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Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide by Danny Varghese

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Chapter 1. Microsoft Dynamics CRM 2011 Overview

In this chapter you will learn about:

  • CRM 2011
  • Training and certifications

Introduction to CRM 2011

Every organization is dependent on customers, and every organization is challenged to manage these customers. Businesses need a way to attract, sell to, service, and track every interaction these customers have with their organization. To do so, they often implement a Customer Relationship Management (CRM) system.

Microsoft offers a CRM solution as part of their Dynamics suite, which allows companies to implement a system that manages more than just their customers. Microsoft Dynamics CRM is a web-based application that can be accessed online through an Internet browser or through Microsoft Office Outlook. ...

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