Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

4.1. Discovery and Assessment

Each phase of your initiative should include tasks for discovering detailed requirements and assessing the business processes associated with the functional area defining the requirements. Ideally these tasks are part of every project in your organization, but they are particularly important for CRM given the need to capture and maintain information and the potential for processes to be tracked and automated. The level of detail obviously can vary, but you must take the time to understand the business needs and, more importantly, how those needs are or are not being met today.

Discovering requirements for Microsoft Dynamics CRM can be accomplished and managed using whatever method your organization chooses, from ...