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Successful CRM is about competing in the relationship dimension...if you can get an edge based on how customers feel about your company, it’s a much stickier–sustainable–relationship over the long haul.Successful CRM is about competing in the relationship dimension. Not as an alternative to having a competitive product or reasonable price- but as a differentiator.

If your competitors are doing the same thing you are (as they generally are), product and price won’t give you a long-term, sustainable competitive advantage. But if you can get an edge based on how customers feel about your company, it’s a much stickier–sustainable–relationship over the long haul.

CRM almost makes everyone in your organisation a sales person... for instance, customers often say things to support staff which could be used as a sales opportunity. [...] Just the recording of the information has many benefits for other departments.CRM almost makes everyone in your organisation a sales person, since they are selling your business in one way or another.

For instance, customers often say things to support staff which could be used as a sales opportunity. The support person might not know it but because the information is recorded, a salesperson can see it and use it to follow up. Just the recording of the information has many benefits for other departments.

All-sized companies need some form of CRM, and vendors are trying to get their price points down. Microsoft is delivering what it believes is a cost-effective CRM solution; it is a master of this kind of market entry.Many companies couldn't afford CRM in the past; it was the preserve of the enterprise. All of that is changing now. All-sized companies need some form of CRM, and vendors are trying to get their price points down.

Microsoft [..] is delivering what it believes is a cost-effective CRM solution; it is a master of this kind of market entry. Also, although smaller CRM players have great products, they do not have the brand recognition of Microsoft. Its entry is having a positive effect on the CRM market as a whole.