Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

1.5. Summary

The evolution of CRM concepts has increased the functionality and benefits that companies can expect to obtain through their own implementation evolution. From the simple beginnings of managing customer demographics with solutions that were not yet tagged as CRM, to the departmental solutions whose benefits began to suggest organization-wide value found in CRM Suite environments, and finally to a platform to manage information and relationships as an xRM solution—each company should understand these stages in order to prepare for their own implementation, including selecting a package, planning for the initiative, and managing expectations. Chapter 2 will discuss the capabilities of the Microsoft Dynamics CRM and how it provides ...