In the previous three parts of this article series I've discussed how the traditional management-focused design process of CRM systems is beginning to give way to a more user-oriented approach, where generating pull or even viral traction for the application is used as the strategy for achieving the desired business results. In this final chapter I'll take a look at how changes in the client hardware and software fronts can allow CRM to fully re-invent itself - and how the Microsoft Dynamics CRM team has just recently made strong statements aligning itself with some of these ideas.

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