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6 Microsoft® Office Business Applications for Office SharePoint® Server 2007 by Microsoft Corporation

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Chapter 6. Sales Force Automation

Bhushan Nene, Microsoft Corporation

Sales force automation (SFA) is one of the principal functional areas of customer relationship management (CRM) applications. SFA functionality includes customer and account management, opportunity management, sales forecasting, and order management. Many popular CRM solutions from independent software vendors (ISVs) such as Microsoft, Oracle, SalesForce.com, and SAP are Web-based applications. These solutions all provide tools for customizing their user interfaces, defining business rules and workflows, and analyzing transactional and historical data. They have the potential to provide organizations with an appropriate return on investment by increasing customer satisfaction ...

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