Hour 1. What Is Microsoft Dynamics CRM?

What You’ll Learn in This Hour:

• Overview of CRM and the CRM industry

• Department roles: different perspectives

• Business applications, functions, and fundamentals

• A closer look at business processes

• Capturing processes

This hour focuses on opening the mind to a potential new world: the world of customer relationship management (CRM). This world did not start with the invention of technology, nor does it end with a specific application. This world has long been researched, studied, documented, debated, and discussed. As you consider this world of CRM realize that the success of a specific CRM initiative or the failure of the same initiative often does not have much to do with the software or technology that you use. A successful CRM project also demands understanding of process, the potential for technology and a team of people. The goal of this hour is to build a foundation of understanding that will leave a few doors open as you get started on the road ....