Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management is aimed at readers who are interested in understanding how to successfully implement Microsoft Dynamics CRM 4.0 within their projects. It is intended as an implementation roadmap for the business and technical representatives leading or engaged in a project.

The book covers the capabilities of Microsoft Dynamics CRM, both in the traditional functional areas of sales, marketing, and service and as an applications framework for XRM deployments. The book demonstrates Microsoft CRM best practices for design, configuration, and development. Through real–world solutions and exercises, you will be given the confidence and expertise to deliver an implementation that provides long–term success for your organization.

What you’ll learn

• How to choose an implementation model (live, hosted, on–premise) appropriate for your circumstances
• Design and configuration best practices for each of the traditional functional areas of sales, marketing, and service
• When and how to develop and extend the Microsoft Dynamics CRM application platform
• Real–world solutions that can be applied to your projects
• How to ensure your solution evolves with your organization’s needs and provides long–term business value

About the Authors

JUSTIN MATHENA is a proven leader in the information technology industry with broad experience defining technology solutions that meet business challenges, implementing successful CRM strategies and solutions, managing functional and technical teams, developing strategic relationships, and overseeing operational efficiencies. Justin has worked with customers across many industries, including manufacturing, healthcare, insurance, timber, high tech, energy, and publishing.

Justin is a founder and principal of Altriva Solutions, a professional services firm based in Bellevue, WA. Prior to founding Altriva, Justin served as a director of delivery for The Interlink Group (now EMC) where he was responsible for managing the consultant delivery personnel and operational management in the PacWest region. Justin started his services career as a consultant with Equarius where he served in leadership capacities including Business Development Manager, Strategic Account Manager, and CRM Practice Lead.

AARON YETTER is a seasoned technology professional with extensive experience overseeing and implementing successful CRM strategies and related business initiatives. His experience includes delivering customer-centric solutions for market-leading companies across various industries, including healthcare, insurance, financial services, technology, and services.

Aaron is a founder and principal of Altriva Solutions, a professional services firm based in Bellevue, WA. Prior to founding Altriva, Aaron was CVP and CRM Practice Director for Resolute Corporation, where he was responsible for leading the growth and development of the CRM Practice. Prior to Resolute, Aaron served as President and founder of the services firm Acetta, where he led the company during its first three years of growth. Previously, Aaron was Group Consulting Manager for Onyx Software, where he was responsible for many aspects of consulting, consulting sales, and customer retention.

HOSS (MARK RENEE) HOSTETLER is a business technologist specializing in CRM strategy and implementation. Hoss' background is in the Microsoft technology stack and how CRM applications coupled with an expert understanding of business processes can benefit customers. He has been implementing CRM solutions since his career began and is considered an expert in CRM business and process modeling, CRM infrastructure architecture, integration architecture, application design, ISV extensions, data migration, and extension development. He is passionate about the value a properly executed CRM project can bring to any organization.

Hoss is the Director of CRM at Altriva Solutions, a professional services firm based in Bellevue, WA. Before joining Altriva, Hoss served as the PacWest CRM Practice Manager at EMC's Microsoft Practice Group, where he was responsible for managing the CRM team, leading projects, architecting solutions, and ensuring success with EMC's CRM clients. Hoss started his consulting career at Equarius, where he led CRM projects and delivered successful CRM solutions.