Special Edition Using® Microsoft® CRM

Arriving at Consensus

An important factor to consider when embarking on your CRM project is the dynamics inherent in implementing an enterprise application. To illustrate this, consider a scenario where a single individual purchases a low-end contact management product for his/her personal use. In using this product the individual would have to make decisions about values of custom fields and how he/she would plan to use certain functions. Perhaps there is a priority field on the Lead records. The user would certainly develop some convention, albeit informal, to use in defining the options for that field. Now, think through these same scenarios where the package will be used by dozens, perhaps hundreds, of users. There must be some agreement ...