Chapter 17. Installing and Maintaining Vendor Software and Services

In this chapter

Set the Direction

Implementation Strategies for CRM Projects

Handling Changes and Continuous Improvement

The Validation and Verification Processes

Use Case Corner

Summary

Chapters 5, “Setting up Microsoft CRM” and 11, “Configuring Microsoft CRM” cover installing Microsoft CRM software specifically, whereas this chapter continues the discussion from Chapter 16, “Managing Your Service Vendors” about dealing with vendors of software and services that you might need for your CRM project. It includes methods for managing the installation and maintenance of vendor software, handling changes, and test and validation procedures. These techniques apply to both Microsoft CRM and other vendor software and services. They also apply to overall testing for Microsoft CRM, fitting it into your environment, linking it with your back office and existing online systems.