Chapter 1. Microsoft Dynamics CRM 2011 Overview

We know you’re eager to get into the details of how Microsoft Dynamics CRM 2011 works and learn more about its great customization capabilities. Before we dive into those details, we need to cover some 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 had. Maybe you called a customer service phone number and were transferred to five ...

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