Success with Microsoft Dynamics CRM 4.0: Implementing Customer Relationship Management

6.4. Supporting CRM Throughout the Initiative

CRM initiatives can require a large amount of support during planning, execution, and obviously after deployment. The support needs can be split into three areas: management support, business support, and application support. Application support is obvious and (hopefully) provided for all technology projects delivering a new solution. It encompasses the general hardware and software maintenance as well as break/fix issues. The servers require support, the database requires support, and users find bugs that must be dealt with. This kind of standard item is no different for CRM solutions but management support and business support require some specific understanding and management during CRM efforts. ...