How Much Reliance Should Microsoft Dynamics AX 2009 Users Expect to Place on Its Expanded CRM Capabilities?

Microsoft Dynamics AX 2009 promises to have expanded CRM capabilities when it's introduced shortly.

But to what extent can it be used as a substitute for Dynamics CRM 4.0?

Not as much as users might hope.

"AX CRM has been enhanced a lot," said Dane Koepke, head of business development at Green Beacon Solutions, a Microsoft partner, at a presentation last week to users at a Dynamic Communities AX Users Group session. It can assign sales territories, integrate with contacts in Outlook, and helps monitor the sales process.

For users who are uncertain what to do, it makes sense to try the CRM function in AX 2009, he said. "If it doesn't work out, you can go to CRM 4.0 and integrate" AX 2009 and CRM 4.0, Koepke said.

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