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

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Handling Changes and Continuous Improvement

Change management, or configuration management, addresses the need for a controlled, defined process for managing change in the software development setting. In the case of vendor-provided software and services, it is critical to introduce a structured process for managing change so that you retain control of your applications.

Change requests may originate from several directions, or requestors:

  • CRM business owner (CEO, product manager, marketing…)

  • Customer feedback

  • CRM administrator

  • Tester

  • Vendor

Change requests must be organized and managed so that they are addressed according to their real priority and so that no request gets lost in the shuffle. To do that you might want to introduce a change log, ...

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