Hour 1. What Is Microsoft Dynamics CRM?
What You’ll Learn in This Hour:
• Overview of CRM and the CRM industry
• Department roles: different perspectives
• Business applications, functions, and fundamentals
• A closer look at business processes
This hour focuses on opening the mind to a potential new world: the world of customer relationship management (CRM). This world did not start with the invention of technology, nor does it end with a specific application. This world has long been researched, studied, documented, debated, and discussed. As you consider this world of CRM realize that the success of a specific CRM initiative or the failure of the same initiative often does not have much to do with the software or technology ...
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