Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

5.14. Summary

With CRM 4.0, Microsoft has released a solution that has full CRM capabilities available for configuration as well as a flexible architecture for customization. These attributes make the solution easier to implement and are more successful for many types of organizations with a wide variety of requirements. A key to achieving success using the tool is knowing how to take advantage of its capabilities and avoid approaches and configurations that could lead to poor user adoption through difficult usability, confusing structures, difficult maintenance, and inflexibility for future growth. This chapter has provided many examples of configurations that are ideal or correct, and also those that would be incorrect for a variety of reasons ...