Microsoft CRM now due out after the summer

Microsoft Business Solutions in the US has finally released its CRM (customer relationship management) system, claiming that “the offering allows mid-market businesses to take advantage of technology and related services that were previously reserved for big companies with big IT budgets.” UK availability (at Version 1.1) is now scheduled for the second half of the year, with the release localised for English, Danish, Dutch, French, German, Italian and Spanish, and multiple currencies. In brief, Microsoft CRM is tightly integrated with Outlook and can be used via an Outlook Client, or a web browser. Also, for existing Navision, Axapta and Great Plains ERP (all MBS acquisitions) users, it will integrate ‘out-of-the-box’ to provide CRM and ERP cover. While critics have been swift in pointing to Microsoft’s delayed CRM launch programme there is little doubt that when this comes, it will change the landscape for CRM among manufacturing SMEs hitherto dismissive of over-functionality and high prices. However, what remains to be seen is the extent to which this can be regarded as a true enterprise strategic suite – as per systems from the likes of PeopleSoft and SAP, versus essentially an extended desktop system. For that judgement, for now we must wait. Incidentally, Microsoft Business Solutions says it will also continue to provide CRM functionality as part of the single database integrated Navision Edition, Great Plains Edition and Axapta Edition products. That could be the clue.