Looking to build more profitable customer relationships? Microsoft CRM is one of many customer relationship management (CRM) software platforms that can help your small business better manage customer data, deliver consistent and more efficient customer service and, ultimately, boost sales.

Microsoft CRM and other CRM platforms offer:

1. Lead management, quote creation and order management features, which promise to help shorten your sales cycles and improve close rates.
2. A searchable knowledge base to store support information. With this feature, customer representatives can manage cases from initial contact through resolution, helping your business deliver more consistent customer service.
3. Reporting capabilities for analyzing sales and support activities. These reports help you to identify and track opportunities and resolve problems quickly.

Here are some tips to ensure a successful Microsoft CRM rollout:

Action Steps
The best contacts and resources to help you get it done

Participate in the active community

Many blogs and discussion forums are dedicated to Microsoft CRM, offering tips on everything from how to choose the best package to customizing it for specific business processes and industries, like tracking leads in the medical device sector, for example.

I recommend: A great place to start is the Microsoft CRM Sandbox, where users share information. For tips and tricks on what's billed as 'intensive care' information on Microsoft CRM, check out the ICU MSCRM blog, and for insight into everything from behind-the-scenes developer observations to hands-on help, go to the Microsoft Dynamics CRM Team Blog. Microsoft Dynamics offers a list of Microsoft CRM community resources.

Devote time to customization and integration

Most businesses need to customize packaged CRM applications to fit their work styles, whether for a particular sales process or a unique aspect of their industry. Typically, this goes well beyond changing personal configuration settings; the process can get quite complex.

I recommend: Start with the customization section in the Microsoft CRM Implementation Guide for some basic first steps. Often, more complex projects will require specialized consultants and partners. Search CRM2day or the CRM Directory for consultants. Sonoma Partners is a Microsoft Gold Certified Partner that specializes in the Dynamics CRM platform.

Take advantage of add-on products

There are a variety of add-on programs that support the platform, extending its functionality for specific tasks or particular vertical industries.

I recommend: c360.com offers a series of productivity packs for Microsoft Dynamics CRM 3.0, including those for enhancing its sales and service functions, while I.B.I.S. Inc. sells add-ons to handle relationship marketing and field service. Go to Microsoft to learn more about the company's own CRM enhancement tools.

Delve more deeply

Looking for new features, bug fixes, or doing some comparison shopping? Take a look at third-party Web sites for news, deployment tips and guidelines as well as resources for comparing Microsoft's product to other CRM offerings.

I recommend: For industry news on everything CRM-related, visit CRM Buyer, MSCRM Experts or CRM Today. Register at the Microsoft site for updates on Microsoft Dynamics CRM 3.0 and the hosted version, Microsoft CRM Live Service, due out in the second quarter of 2007. 2020software.com showcases enterprise applications from a short list of vendors and offers free demos, software comparisons and pricing assistance.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Get management buy-in before implementing Microsoft CRM or any other CRM package.
• •  Involve employees early on in the process to get feedback on how they work. That way, you'll be able to tailor the CRM system to the needs of your business.
• •  Because Microsoft CRM has multiple modules — sales force automation, call center capabilities, marketing components, among others — it will be used across multiple departments. Make sure there is synergy across these functions in the strategies and goals surrounding the CRM deployment.
• •  Start with targeted projects for the CRM deployment and expand out from there. Trying to deploy too much CRM functionality at once will likely complicate the overall rollout.
• •  Don't forget to factor in a solid training effort for end users.