The CRM Field Guide which is a collaborative authoring effort by 19 Dynamics CRM MVPs is a 945 page monster of a book. If you are wondering what is inside it and need a reason to buy it for you and/or your team then take a look at the chapter summary below.
Chapter 1 – Building the Foundation – This chapter lays the groundwork for understanding the various terms and parts of a CRM Organization. It includes helpful tips not covered elsewhere in the book.
Chapter 2 – CRM Server Installation & Configuration – Learn the requirements, the planning steps, and the process for installing and configuring your CRM server.
Chapter 3 – CRM Outlook Client Installation & Configuration – addresses the different choices and troubleshooting techniques for installation and configuration of Dynamics CRM Outlook Client.
Chapter 4 – CRM 4 Upgrade to CRM 2011 – In this chapter you’ll learn the software and hardware requirements, develop an upgrade plan, prepare your database, upgrade customizations, perform and test the upgrade and train your users.
Chapter 5 – E-mail Router Installation & Troubleshooting – covers the necessity of the e-mail router, the deployment wizard, the configuration manager, hardware and software requirements, installation and configuration and user settings for the e-mail router.
Chapter 6 – Security Best Practices – covers the why and the how of security in Dynamics CRM, including the security tools already built in to CRM as well as a look at special case handling.
Chapter 7 – Sales Management Best Practices – examines critical success factors for sales management, activity and lead management, customer, opportunity and pipeline management, and workflows and sales processes.
Chapter 8 – Service Management Best Practices -explains the optimal use of cases, contracts, articles, service scheduling and the service calendar.
Chapter 9 – Marketing Management Best Practices – is a detailed look at the benefits of CRM’s marketing tools, including marketing lists and campaigns, as well as campaign reporting.
Chapter 10 – The Power of CRM & Outlook – explores the benefits of integrating and synchronizing CRM and Outlook and explains how to make it happen and make the most use of the combined tools.
Chapter 11 – Dynamics CRM Goal Management – is an in-depth look at the foundations of goal management, ranging from Sales to Marketing to Service and beyond.
Chapter 12 – Processes – delves into the power and scope of Workflows and Dialogs, how they work and how you can use them for maximum benefit.
Chapter 13 – Aligning Reports to the Audience – helps the reader understand and meet the needs of different users and stakeholders by exploring the varying needs and expectations of users and using the array of out-of-the-box tools. (Note: My personal favorite chapter)
Chapter 14 – Report Development – shows how to create the best (read: most useful) reports by utilizing SQL, FetchXML and other tools to build custom reports in CRM.
Chapter 15 – SharePoint & CRM: Better Together – discusses the benefits of SharePoint collaboration tools being integrated with CRM in order to provide the 360° view of the customer, including how to set up integration and how to access CRM from SharePoint.
Chapter 16 – CRM Outlook Optimization & Troubleshooting – examines what you can do to optimize the performance of the Outlook client and how to troubleshoot CRM for Outlook.
Chapter 17 – CRM Server Optimization, Maintenance & Monitoring – covers CRM server, IIS, and SQL server optimization, as well as maintenance and monitoring of the servers.
Chapter 18 – Data Management Best Practices – explores using the Data Import Wizard, duplicate detection, and bulk deletion, plus best practices for ensuring high-quality data in your CRM system.
Chapter 19 – User Adoption – shares key concepts and strategies for encouraging and improving user adoption within you organization.
Chapter 20 – Customization Strategies – discusses a variety of strategies that can be used to customize CRM to fit your business needs and reviews the solution architecture and management.
Chapter 21 – Introduction to Solutions – gives details on custom solutions and components, managed vs. unmanaged solutions, the importing and exporting of solutions, deleting solutions and managed properties.
Chapter 22 – Solution Management and Troubleshooting – is a more in-depth look at solutions, covering import behavior, managed properties, layering strategies and tips and tricks to get the most out of your CRM solutions.
Chapter 23 – Dynamics Connector – From Zero to Hero, in this chapter, you will learn what some of the considerations are when combining CRM with other members of the Dynamics family, what options are available, how to choose and implement the best option or combination of options, and some helpful resources for reference.
Chapter 24 – Rapid Development Best Practices – is an overview of the strategies of preparation, planning, execution and delivery of customizations in an efficient and effective way that meets the needs of the client without reinventing the wheel.
Chapter 25 – Community Resources – is a plethora, a veritable cornucopia, of resources from the global community of user groups, users, MVPs, Microsofties, social media masters and blogs that can help you maximize your CRM skills and guide you to the answers you seek.