Introduction

Microsoft took the full three years between the release of its last version (version 4.0) of Customer Relationship Management (CRM) system to release this next version, CRM 2011, and it shows.

CRM 2011 brings to the table more than 500 new features—most, if not all, are outlined within this book. Although every one of those features is an improvement over the previous version, there are a few that really stand out and make this system a game changer with regard to functionality and competition. A few of our personal favorites are