Get Ahead with Microsoft CRM Training and elearning

Customer Relationship Management (CRM) software aims at making customer interactions and activities into a unified, smooth and structured process for businesses. With today's era of multinational companies with globally distributed customer base, it is imperative to have a software system which keeps track of customers - meetings, sales, orders, service, using a database and related functions.

Among Customer Relationship Management (CRM) software solutions, Microsoft CRM is considered to a leader. It offers both premises only versions of its software as well as a hosted solution. The beta version of the latest Microsoft Dynamics CRM Online service was released worldwide on the last week of September 2010. The year-end will see the release of the latest version, Microsoft Dynamics CRM 2011.

Learning how to use such a CRM software system is very important, and can lead to effective customer management in an organisation. The need for training may be varied as well as the target audience. You may be thinking of implementing Microsoft CRM solution for your business and may want to get an idea of its use. Or you may already have deployed it and are seeking to train your staff and customers to use the software. You may alternatively be a professional who can benefit by including CRM software knowledge in your resume.

Often, a demo of the software may just not be enough to gain a thorough understanding of the various features involved of the software. A more comprehensive and structured training methodology may be the need of the hour. Depending on your objectives, you can opt for a traditional classroom based Microsoft CRM course which is delivered by learning providers. You can also make use of more flexible online teaching resources such as e learning courses which can be taken at any location and at the learner's convenience.

This article reviews the various Microsoft CRM training options available in all delivery modes, especially online and e learning resources.

Microsoft CRM e learning Resources

The most important source of online training material is from Microsoft itself on its website for Microsoft CRM training. The website offers Microsoft CRM e learning resources for all levels of learners, from beginners to advanced users. It offers complete training in the form of a three-step process, from beginners to intermediate and advanced.

Those just starting out can begin with free introductory course for Microsoft CRM Live, which is the online implementation of the software. The introductory e learning course explains basic concepts of each functional area involved in CRM such as Sales, Marketing and Service. A brief note describes the core customer modules such as Accounts, Contacts and Activities. Modules specific to each functional area are also explained very briefly. The introductory course also gives the learner an idea about the concept of database and associated record types or entities and field types. The relationship between entities and record is also explained. It goes on to review the user interface and describes navigation and functions such as sorting and searching Records. The importance of knowing how to use help files effectively is emphasised with a guide to the help interface of the Microsoft CRM. The Microsoft CRM e learning introductory module has rudimentary descriptions with relevant screenshots and targets the co mplete beginner, concentrating on giving an overview of basic functions and features of the software.

More comprehensive elearning courses from Microsoft can be accessed only through subscription to various plans of Microsoft Dynamic CRM Customer Services. The Open Value Licensing Program offers features such as specific elearning modules, training manuals and materials that can be used off-line as well and training resources in languages other than English. These Microsoft CRM e learning courses are provided via Customer Source, a website which Microsoft has set up to cater to its Microsoft Dynamics customers. The Windows Live ID is used to login and view the online training materials and other resources.

Microsoft CRM Training - Get Certified

Your Microsoft CRM training can be tested and validated by a certification exam. Being certified can be a valuable addition to your resume. You can also use it as an assurance that all the fundamentals involved in the usage of Microsoft CRM has been mastered. Effective usage of the software can mean that the full benefits of using the software for your organisation's customer management is realised.

You can take the Microsoft Certified Technology Specialist (MCTS) for Microsoft Dynamics CRM certification exams which test your knowledge in the software. There are eight certification exams, each catering to a single module. The modules deal with areas such as Applications, Customisation and Configuration, Installation, Configuration and Deployment etc. To be certified as an MCTS, you can take one of the eight certification exams. This means that you would be recognised as a specialist in one of the eight modules.

The Microsoft Learning website offers detailed information on certification topics and relevant classroom courses that can be taken as part of training.

Apart from online learning resources, you can also buy books to learn about using the CRM product. Check out www.thecrmbook.com , or "Working with Microsoft Dynamics CRM 4.0", by Mike Snyder and Jim Steger or the books released by Microsoft Press. Sonoma Partners has a catalogue of books on the subject. While the current books concentrate on version 4.0, editions and video resources for the new entrant, Microsoft CRM 2011 is already being planned.

A combination of elearning resources, documentation and help files, books, certification exam and hands on practice can give you a thorough mastery of Microsoft CRM.

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