Executive Summary (This is a document excerpt)

Microsoft entered the CRM game more recently than most of the other vendors in this evaluation, but it already has strong support for sales and service — and plans major enhancements to its product, including a new marketing module, in Version 3.0, due out in late 2005/early 2006. With its intuitive user interface and strong integration capabilities, small and medium-size businesses (SMBs) and divisions of large enterprises in all industries should consider it for their shortlist, but limited customization tools mean that firms should wait for the new version before rolling out so they won't have to modify the code to do customizations or go through two back-to-back rollouts.

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