for Dummies, 5th Edition

  • 6h 4m
  • Liz Kao, Matt Kaufman, Tom Wong
  • John Wiley & Sons (US)
  • 2014

Your fun and easy introduction to and its latest tools

The frontrunner in the customer relationship management (CRM) market, has a rapidly expanding influence over the way companies across the globe interact with their clientele. For Dummies lends you an edge in building those relationships and managing your company’s sales, marketing, customer service, and support operations. With this accessible guide, you will learn how to organize contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projects based on past performance, and more.

  • Covers the latest enhancements to, the world?s most popular customer relationship management software, and explains how to choose the right configuration to suit your business needs
  • Written by insiders with years of expertise in CRM services
  • Details how to personalize your system, prospect leads, manage accounts and partners, develop contacts, track products, calculate forecasts, drive demand, utilize service and support, share insights with Chatter, enhance your online marketing, and more

Close deals faster, gain real-time visibility into sales, and collaborate instantly with help from For Dummies.

About the Authors

Tom Wong is currently the CEO of Eventley and previously worked for as Vice President, Dreamforce.

Liz Kao has played both in-house and consultant roles at

Matt Kaufman is the principal of MK Partners, a leader in consulting.

In this Book

  • Introduction
  • Looking over Salesforce
  • Navigating Salesforce
  • Personalizing Your System
  • Managing Accounts
  • Developing Contacts
  • Collaborating with Chatter
  • Managing Activities
  • Sending E-Mail
  • Prospecting Leads
  • Tracking Opportunities
  • Tracking Products and Price Books
  • Managing Your Partners
  • Driving Demand with Campaigns
  • Driving Sales Effectiveness with Content Management
  • Performing Fast and Accurate Support
  • Managing Your Contact Center with Service Cloud
  • Analyzing Data with Reports
  • Seeing the Big Picture with Dashboards
  • Fine-Tuning the Configuration
  • Customizing Salesforce with
  • Extending beyond CRM with the Platform
  • Migrating and Maintaining Your Data
  • Ten Ways to Drive More Productivity
  • Ten Keys to a Successful Implementation


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