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A raference for the rest of us - Scott J.

Scott J. A raference for the rest of us - Wiley publishing , 2003. - 387 p.
ISBN: 0-7645-1698-1
Download (direct link): microsoftcrmford2003.pdf
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direct e-mail: The distribution of marketing materials in e-mail over an intranet or the Internet, usually to a large number of recipients. The e-mail
332 Part VI: Appendixes
goes directly from the Organization to each recipient individually, giving the appearance of the communication being sent personally. This is also known as an e-mail blast.
discount list: A compilation of the specific discounts that can be applied to a Product, based on volume purchased. Salespeople can add discount lists to price lists.
e-mail bounce: E-mails can bounce for many different reasons. There are soft and hard bounces. A soft bounce might occur if the intended recipient is on vacation (you may get an out-of-office notice) or if the recipient’s e-mail address is no longer valid. You would get a hard bounce if the recipient’s ISP or mail server is down. The response you receive will usually tell you the nature of the problem and whether you need to send your e-mail to another address or to just wait and try again later.
Exchange Server: Your Exchange Server is the hardware and software combination that manages your incoming and outgoing e-mail, making sure that it is properly routed and secured.
firewall: A system of hardware and software to protect your computer or network from attack by outside hackers or, possibly, to prevent your users from unauthorized transmission of data.
fiscal year: A span of time during which the financial Activities of an Organization are calculated. A fiscal year is divided into fiscal periods, typically defined as semesters, quarters, or months. The Organization determines the dates that begin and end its fiscal year, which may not correspond to a traditional calendar year. When a salesperson is assigned a quota in Microsoft CRM, the time frame for achieving the quota is based on the fiscal year of the Organization.
FTP (File Transfer Protocol): This is a methodology used to download and upload files.
Home Page: The Microsoft CRM module that contains a summary of Activities scheduled over a three-day period for the logged-on User. The Home Page also displays announcements, the Create an Activity and Create a Record areas, and a panel to the side, which leads to the Settings area.
Invoice: An Order that has been billed. It is also a Record of a sale to an Account, including details about the Products or Services purchased.
Knowledge Base (KB): A database that internal users can browse or search in to find information about the Organization’s Products and Services, often to answer commonly asked questions from customers. This information is in the form of articles and is organized by Subjects. The Knowledge Base is searchable by keyword, header text, or full text.
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Knowledge Base Manager (KB Manager): A feature in Microsoft CRM that provides a process for drafting, submitting, reviewing, and publishing KnowledgeBase articles. Users with manager-level security privileges can approve, reject, add comments to, and unpublish articles that are submitted for review.
Lead: A potential customer who must be contacted by a salesperson and either qualified or disqualified as a Sales Opportunity. If a Lead is qualified, it can be converted to an Opportunity, Account, and/or Contact in Microsoft CRM.
manual discount: The amount subtracted from the set price of a Product or Service.
Microsoft CRM Sales for Outlook: A client application that provides the sales force automation and marketing functionality of the Microsoft CRM application within Microsoft Outlook. Microsoft CRM synchronizes a local copy of a User’s Contacts, Tasks, Appointments, and e-mail data with Outlook. With Microsoft CRM Sales for Outlook, Users can work online or offline and either within the Microsoft CRM application or within Outlook. Also called the Outlook client.
My Workplace: My Workplace is one of the five main areas of Microsoft CRM. Within My Workplace, you organize and manage Business Units, roles, Templates, security, and Users.
.NET: The technology used by Microsoft CRM to enable you to access your data over the Internet.
Opportunity: A potential sale to an Account or Contact that may be won or lost. An Account or Contact may have multiple Opportunities at any one time.
Opt-in/Opt-out: These are major buzzwords in e-mail marketing. An opt-in marketing campaign is sent only to those people who have requested that they be on your distribution list. Sending direct e-mails to people who have not agreed to receive your messages (spam) generally leads to annoyed recipients. In either case, you should have an opt-out method with each e-mail message so recipients can request that you terminate the onslaught.
Order: A confirmed request for delivery of goods or services based on specified terms. Basically, an Order is a Quote that has been accepted by a customer.
Organization: In Microsoft CRM, the entity that is internal to the customer relationship management process. The Organization is the top level of the Microsoft CRM business hierarchy. The Organization can be a specific business, a holding company, a corporation, and so on. There can be only one Organization per Microsoft CRM deployment. The Organization is divided into Business Units.
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