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Microsoft ® CRM

FOR

DUMmIES

‰

by Joel Scott and Michael DeLisa

Microsoft ® CRM

FOR

DUMmIES

‰

by Joel Scott and Michael DeLisa

Microsoft ® CRM For Dummies ®

Published by

Wiley Publishing, Inc.

111 River Street

Hoboken, NJ 07030

www.wiley.com

Published by Wiley Publishing, Inc., Indianapolis, Indiana

Published simultaneously in Canada

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Library of Congress Control Number: 2003101857

ISBN: 0-7645-1698-1

Manufactured in the United States of America

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is a trademark of Wiley Publishing, Inc.

About the Authors

Joel Scott is president of the Computer Control Corporation, with offices

in New England and in Southern California. Since 1991, Computer Control

has been a dedicated CRM software dealer, designing and installing literally

thousands of customized systems. Well known in the industry, Computer

Control has garnered numerous industry awards for sales, training and

CRM best practices.

Mr. Scott has authored GoldMine For Dummies as well as Client Retention

and using products like GoldMine and Microsoft CRM to automate retention

principles.

Currently, Mr. Scott is directing the development of several CRM-related

projects — one focusing on client retention and another on a Web-based

lead management system.

Michael DeLisa is the director of training at Computer Control Corporation.

Starting his technology career as a designer of multimedia presentations, he

has experience with voiceover, music and visual production, in addition to

designing and delivering Web-based training and marketing content.

In the past five years, Mr. DeLisa has delivered CRM-oriented application

training all over the United States. He brings enthusiasm, energy and humor

to his sessions. He sees the goal of training as the ability to infuse his stu-

dents with a genuine desire to add technology to their more traditional sales

and marketing toolbox.

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