Part I. Laying a Solid Foundation
IN THIS PART
What is CRM and why is it cropping up in more and more businesses? CRM systems have been around for a couple of decades now, starting in large corporations like banks and insurance companies that needed a simple way to store and retrieve large volumes of customer information.
As software technologies have evolved during that time, CRM systems have evolved along with them, and along the way they've started to find their way into the center of more and more types of organizations. From small non-profits to government service departments, and everything in between, CRM software is a growing part of the IT landscape.
Microsoft entered the marketplace several years ago, and with its release of Microsoft Dynamics CRM 2011, the company is making a big splash in the industry. And because of the ubiquitous nature of Microsoft's software, more and more technology professionals are finding themselves involved in one way or another with Dynamics CRM implementations.
Perhaps you are one of these technologists who is being exposed for the first time to both the generic concepts surrounding customer relationship management and the specific Microsoft flavor of CRM software. Or perhaps you're a seasoned CRM professional looking for an inside path to mastering Microsoft Dynamics CRM 2011.
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