM 3.0, 35 report technology in CRM 3.0, 35 responses, campaign, RMA (Return Merchandise Authorization), 16, 27 Roadmap, Completing (CRM implementation), 66 roles, relationship, S SaaS (software as a service), sales components of CRM 4.0 applications, design (CRM phases), Sales Force Automation (SFA), 6, 9 13 sales processes CRM value in long (case study), 11 defining manual and automated, sales transactions configuration, 136 integration, invoices, 141 not used transactions, 136 orders, 141 overview, 134 quote and order records, use of, 137 quote/order/invoice records used with integration, 138 quotes, 141 scheduling organizational phases (CRM implementation), Scheduling Phases (CRM implementation), 65 steering committee meetings, 208 service configuration case management, contracts, knowledgebase, overview, 142 subjects,

7 INDEX 241 service integration with CRM definition, example, 229 value to users, services delivery group (case study), 19 design (CRM phases), on-premise services center (case study), 18 scheduling in CRM 3.0, 35 Services Oriented Architecture (SOA), 225 SFA (Sales Force Automation), 6, 9 13 sponsorship acquiring (CRM implementation), management, 208 sponsor and user expectations, managing, SQL Server Reporting Services (SSRS) customer reports, 220 financial reports, 230 steering committee assembling, 46 47, meetings, scheduling, 208 storing back-office transactional data, 25 strategic planning (CRM implementation), 45, 49 subjects (service configuration), Suite stage, CRM challenges in, consolidating CRM capabilities across departments, defined, 3 overview, synchronizing contacts to Outlook, system testing and user acceptance, T testing installation, 90 integration components, 91 user roles, 90 U use cases, advantages/disadvantages of, 72 users acceptance, system testing and, access in CRM applications, 39 roles, testing, 90 roles and levels of record access, 94 security, Business Unit structure and. See Business Unit structure user and sponsor expectations, managing, V Visio process diagram, 70 W Web Client, Microsoft CRM, 166 web site for custom extensions information, 185 Windows Workflow Foundation in version 4.0, 37 workflow extensions, 184 testing, 90 X xrm solutions, expanding CRM to produce, 27