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Part I: The Evolution of CRM and Microso... > Microsoft CRM in the Market: Microso...

Chapter 2. Microsoft CRM in the Market: Microsoft Enters the Market

Microsoft CRM entered the market with the 1.0 release in late 2002, at a time when there were many established players in the industry. However, it was also a time when consolidation was occurring in the overall business applications market. The state of the times proved fortuitous for Microsoft, as the industry consolidation preoccupied many of the major existing players who were integrating acquired technologies or completing the technology leap from their legacy client-based applications to fully-functional web applications. All in all it was a time when CRM innovation was lacking.

In addition to investments being made by market leaders to retool their applications, CRM was plagued with a stigma that implementations were generally unsuccessful and return on investment was rarely achieved. The net result was that the industry had to prove its value. Vendors were forced to go beyond marketing hype and actually deliver results for their customers.


  

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