CRM - July 2008 - (Page 21)

Is Microsoft the CRM Race? The latest CRM products and partnerships from Redmond’s software juggernaut have set industry tongues wagging about whether Microsoft has finally forced its way to the forefront—or if it was ever destined to be a true leader in the first place. Plus, an exclusive interview with Microsoft Chief Executive Officer Steve Ballmer // BY MARSHALL LAGER M PHOTOGRAPH BY JOHN LOOMIS icrosoft has always been a magnet for attention— even more so after entering the CRM arena in 2002. Since then, its suite of applications has seen considerable change, and a high level of praise and criticism—often by the same sources. “That’s only natural,” you might say. “It’s Microsoft.” Fair enough—the Redmond, Wash., company has been a lightning rod for decades, with triumphs and troubles in a number of ventures. But there must be something beyond just the name on the box. As Microsoft launches the 4.0 iteration of its CRM software, we’ve taken a first-of-its-kind indepth look at a single vendor’s role in the industry—not because “it’s Microsoft,” but because in many ways the company’s efforts reflect the industry itself: development in fits and starts; the pitched battle (and truce?) between on-demand and on-premise; big versus small; systems integration; feature functionality; user interfaces and user-friendliness; and others. Existing and prospective users of Microsoft’s CRM software are asking themselves the same questions: Why Microsoft? Why now? CUSTOMER RELATIONSHIP MANAGEMENT | JULY 2008 21

Table of Contents Feed for the Digital Edition of CRM - July 2008

CRM - July 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point CRM’s a Social Animal SAP Looks to ‘Change the Game' CRM on Twitter CRM to the Max A Prescription for Satisfaction Required Reading Cover Story: Is Microsoft Winning the CRM Race? Jumping into the SaaS Pool Say What? Another Bright Idea Out of Edison A Small Biz Blossoms Biting Off the Right Amount Something for a Rainy Day Connect Re:Tooling Pint of View

CRM - July 2008

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