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

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Finding the Best Products and Services

Finding and organizing the resources that can help you build your CRM capabilities will require knowing what to look for in a vendor, how to evaluate vendors, and how to handle both the acquisition process and set up an ongoing relationship.

What to Look for in a Vendor

The following seven dimensions, or categories of evaluation criteria, will help you evaluate CRM product vendors. The criteria are kept intentionally broad to encompass not just CRM vendors, but also vendors of related services and products. The same criteria can be applied to all the prospective suppliers, giving you an organized product selection process.

  1. Features and functionality

  2. Single view of customer

  3. Integration with customer applications ...

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