Sonoma Partners have provided a chapter from their best selling book, Working with Microsoft Dynamics CRM 2011 on the MSDN site. The chapter we selected is Chapter 5: Solutions Overview and Concepts. You can download it or read it on the MSDN site.
The book is written by Mike Snyder and Jim Steger who are co-founders and principals at Sonoma Partners, a consulting firm specializing in Microsoft Dynamics CRM implementations. Both Mike and Jim have been recognized as Microsoft MVPs for their contributions to the Microsoft Dynamics community. Mike is one of the industry’s leading CRM experts and participates in the Microsoft Dynamics Partner Advisory Council. Jim is a leading technical architect for Microsoft Dynamics CRM, with deep experience in xRM solutions and complex enterprise integration projects.
“With almost every deployment of Microsoft Dynamics CRM we’ve encountered has some level of customization, from minor form and field changes to full-scale, custom application development. So it’s a safe bet that you’ll need to customize your system, too. Assume your company is considering Microsoft Dynamics CRM and you’ve installed the trial version of the software. As soon as you show the company executives the user interface and they see one of the default forms (such as the Account form shown in Figure 5-1), their first responses will likely be,
“That’s not the information we track about our customers. We would never use the Shipping Method and Freight Term fields, and where do we enter the SIC code and the number of employees for each customer? Also, we don’t call our customers accounts; we refer to them as companies.”