Monday, October 05, 2009 9:50 AM
Jim Glass
Richard Knudson: What if they took the “C” out of CRM?
“I’ve had a few recent customer conversations where the “C” part of CRM got in the way of the conversation. They were interested in developing a custom application that I knew would be a great fit for Dynamics CRM, but it wasn’t going to use much if any of the baseline feature-set of the product (sales, marketing, customer service). If you aren’t familiar with the platform, I can imagine it’s a little hard to think about an application built in Dynamics CRM that has nothing to do with its core features! But that’s really what the XRM concept comes down to: you can use the platform to develop any application, whether it has anything to do with “customers” or not.
The exchange I had with John was an extension of these XRM lines of thought: what would a real XRM platform look like? It won’t be too long before companies who aren’t using any of the built-in functionality start wondering why they’re paying for it. I’d be surprised if Microsoft hasn’t been approached already on the topic.”
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About Jim Glass
As the Microsoft Dynamics CRM UX site manager, I am a passionate advocate for our customers, especially in the areas of CRM, Microsoft Dynamics, small business, and business web sites.
After twenty years in the U.S. Army Engineer Corps, I started at Microsoft as a contractor on the newly formed NT DDK team in 92. I then moved to the Trolls, a production team for the Windows SDK and DDK teams. I lead the WBEM team which became the WMI SDK team. My last seven years has been spent as the Visual Studio SDK doc. manager.
In my spare time I can be found tutoring my grandkids, playing the saxophone (soprano, alto, tenor, and baritone), playing summer-league basketball, and moderating the Sax On The Web forum.
