Foreword


What a difference a few years can make in the world of customer relationship management (CRM). Rewind the market just three short years, and you would find every one of the leading CRM software providers proclaiming the death of CRM. Failed implementations, unhappy customers, and the backlash of the dot-com burst led even the most faithful to question whether the customer would ever be right in the world of business applications. In yesterday's market, CRM was hard: hard to deploy, customize, implement, manage, upgrade—and most importantly, hard to use. CRM vendors appeared to have followed the path of Henry Ford and the Model T when constructing their offerings, essentially proclaiming that you could have CRM any way you needed it, so long as it worked how we intended it to work.

That was then and this is now.

Today, we find a rebirth in the world of CRM applications centered on the core tenets of simplicity, flexibility, and adaptability. CRM was never dead. It was, however, being beaten down by those who failed to understand the core challenges for successful CRM deployment: a simplified system that works by and with existing applications that end users know and trust; a system that adapts quickly and easily to the way that each unique business interacts with customers; and a system that is fast to deploy, simple to manage, and easy to maintain, with-out causing unnecessary workload for an already constrained IT organization.

At Microsoft, we have internalized these core tenets, and we offer today's businesses Microsoft Dynamics CRM 3.0, the third release in our flagship customer relationship management software package. With Microsoft CRM 3.0, organizations around the world can finally realize the benefits of CRM, experiencing a faster, more flexible, and more affordable way of deploying customer relationship management tools and technologies.

For end users, Microsoft CRM offers a seamless, native Microsoft Office Outlook experience that provides enhanced productivity when communicating with customers.

For systems implementers and customizers, Microsoft CRM offers unmatched customization, process automation, and development, enabling exceptionally quick and powerful customization to meet the unique needs of businesses.

And for IT administrators, Microsoft CRM offers an incredibly stable and reliable business system that businesses can rely on when managing their all-important customer relationships.

Working with Microsoft Dynamics CRM 3.0 is a detailed guide that will lead your exploration, evaluation, and learning of Microsoft CRM 3.0. Mike Snyder and Jim Steger provide you with an informative and easy-to-follow guide to help you learn and understand all of the new features and enhancements in this release. This book is full of detailed product overviews, combines practical, real-world experiences from the authors' very successful Microsoft CRM implementation practice, and offers guidance and insight for successful deployment of Microsoft CRM.

I hope you find this text as informative and fun to read as I have. I wish you success with your implementation of Microsoft CRM 3.0.

Sincerely,

Bill Patterson
Senior Product Manager
Microsoft Corporation




Working with Microsoft Dynamics CRM 3.0
Working with Microsoft Dynamics(TM) CRM 3.0
ISBN: 0735622590
EAN: 2147483647
Year: 2006
Pages: 120

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