Book Description
Manage sales, service, and marketing processes all together
Find out how to manage customer information to make your business more productive
Whether you're completely new to customer relationship management (CRM) software or you just want the scoop on the newest version, this handy guide will get you going. Discover how to set up CRM 3, navigate and customize the system, use it to work with your accounts and contacts, collect leads, forecast sales, run reports, and much more.
Discover how to
- Develop and manage customer relationships
- Implement a sales process
- Set up security and access rights
- Generate quotes, orders, and invoices
- Manage leads and opportunities
- Create and use product catalogs
Customer Reviews:
Definitely for Beginners.......2007-09-21
This book is not for the IT Professional but is perfect to get a beginner up to speed on CRM quickly. I have used this to successfully train some of my staff when Microsofts training became to confusing.
Excelent for understanding our CRM Users.......2007-04-10
Im a specialist trainer who needed to explain IT tasks about Dynamics CRM 3.0 to my students, so I started purchasing this book "for dummies". This book is an excelent reference because you learn about user's point of view (none technical issues as installation or customization only day to day operations). Learning about Office Outlook allows better undestanding of MS Exchange Server, right?
The book is full of excelents tips and some technical recommendations.
I recommend to read this book before reading another excellent book as is "Working with Microsoft Dynamics CRM 3.0".
Good book with few faults.......2007-01-06
This book is well written and illustrated. The author's style is comfortable and demonstrates a real familiarity with his subject. Especially helpful are the Tips as CRM has a few "gotchas" that can frustrate and mislead the unwary.
Because CRM technology is very flexible, it is difficult to write a definitive book that encompasses all the possibilites; but the authors have probably come as close as possible. Several colleagues have also indicated they liked my copy of this book far better than the "official" documentation.
I highly recommend this book to anyone who is venturing into uncharted CRM waters for the first time.
Great for putting under a table leg. Not good for anything else.......2006-12-08
I've been meaning to write this review since I bought the book just after it came out. It is so bad, that it deserves some comments.
In a nutshell, it's a waste of money. It's clearly the first book on the subject that works through the drop down menu choices and tells you what to do.
If you're a beginner in CRM you may find it useful, but if you're expecting much substance try elsewhere. You can click through the program for a few hours and know as much about the product as reading this book.
Not recommended, unless your table needs some support.
Helpful for new Microsoft CRM user.......2006-11-08
This book is really for the new Microsoft CRM user and want to acguire the basic knowledge to use Microsoft CRM 3.0., like myself (with some background of CRM concepts, plus Microsoft Office outlook skills, it'll be so simple.) It is comprehensive and helpful to follow the step-by-step instruction of how to use the microsoft CRM 3.0 that describes in the book.
Average customer rating:
- Only Dummies buy Goldmine
- Very Helpful
- When they say dummies, they mean dummies
- Straight talk for regular folks.
- Never a Dumb Buy "for Dummies"
|
GoldMine 6 for Dummies
Joel Scott
Manufacturer: For Dummies
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Complete Idiot's Guide to GoldMine 5 (Complete Idiot's Guide)
ASIN: 0764508458 |
Book Description
* The fun and easy way to get the most out of GoldMine, the popular Customer Relationship Management (CRM) software
* Covers the new features and enhancements to GoldMine
* Discusses GoldMine essentials, such as building a contact database, tracking business activity, setting a work schedule, e-mailing and faxing, and creating reports and forecasts
* Demonstrates how to customize GoldMine, distribute information to a team, and utilize remote synchronization
* Author's company has been awarded GoldMine's prestigious Top 10 dealer status every year since 1996
Customer Reviews:
Only Dummies buy Goldmine.......2006-08-08
Used the product for years, and had nothing but database corruption and Goldsync synchronization problems. I like and use salesforce dot com. Goldmine is a company that has milked the database and not kept up with the times. Act! is also a stronger product. Goldmine's days are numbered, the database is still contact centric rather than account centric which makes it difficult to use in a business to business selling environment.
Very Helpful.......2005-08-12
The steps are easy to follow and now using more features on GoldMine. Has help simplify my records.
When they say dummies, they mean dummies.......2005-08-06
I was thinking this was going to be better than the manual or the help files. I thought wrong. I was hoping to get some insight to the technical side of GM. This is not that. Typically good dummies book - my low-ish rating is more my frustration in finding a technical GM reference.
Straight talk for regular folks........2005-08-06
Terrific, common-sense writing. As the Midwest's oldest public GoldMine training center, Publish or Perish, Inc. wouldn't be without it as a supplement for our professional training. If you want understandable how-to that's technically correct, and you're not a propeller-head, you really need this book!
Never a Dumb Buy "for Dummies" .......2005-07-22
I've been a fan of the "for Dummies" books for some time now. Although my exposure has only covered about a dozen titles, none of them disappoint.
GoldMine 6 is no exception. Perhaps some might think it dumb, I chose to purchase GoldMine 6 despite possessing GoldMine 5 by the same author...feeling confident that the information in "what's new in this release" would more than pay for the inevitable redundancy. It has, indeed.
Scott explains the use of GoldMine 6 in simple (not condescending) language, with a touch of humor and includes the all-important "bombs" alerting readers of potential loss of data or other pitfalls. He incorporates plenty of tips, sidebars and screenshots throughout the book. On occasion, I wish he would have gone into greater detail, but usually you can find enough direction in the software's online help to supplement the book's explanation.
An excellent buy.
Joanne F. Gucwa
President
Technology Management Associates, Inc.
Chicago
Average customer rating:
- Honest help for Act 6
- No information on synchronizing
- Act! is a program that is as good as you want it to be:
- CUT TO THE CHASE AND BUY THIS BOOK
- Take me by the hand and show me everything
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ACT! 6 for Dummies
Karen S. Fredricks
Manufacturer: For Dummies
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ASIN: 0764526456 |
Book Description
- ACT! organizes customer information in one place, providing instant access to names, phone numbers, addresses, appointments, call histories, follow-up activities, and more
- Explores ACT!'s features, including a ready-to-use contact database with search capabilities; Internet links; mail, fax, and e-mail merge; synchronization with Palm OS handhelds; integration with Outlook and other popular products; report generation; and a customizable database
- Latest edition of this successful title shows business professionals how to use ACT!'s new e-mail features, new active libraries, and improved Internet services and Outlook integration
Customer Reviews:
Honest help for Act 6.......2007-01-12
This is a great reference with a lot of useful tips. It's not afriad to point out some of Act's shortcomings. This is really useful when you're trying to do something that should be easy and obvious (like look up some sales/opportunities and then run a report based on your look-up) and you can't figure out how to do it. The ACT manual is no help because it can't be done, so of course they don't have any instructions on how to do it.
Act for Dummies is honest about what Act can and cannot do and offers great work arounds, tips and shortcuts. The author's website is also a lot of help.
No information on synchronizing.......2005-06-02
While this book does explain how to manage contacts, there is absolutely no information on the most difficult part of Act!: How to synchronize. Do not buy this book if you are looking how share databases with other users. Although there is a chapter titled, "Sharing information with others", there is no mention of how to synchronize!
Act! is a program that is as good as you want it to be:.......2004-12-30
I've used Act! 6 as long as it has been out. Prior to that, I struggled through buggy earlier versions, going back ten years or so, or however long they've been out. For my use, contact management, I've looked at other programs and have not seen any program any better than Act!, but then again, I'm used to this program. If I had to do it all over again, I would still go with Act!, but I would read this Act! for Dummies book from cover to cover. For the first few years I only learned what I felt I had to learn. And, because of that my knowledge base was limited, which resulted in Act! having a limited value to me. I can tell you that most the people in our company that use Act! don't use it like they should. They don't recognize the program's power to make them more efficient and organized. Most people will continue to use their old methods of organization, i.e., hand written Day Timer methods, etc., will never actually use the appointment scheduling features, and then tell people that Act! simply isn't helping them much. Little do they know that Act! is the most powerful organizational program that they can buy, from my view, and all they need to do is learn it and use it. It took me time, but now I have six sales people under me, who travel. They all synchronize daily, so that I can schedule things for them to do, or they can flag notes for me to read, and we're always on top of our priorities. They can be in a motel in Lansing Michigan, and me in my office in Reno, Nevada, and we're all over our responsibilities as if we're in the same office. If something important slips through the crack, it's because someone isn't using their Act! program, or they aren't using it correctly. This program is like an incredibly powerful tool if put into the hands of someone who wants to succeed, while if put in the wrong hands it will not be used, it will be useless. The learning curve can take a very long time, as it did with me, simply because I didn't want to learn any more than I had to learn, to deal with my immediate needs. The power in this program can not be unleashed unless you do more than what I did, and take the time to learn it, and make sure you work it. Some of my sales people don't even open the program in the morning for hours. How can this program help these people? But, little by little, as they see how great this program can be, they are coming around. I recommend contacting an Act! consultant, and pay them a kings ransom if necessary, but learn this program faster than your competition can, simply by reading this book from cover to cover TWICE if you have to. And, every time you need to learn more, don't put it off, learn it now. Time is too valuable not to put this program to work for you. You can manager yourself, a crew of people, while also managing a powerful mass mail (or email) marketing program with this program if you are smart enough to learn this program as fast as you can. There is simply no other program with this kind of power that I've ever seen. I'm sold on this program again and again, as I find ways to take advantage of its horsepower. Managing a database of contacts couldn't be done at this level without Act! But, I don't give it five stars yet, until Act! decides to put on more traveling seminars, so I can send our sales people to them in our own town at least once a year. Act!, get working on that, will you? Then again, don't let my competition learn to use Act! In that respect, it's a secret weapon.
CUT TO THE CHASE AND BUY THIS BOOK.......2004-02-26
ACT6! for Dummies is not only extremely informative, it is fun and easy to read. It is a great starting place to learn the many aspects of the program and it is a great reference once you are using the program regularly. If you can figure out how to use this program to its fullest by using the book supplied by ACT, you are probably not in sales, you have a lot of extra time on your hands, and you love to watch paint dry. Unless you are selling real estate in South Florida and one of my competitors, buy ACT6! for Dummies and get yourself on track fast.
Take me by the hand and show me everything.......2004-02-22
I'm not a computer buff so I bought this book and was gratefully taken through an overview of the basics of Act! 6 and then the details. It not only showed how to use Act! 6, but also how to maximize the use of Act! 6.
The important thing about the book is that it is written for the reader (not in tech-speak), with a wonderful sense of humor. In fact, it's as if the author is right there with you as you go through and learn/use the program. After having used Act! 6 for a while, if I have more sophisticated needs, I look them up in the book and have the answer quickly and painlessly.
I hesitated buying Act! 6 for a while, but once I bought the program, I also bought this book. Now I am a confident and effective user.
Book Description
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs.
Karen Leland and
Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Customer Reviews:
Great book & Great service.......2007-09-07
As a Best Buy Consumer Relations representative we deal alot with the satisfication of customers & the products that they purchase at our stores. The level of service that i recieved with the purchase of my book was outstanding & the follow up on this has been nice. I would reccommend this service anytime , and look forward to my future purchases :)
Nice!.......2004-08-04
This book is a must for those who are finding themselves just put in a situation where they must speak with customers. Gives insight into customer types, reminds on proper etiquette both on the phone and in person and in general makes communication more effective. Good for a geek (like myself) who is finding himself talking with the clients that (s)he supports more and more.
A good all round resource........2002-07-07
This is a good resource, no matter if you have your first survey to do or have a complex service problem to fix - there is some commonsense advice on the whole range between these.
For new or infrequent practitioners of surveys and service activities, this is a valuable resource - worth reading before you buy the more complex books.
Kudos for Customer Service for Dummies.......2001-10-30
I chose this book mainly because of its inviting format. Like so
many of the "Dummies" books, it's fun to read. Participants in my
customer service seminars heartily agree. I especially like the
summarizing "Cheat Sheets" of key points inside the front cover ... and the section on how to receive, not just give, good service. The cartoons and brief chapters also help make this a page turner. Fairly priced, too.
This Book has hidden treasure........2000-05-28
There is no way just reading this book will turn you into a customer service professional. But it does contain hidden treasures for those who already our customer service professionals. I was able to take advantage of the preprinted forms in the chapter called "Taking your Company's Pulse: How to Survey Your Customers".
I was grateful for the chapter called " You're Never Too Old (or young) to Learn: Service Training"
This review was dictated using the ViaVoice (ASIN: B000031KIZ) with minor corrections by Microsoft Word.
Book Description
* Shows sales people, marketers, and customer service representatives how to harness the power of Salesforce.com to enhance productivity, improve customer relations, and boost sales
* Salesforce.com, which has more than 147,000 subscribers at 9,800 companies worldwide, won InfoWorld's Best Hosted Application award in 2004
* Covers navigating Salesforce.com, managing leads, understanding customers and competitors, keeping track of contacts, creating a sales forecast, managing users, creating service and support e-mails, working with campaigns, using the report wizard, and more
Customer Reviews:
Great help for the new user........2005-09-22
I purchased several copies of the book for my sales team whose technical proficiency was across the board. While all of the material is covered in the online help available from Salesforce.com, several team members felt much more comfortable with a book that they could hold. It is a great help in getting all of the team members to use the same nomenclature which is the first step in any sales "methodology" becoming effective.
Those wishing a deeper dive, should look at the author's other books targeted towards a more advanced and technical audience.
Dumming it down for an admitted dummy.......2005-02-07
As a new user to the CRM program, Salesforce.com, I was overwhelmed by the amount of information presented on the website. My first thought was, "I wish somebody would writed a "Dummy" book for the program. I was pleasantly surprised to find out that it was being released and ordered my copy immediately. I received my copy shortly and began reading and applying the data presented in the book.
While I will continue to avail myself of the training presented on the Salesforce.com site, the presentation of the data in Salesforce.com for Dummies has given my use of the program a real kick-start.
The writer (Mr. Wong), has written this book for users of the program, not for computer programmers. The data is laid out in concise, easy-to-understand terms which even "sales-types" like myself can understand. Applying the suggestions in the chapter on customization has saved me hours of "hair-pulling" work.
I will continue to reference this book and will make it required reading for all those in my company using Salesforce.com. It makes a great CRM program even better, because we will now be able to use all of the features, rather than a few basic one.
You'd be a dummy not to buy this book!.......2005-02-06
"Salesforce.com for Dummies" is, hands down, the best reference guide for salesforce.com users and administrators alike. Tom Wong has done an excellent job with this book. It is packed with useful tips that will help even the most experienced users and/or administrators get more from Salesforce.com. If you are ready to maximize your investment in Salesforce.com, pick up "Salesforce.com for Dummies." You'd be a dummy not to buy this book!
Best salesforce.com Reference Material Available!!!.......2005-02-06
Tom Wong's book "Salesforce.com For Dummies" provides a fantastic overview of salesforce.com, whether you are an end user or a system administrator. The book clearly outlines the functionality of the product and it includes a great deal of information that will help users leverage the full power of salesforce.com. Salesforce.com users of all experience levels will find relevant information in this book. I have been using salesforce.com for more than three years, and I found several helpful tips that are going to allow me to use salesforce.com more productively in the future.
My company has been using salesforce.com since October 2001, and we use it throughout several functional areas of the company (e.g. Sales, Customer Service, Product Management, Project Management, Executive Management, etc..) I have requested that our Human Resources department make "Salesforce.com For Dummies" available to all current users as an ongoing reference material and to all future users as part of their orientation and training.
I would strongly recommend "Salesforce.com For Dummies" to anyone who uses salesforce.com on a regular basis. In my opinion, this is the best reference material available for salesforce.com.
Drivers, Start Your Engines!!.......2005-02-05
As a salesforce.com system adminstrator, I found this book to be invaluable. As intuitive as the system is, the topics covered are on point to the needs of users, managers and administrators alike. I found that tasks I learned to do in 15 minutes using the online help features included with the salesforce.com tool, can be done and learned in less than 2 minutes following the clear and concise instructions.
Throughout the book are examples of how customers use the tool as well as best practices and are a terrific addition to this handy guide.
With this book, I was not only ready to roll on with salesforce.com, but to accelerate quickly to leverage the tool to my sales team and across the enterprise.
Book Description
A fun and simple guide to improving call center management and response
Call Centers For Dummies serves as the ideal resource for call center managers. Concentrating on revenue generation, efficiency, and customer satisfaction, it helps managers improve their results and affect their company's bottom line. With new tools and tactics specifically designed for call center managers, Call Centers For Dummies helps put a value on customer relations efforts undertaken in call centers and helps managers implement new strategies for continual improvement of customer service.
Customer Reviews:
Very Helpful.......2006-01-08
I'm a new call center manager and this book did a great job of explaining a lot of the basics. I was even able to share the technology section with my IT department so they could understand how to better support the needs of our department. Plus my staff fought over the book - because the information was in an easy to read/understand format.
Great overview of the call center operation.......2005-07-21
If you are like me, in business related to call centers, but not really in call center business, this book is the one. After reading it, I got a new level of appreciation for the processes and complexity involved.
First part describes business aspect, goals, variables and how they influence goals. That's the part where I said, "It's not as simple as it seems".
Next one, on technology, gives you a review of supporting technologies. I personally knew most of the stuff, but it's a light reading and gives you a perspective how the call center views the technology.
Final two parts, on managing agent performance and call handling are valuable reading no matter what business you're in. Suggestions from the book can be applied outside of call centers, as well. And call handling... I think every employee that has a phone on their desk is the company's representative and should know how to handle calls. Dealing with angry customers, controlling the call, sales... it all goes beyond just call centre agents.
To summarize, if you want to get the big picture, see all the elements, understand them and understand how they interact, this is where you should start. Doesn't dwell too much on any individual subject (and doesn't go too much in-depth) and therefore, it is an easy informative reading. And that's what books from Dummies series are all about, aren't they?
Book Description
* The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace
* Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service
* Provides expert tips and tricks to make the software work more effectively
* Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships
* Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Download Description
* The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace
* Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service
* Provides expert tips and tricks to make the software work more effectively
* Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships
* Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Customer Reviews:
1 star for the CRM software. Rating for the book pending........2006-02-24
As a pretty smart guy that has mastered Office and can damn near figure out most software without instruction. I give MS CRM and entusiastic two thumbs down. I've used a handful of other CRM apps; Seibel, Salesforce.com, Maximizer, ACT! and this just frustrates me to no end. There's no integration with Outlook or a PDA. My take, and my sales peers', have summed it up to this point: MS CRM was designed by a software engineer, not a salesperson. I get the idea it is more geared toward numbers management and not sales process or customer management. Too many redundant steps, no intuitive flow through in the processes. If you are looking for a CRM that is easy to use and can extrapolate data, I suggest looking at Maximizer or Salesforce.com. I hope the Dummy book can make me a better user.
Microsoft CRM.......2005-01-22
There is very little in this book. Don't buy it.
P.S. The product isn't ready for prime time either.
I've bought this book and have found no interesting.......2005-01-12
I've bought this book and have found no interesting. Just simple concepts for real dummies. Õóéíÿ ïîëíàÿ
Good, with Limitations.......2003-08-18
Ordered this book because it was the first out on MS CRM. And while the book was helpful, it was typical "Dummies" material in that I think it lacked some things (e.g. Did not cover form customization, creating a letter/fax, etc.). So, it is a good primer to CRM, but I'm sure better material will be released. This is probably a good read for the average user, but for an admin or "trainer", you'll want to delve deeper.
Where is Waldo.......2003-05-13
I ordered this book 25 days ago. Clearly someone is selling vaporware
Average customer rating:
|
Online Customer Service for Dummies
Keith Bailey , and
Karen Leland
Manufacturer: Hungry Minds
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Binding: Paperback
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Customer Service For Dummies (For Dummies (Business & Personal Finance))
ASIN: 076455316X |
Book Description
Who would wait two to three days for a response when you could go to anther site offering the same product and get an answer instantaneously? A strong foundation of customer service, therefore, is essential for online survival. Online Customer Service For Dummies explains how to survive.
Average customer rating:
|
Servicio al Cliente Para Dummies
Karen Leland , and
Keith Bailey
Manufacturer: Norma
ProductGroup: Book
Binding: Paperback
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
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Spanish
| Foreign Language Nonfiction
| Nonfiction
| Subjects
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Servicio al Cliente
| Industrias y Profesiones
| Negocios e inversiones
| Libros en español
| Formats
| Books
Mercadeo y Ventas
| Negocios e inversiones
| Libros en español
| Formats
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| Mercadotecnia
| Publicidad
| Relaciones Públicas
| Ventas y Comerciar
No-Ficción
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ASIN: 9580438811 |
Customer Reviews:
un buen libro.......2007-01-26
es un libro muy facil y rapido de leer, con los mejores consejos para el servicio al cliente
Book Description
This digital document is an article from Customer Interaction Solutions, published by Thomson Gale on October 1, 2006. The length of the article is 1161 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Good customer service for dummies? Lessons from Lewis Black, Richard Branson and a no-fog hotel mirror.(High Priority)
Author: Rich Tehrani
Publication:
Customer Interaction Solutions (Magazine/Journal)
Date: October 1, 2006
Publisher: Thomson Gale
Volume: 25
Issue: 5
Page: 12(4)
Distributed by Thomson Gale
Books:
- Modern Management
- More Balls Than Hands: Juggling Your Way to Success by Learning to Love Your Mistakes
- MP Essentials of Marketing w/ Student CD-ROM & Apps 2005
- My Stroke of Insight: A Brain Scientist's Personal Journey
- Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers
- National Security and The Nuclear Dilemma, 1945-1991
- Networking with the Affluent
- Operations Management & Student CD Package (8th Edition)
- Payback: Reaping the Rewards of Innovation
- PMP Exam Prep, Fifth Edition: Rita's Course in a Book for Passing the PMP Exam
Books Index
Books Home
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- The Los Angeles Angels of Anaheim
- Schaum's Outline of Spanish Vocabulary
- The 401
- Knapsack Problems: Algorithms and Computer Implementations
- The Girl From the Golden Horn: Translated From the German by Jenia Graman
Working with Microsoft Dynamics(TM) CRM 3.0
The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series)
Special Edition Using Microsoft CRM
Microsoft SharePoint 2003 For Dummies (For Dummies (Computer/Tech))
Microsoft SQL Server 2005 Reporting Services 2005
