DURATION
1 Day
Introduction
This one-day course explores the Microsoft CRM application from a user's perspective. Application functionality covered in the course includes:
Core CRM Navigation
User Interface
Outlook Client
Marketing Automation module
This application course does not include materials or instructor discussion of Microsoft CRM Installation, Application Configuration, Workflow Configuration, Customization, Back Office Integration, or Data Migration.
This course teaches the processes and functionality used by marketing managers and marketing representatives. It begins with an introduction to the core concepts of Microsoft CRM and then an overview of the marketing automation processes. Subsequent lessons explore the marketing concepts in greater detail. A thorough understanding of the marketing processes in Microsoft CRM helps you to get the most out of your system.
Audience
Microsoft CRM Marketing Automation training is recommended for individuals or anyone that plans to implement, use, maintain, consult, or support Microsoft CRM in their organization. The class is targeted toward marketing representatives, administrators, office managers, CEO's, and consultants who need to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.
At Course Completion
After completing this course, students should understand:
Microsoft CRM User Interface and application terminology
Basic and advanced navigation and record maintenance
Microsoft CRM Client for Outlook functionality and synchronization
Planning and budgeting tasks related to marketing campaigns
Key Related Courses:
Microsoft CRM Installation and Configuration, 8523
Microsoft CRM Customization, 8525
Microsoft CRM Sales Management, 8521
Microsoft CRM Service Management, 8523
Microsoft CRM Service Scheduling, 8524
Create and manage customer lists
Create marketing campaigns
Manage campaigns and track campaign responses
Prerequisites
Before attending this course, students must have:
General knowledge of Microsoft Windows
An understanding of Customer Relationship Management solution processes and practices
Student Materials
The student materials include comprehensive courseware and other necessary materials for this class.
Chapter 1: Microsoft CRM Concepts
This chapter describes the overall solution of Microsoft CRM and the benefits to an organization.
Main Topics
Microsoft CRM Modules
Accessing Microsoft CRM
Customer Records
Customer Relationships
Understanding customization availability
Labs
Working with Records
Accounts and Contacts
After completing this chapter, students should be able to:
Identify the overall solution that Microsoft Dynamics CRM provides
Identify the functionality and purpose of the Microsoft CRM modules
Log on to Microsoft CRM
Recognize the relationship between account and contact records in Microsoft CRM
Identify the types of relationships that can be created between records
Chapter 2: Microsoft CRM Client for Outlook
This chapter examines how the Microsoft CRM Client for Outlook works, how the functionality is similar to the web client, and how to work in the Outlook Client interface.
Main Topics
Identifying the functionality available in the Microsoft CRM Client for Outlook
Navigate within the Microsoft CRM client for Outlook user interface
Create and manage Microsoft CRM records and activities in Outlook
Labs
Synchronization in the Outlook client
Outlook client Record management and E-mail management
After completing this chapter, students should be able to:
Identify the functionality available in the Microsoft CRM Outlook client.
Be familiar with navigating the user interface of the Microsoft CRM Outlook client.
Recognize how the Outlook client synchronizes with Microsoft Outlook and the Microsoft CRM Server
Be familiar with how to take the Outlook client offline and online.
Recognize how to differentiate between Microsoft CRM and Outlook records and how the different record types are managed in the Outlook client.
Recognize how to create mail merge documents for the available record types in the Microsoft CRM Outlook client.
Chapter 3: Marketing Automation Life Cycle
This chapter goes through an entire marketing campaign to provide an overview of the key features and processes. The focus is on procedural introduction, therefore, the marketing processes are completed but not discussed in great detail.
Main Topics
Marketing Automation Process Flow
Marketing process demonstration
Labs
Microsoft CRM
After completing this chapter, students should be able to understand the business problems that are solved using the Microsoft CRM Marketing Automation module
Chapter 4: Planning Marketing Campaigns
This chapter explains the concepts for planning a marketing campaign and how to gather information in Microsoft CRM system to assist in the preparation of marketing campaign
Main Topics
Marketing Campaigns
Planning a campaign
Managing Lists
Using Lists
Labs
Create a List
Send email to a list
After completing this chapter, students should be able to:
Identify the process for planning marketing campaigns
Recognize the tasks involved and information required prior to creating a marketing campaign
Manage and create lists used in marketing campaigns
Use a list for marketing purposes to send information to potential customers
Chapter 5: Campaign Creation
This chapter closely examines the process for creating a campaign and a campaign template. Also discussed is the process and importance of testing a campaign prior to launching.
Main Topics
Creating a Campaign
Managing and Testing Pre-Launch Campaigns
Labs
Create a Campaign
Campaign Tasks and Activities
After completing this chapter, students should be able to:
Create a new campaign
Create a campaign template
Create tasks and activities associated with a campaign
Chapter 6: Campaign Execution and Response Management
This chapter discusses the process for running a campaign and keeping track of campaign activities. The lesson also explores the analysis of data that results from marketing campaigns.
Main Topics
Executing a campaign
Running and Managing Campaigns
Tracking Marketing Information
Quick Campaigns
Labs
Launch a campaign
Manage a campaign
Marketing analysis
Quick campaigns
After completing this chapter, students should be able to:
Launch a marketing campaign
Manage the various aspects of a campaign
Analyze results of a marketing campaign
Create a Quick Campaign
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.