December 2008
Intermediate to advanced
265 pages
7h 28m
English
book
Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management
by Justin Mathena, Aaron Yetter, Hoss Hostetler
Content preview from Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management
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Chapter 7. Opportunities to Expand the Value of CRM
A CRM initiative can provide many benefits across an organization, from general customer information management to deep functional area support. Chapter 1 outlined the benefits of a CRM solution at several stages, showing that its value as an independent solution can provide enough incentive to make the decision to begin the effort. When you assess the value of CRM, it is common to focus on application capabilities and resulting benefits such as easy access to shared information; activity and workflow tracking; departmental operational tools; and automation in marketing, sales, and service. You should also evaluate opportunities to expand the value beyond standard system functions. Initiatives ...
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