Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

1.1. Individual CRM

The concepts associated with managing customer information in order to understand who they are, how they operate, their value as a customer, and the structure and depth of the relationship did not begin as a well-thought-out process or solution called CRM. In fact, CRM finds its roots in the basic need to manage customer information within many diverse organizations. The precursors and initial CRM solutions were developed to support the need to capture and maintain contacts and customers for very basic functions such as sales call downs, billing, service responsibilities, and simple marketing lists.

1.1.1. The Value of Managing Customer Demographics

Customer demographic information has been used in a variety of ways to support ...