It's Good to be King

摘要

1. While range of function is a big differentiator among customer relationship management (CRM) software packages, many companies today won't use the functionality offered. 2. Microsoft's CRM has a simitar value proposition as other software providers, including SAP, but Microsoft has one thing many others don't-Outlook integration. 3. Microsoft's CRM has some small, yet notable downsides that allow competitors to seize sections of the market. Is Microsoft's customer relationship management (CRM) offering really suited to small and midsized manufacturers? Are there functional gaps in the offering that might give Microsoft serious pause? Laura Preslan, research director for CRM at AMR Research, answers these questions like an experienced politician. "Yes and no," she says.