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Sams Teach Yourself Microsoft® Dynamics CRM 2011 in 24 Hours by Anne Stanton

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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 ...

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