Part I of this book gave you a brief overview of Microsoft CRM 3.0 and showed you how to set up and configure some commonly used areas of the software. However, we consider everything we've reviewed so far more as software "configuration" than "customization." Part II of this book will get deep into the details of how you can customize Microsoft CRM and will provide real-world contexts for why you might need to perform these customizations. Just as in Part I, you'll need to have System Administrator rights in your Microsoft CRM system to perform almost all of the customizations we review in Part II. If you're an IT project manager or power user, you have the technical skills necessary to perform all of the customizations we review in this part, even if you're not a programmer or developer.
We highly recommend that you actually log on to Microsoft CRM, if possible, and try to follow along in the user interface as you read the material in these chapters.