Working with Microsoft Dynamics™ CRM 4.0, Second Edition

Chapter 1. Microsoft Dynamics CRM 4.0 Overview

In this chapter:
Life Without Customer Relationship Management
Introducing Microsoft Dynamics CRM
Core Concepts and Terminology
Summary

We know that you’re eager to get into the details of how Microsoft Dynamics CRM 4.0 works and learn more about its great customization capabilities. Before we can jump into those details, we need to cover a little background information about Microsoft Dynamics CRM and introduce some of the core concepts and terminology used throughout this book.

Life Without Customer Relationship Management

Think back to a particularly bad customer service experience you have had. Maybe you called a customer service phone number and were transferred to five different people, and every ...