The ideal introductory guide to Microsoft's much anticipatedentry into the Customer Relationship Management (CRM) softwaremarketplace Discusses the key features of Microsoft's CRM software,including tools to help businesses sell more effectively, manageall customer communications in one place, track and convert leads,make informed decisions faster, and provide consistent service Provides expert tips and tricks to make the software work moreeffectively Explains how to achieve increased customer satisfaction,customer loyalty, and more profitable customer relationships Author is considered one of a handful of global experts on CRMfor small- and medium-sized businesses