Now, there's a practical, hands-on guide to mastering customer relationship management with Microsoft Dynamics CRM 2011. Authored by top CRM expert and blogger Anne Stanton ("The CRM Lady"), this book explains how the core Dynamics CRM 2011 fits in today's organizations, and explains everything users and managers need to make the most of it. Stanton begins with the absolute basics, including Microsoft Dynamics CRM's uses, components, and functionality; business roadmaps; and infrastructure choices. Then, step-by-step, you learn how to orchestrate successful CRM projects; automate processes; create and manage business units and users; define security roles; import contacts; distribute leads; create and track marketing campaigns; convert leads to accounts and contacts; integrate with email, Excel, and other applications; and create workflows. This edition's new coverage includes: the Ribbon interface; integration with SharePoint, and with Azure cloud services; native integration with WSS 3.0; and more. Friendly, accessible, and conversational, this book delivers a practical grounding in Microsoft Dynamics CRM 2011 without ever becoming intimidating. Each lesson builds on everything that's come before, helping you learn core techniques from the ground up. You will learn key concepts, syntax, and techniques through practical examples that apply CRM best practices and fully reflect today's CRM realities.