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Chapter 15. Redesigning Your Business fo... > Enabling Customer-Centric Processes ...

Enabling Customer-Centric Processes with Microsoft CRM

You are now in a position to take your model and map it against the functionality provided by Microsoft CRM. Some processes will map directly to the new product, whereas others require adaptation to take advantage of product features. Others require modifications to the way you set up Microsoft CRM, to provide custom features and functionality.

The business owners who have contributed to developing your customer-centric business process must be kept involved in the mapping process. Whether you are changing the defined business process, or customizing Microsoft CRM, the business representatives, and eventual users of the system must feel that they are the owners of the solution. That means keeping them involved at all stages, while providing the organization and direction to keep them from getting lost along the way. Even the simplest case of mapping business processes directly to the new product will require some getting used to.


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