Amir Capriles, Director of Strategic Alliances for Microsoft also participated on the Dynamics ERP-CRM Customer panel at the Government Contractor Summit along with key customers.  Amir shared many examples of how Federal and State agencies are utilizing Microsoft CRM in non-traditional ways.  Using Microsoft CRM in this way to tracking relationships and data beyond sales force automation is becoming known as XRM – where the “X” is anything you want to track and manage. Case Management, Constituency Outreach, Grant management are all interesting examples of how Microsoft CRM can be the platform for capturing data and automating business rules to help agencies better service the community at large and their internal customers.

See www.publicsectorondemand.com for many more examples and here’s a video clip which may also give you new ideas around CRM as a line of business platform.