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1. 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.
2. Chapter 19 - User Adoption shares key concepts and strategies for encouraging and improving user adoption within you organization.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
10. 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.
11. 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.
12. 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.
13. 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.