Chapter 1. Introduction

In this chapter

Who Should Read This Book?

A Multilevel Reference

Special Features in the Book

Summary

This book is a comprehensive user's guide to help you embrace the new capabilities provided by Microsoft's Customer Relationship Management (Microsoft CRM). Microsoft CRM enables small and mid-sized enterprises (SMEs) in any industry to build more profitable customer relationships through increased sales effectiveness and consistent customer service.

This book offers proven methods developed in the trenches based on the authors' real-world experience building CRM systems in both large corporate environments as well as small- to medium-sized businesses. From setting up your software or signing an agreement for hosted services; to using Microsoft CRM to manage customer service, support your sales force, and integrate with back office applications, Special Edition Using Microsoft CRM covers everything you need to know. This information will help you make the move to customer-centric operations using Microsoft CRM. It will provide an in-depth guide to managing the process using the software and making the implementation decisions that will be required.

After the decisions have been made and your Microsoft CRM software is ready to go, the people who must use the software every day will need guidance on deploying the new technology most effectively. Special Edition Using Microsoft CRM shows sales, service, and business development specialists how to manage your company with the sophisticated technology that, until now, has been reserved for large corporations.