This book is written for Microsoft CRM Users and people evaluating or planning to implement Microsoft CRM 4.0 for the first time. A lot of ground is covered lightly with the emphasis on providing a full summary of the features of CRM together with some of the pitfalls that you may encounter during a typical implementation.
CRM is offers extreme levels of customisation and a competent systems analyst can configure CRM to a great extent without programming. All of the features of CRM are covered including all the customisation and workflow features. We do not cover anything that requires programming (although the author is a programmer) and recommended that you purchase the latest issue of Working with Dynamics CRM by Mike Snyder and Jim Steger if you need to begin extending CRM beyond what is possible with the user interface.
This document is the first comprehensive look at Microsoft CRM 4.0 and can be supplemented with books covering CRM 3.0 which are still relevant. One recommendation would be the Your working day with Microsoft CRM document distributed by Microsoft (see resources).
There are many parts to CRM and we cover most of them here. The book does not need to be read sequentially and you can dip into each chapter as required.
The document you are reading available electronically online at http://www.redware.com/mscrm and you will also find corrections and additions there. Please register for us to send you details of updates to this book and future publications.
We welcome comments and suggestions by email to stamati.crook@redware.com. Please notify us of any errors or suggestions so they can be corrected quickly.
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