Summary

One thing is for sure with Microsoft CRM; it is here to stay. The underlying framework will continue to develop through Microsoft's efforts as well as the efforts of the numerous Microsoft Business Solutions partners.

If you're a prospective Microsoft CRM customer wondering if the Microsoft CRM solution will grow with your business, don't worry. Microsoft is in this market for the long haul. If you are already a Microsoft CRM customer, don't be concerned if a feature you want is currently missing in the product. At some point your feature will be available whether Microsoft, a partner, or another customer adds it. You're in the middle of a huge development community and there are a tremendous amount of resources fueling it.

If you're a Microsoft Business Solutions partner wondering how to guide your business, get a copy of Crossing the Chasm by Geoffrey Moore, read it, and then take aim at your verticals/segments/niches and stay focused. Besides differentiating with your industry focus and knowledge, provide great service to your customers. Great execution will always be a differentiator and, sadly, is always in short supply.

Many people are saying that Microsoft will commoditize the CRM market. We disagree. While the technical components of CRM will become increasingly more affordable, great business solutions where technology is simply an enabling component will always be extremely valuable. That is one thing on which we know we can rely.