Can Microsoft deliver on CRM?
news analysis Microsoft will have an impact on the customer relationship management market. But how important will its role be? Microsoft’s newly-discovered desire to become the CRM software supplier of choice for SMEs has, let’s face it, been greeted with more than a hint of scepticism. OK, so Microsoft practically owns the desktop OS, word processing and email markets but that doesn’t mean it’s any good at CRM applications, right? Well, guess what. Even though it’s undoubtedly still finding its feet, Microsoft is soon going to be one of the biggest CRM players there is. “We think Microsoft will become a very important player in the CRM market,” says Jim Davies, research analyst at Gartner. “We estimate it will be one of the top five providers within the next two years.” The opportunity for Microsoft in the relatively untapped SME market speaks for itself. The Redmond software giant has about 30,000 existing Great Plains customers and about the same number of firms using Navision, yet
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