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Special Edition Using® Microsoft® CRM by John Gravely, Laura Brown

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Interacting with CRM Systems

How you interact with your CRM systems depends on the goals that you've identified, and how you want to use them. They can enable you to personalize your relationship with your customer, while enabling the customer to personalize their experience of your business Web site. CRM systems can help you know your customers better and identify your most profitable customers. You can provide customer self-service though your CRM portal, gathering the information to perform analytics against customer data. CRM systems can also provide support for knowledge management, helping you organize literature, white papers, and advice you provide online to your customers.

Goals of CRM Systems

What kinds of things can you do with CRM ...

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