Introduction

Microsoft Dynamics CRM, a product of great depth and versatility, is a customer-relationship management application, a salesforce automation application, a customer-service application, a platform and framework for software development, and an application that you can configure to meet a variety of relationship management needs. In this book, we cover the sales, service, and reporting functionality of Microsoft Dynamics CRM, as well as the core building blocks of the product and the extensibility. We also touch on the CRM industry and how customer-relationship management business needs align with CRM technology. Finally, we discuss the concept of using CRM as an xRM development platform.