* Guide the ideal introduction to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software market * Discusses the key features of Microsoft CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make decisions faster, and provide consistent service * Provides expert tips and tricks to make the software work more effectively * Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships * The author is regarded as one of a handful of global experts on CRM for small and medium enterprises