CRM Drives Down-Market

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Description: On December 4, SAP announced the availability of SAP CRM 2007 at its annual Influencers Summit. While services-oriented architecture was the main thrust of discussion, the new CRM was clearly on display as part of the larger initiative. SAP CRM 2007's new user interface is Web-based, streamlined, and user-customizable, with navigation features that wouldn't seem out of place on a social networking site. Two weeks later, Microsoft brought out the release version of Dynamics CRM 4.0, previously known by the code name Titan. Drawing heavily on the appearance and function of other Microsoft products such as Outlook, Office Communication Server, and Windows Workflow, this latest release suggests that Microsoft's long and sometimes shaky development process has borne fruit. The two companies' newest offerings share certain characteristics, including extensive process and work- flow automation and serious business-intelligence capabilities.
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