In eight weeks, the Microsoft Sales and Support IT Team (SSIT) laid the foundation for a companywide CRM infrastructure that pulls together data from multiple sources to provide a holistic view of the customer across all points of contact. Using Microsoft .NET-connected software, with its native support for XML Web services, they created a single, re-usable interface into customer data distributed across a broad range of internal systems?account contacts, opportunities, sales, customer support, event participation, and marketing engagement. SSIT then used this interface to rapidly deliver Account Explorer?a Web-based tool that improves productivity for the Microsoft sales force by providing a consolidated, account-centric view of important customer information. Since then, SSIT and various other groups across Microsoft have re-used the XML Web services interface five additional times, with each project resulting in the swift delivery of a custom-tailored solution tuned to meet a specific business need-increasing user productivity, streamlining business processes, or building stronger relationships with customers.
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