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Microsoft Dynamics CRM 2011 Unleashed by Rajya Bhaiya, Marc Wolenik, Damian Sinay

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Chapter 2: Why Business Needs a CRM System

As we move beyond a world of data on demand to one where data can provide us with forecasts and complex analysis, our expectations of information that is necessary to do business has changed.

No longer can a customer be told to wait while the accounting department searches for previous invoices or orders. Nor can salespeople be expected to schedule appointments without having access ...

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