Contents of our free book:
About the Author
Foreword

Chapter 1 Microsoft’s value proposition.
    What Microsoft offers
    Benefits of Dynamics CRM over Siebel
    Benefits of Dynamics CRM over SAP
    Benefits of Dynamics CRM over SalesForce.com
    What CRM is. What CRM isn’t.
    Why ACT! is not a competitor with CRM
    Why Goldmine is not a competitor with CRM
    The value proposition of Microsoft’s CRM

Chapter 2 Measuring and Improving Productivity
    Increasing Productivity levels off in Benefits
    CRM Levels of Productivity Improvements
    ROI Improvements can depend on ability to automate
    Test ROI Assumptions
    Start ROI Improvements in the areas of current pain
    Use Relevant Metrics to Measure ROI Improvements
    Competing goals may conflict with ROI improvements
    Productivity Improvements reduce production costs
    Worksheets can help as a guide to ROI drivers
    Identify Metrics Worksheet: Shoe Sales (Sales)
    Identify Metrics Worksheet: Shoe Sales (Marketing)
    Identify Metrics Worksheet: Shoe Sales (Support)

Chapter 3 - 58% ROI on Sales
    Dynamics CRM provides a total view of your customer
    How Dynamics CRM tracks the sales process
    The Sales Cycle
    Useful Reports
    Neglected Leads Report
    Neglected Accounts Report
    Sales Pipeline Report
    Sales History Report
    Automating work, using workflow

Chapter 4 - 58% ROI on Marketing
    Qualified List
    Test the List
    Setup Dynamics CRM for test campaigns
    Results of Test Mailing and Next Steps
    Closed Loop Marketing
    Reports
    Overall Results and Benefits
    Results Quantified

Chapter 5 - 58% ROI on Support
    Meeting Support Agreements
    Evaluating Support Costs
    Increasing ROI of Support
    Dynamics CRM Services Solution
    Queues – buckets of cases
    Support Process
    Service Scheduling
    Metrics and Measurement

Chapter 6 Decisions on customizing CRM to fit your business
    Leave it to Professionals
    When to Outsource
    Choosing a Vendor
    Vendor Diagnosis Phase
    What a Third Party Vendor can provide
    Successful CRM Rollout Needs
    Overall CRM Plan
    Fine Tuning
    Strategic Business Investment

Worksheets for each chapter
    Chapter 2 Worksheets:
    Chains to help determine CRM needs
    Sales Strengths and Weaknesses Chain
    Marketing Strengths and Weaknesses Chain
    Support Strengths and Weaknesses Chain
    Organization Chart Worksheet
    Identify Metrics Worksheet – Sales
    Identify Metrics Worksheet – Marketing
    Identify Metrics Worksheet – Support
    Chapter 6 Worksheets:
    Finding the Right Vendor – a Vendor Matrix Worksheet
    References References cited
    Resources Dynamics CRM Resources

About the Author
Shawn Arney has been a software developer since high school. His interest in computers and programming began in boarding school in the Philippines.

Besides knowing several computer languages, Shawn speaks several foreign languages including Filipino Visaya, Tagalog and ancient Greek.


Shawn attended computer science courses at California State University, Chico. Shawn received his Bachelor of Science in Applied Economics at the University of San Francisco.


Shawn has been involved with Microsoft programming since 1996. As a software developer and consultant Shawn has worked with both small and Fortune 500 companies.

Shawn has three Dynamics CRM certifications from Microsoft and is a Microsoft Certified Solution Developer.


Shawn makes his home with his wife and three young children in the Rocky Mountains of Colorado.

About Arney Consulting
Arney Consulting is a Microsoft Gold Certified Partner. Arney Consulting enables companies to increase sales and margins by customizing software to streamline one’s business. Arney Consulting specializes in customizing internet software, business portals, mobile phone software, and Microsoft Dynamics CRM.

Arney Consulting can work with customers anywhere. We have offices in Colorado Springs, Denver, and San Diego.
Please visit us at: Www.ArneyConsulting.com