Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

Foreword

I met Justin Mathena in Toronto in the summer of 2004 where he was receiving the Microsoft Dynamics CRM Partner of the Year award with his previous company. Justin, Hoss Hostetler, and their team had been working with the Microsoft CRM product team since well before we released the first version to market and it was entirely appropriate that they receive this award. Justin and Hoss were far more than beta testers of that first version of Microsoft CRM; they provided those of us on the development team critical insight into understanding the business drivers behind CRM adoption and successful implementations. They showed us, developers of productivity applications, web browsers, and collaboration servers, that there is far more to business ...