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Microsoft: Changing the Face of CRM

Microsoft is redefining what CRM and e-Business are all about, and it is happening faster than most of the companies in this current CRM market recognize. Microsoft's strategies and technologies - and, in particular, the leverage of Passport, .NET and .NET My Services products to change the rules of this game - have the potential to threaten the positions of all of today's incumbent CRM vendors and, in doing so, change the definition of what we today call CRM.
 
Microsoft's stated strategy is to evolve to become a supplier of Internet-based applications and services. Microsoft's unstated strategy is to position itself as a Colossus that sits astride the Internet, providing the key technologies, architecture, services, and business partnerships that will become an integral requirement of doing business on the Web.
 
Microsoft's entry into the CRM and business applications markets will change the rules of not only the CRM market but also, likely, the rules of the entire business applications and services market. Software ISVs, systems integrators, suppliers of enterprise infrastructure platforms, and investors will all be impacted by Microsoft's strategies, and need to monitor the company's progress in the business applications and Internet services market segments very carefully. Microsoft's entry into CRM and the business applications market represents the single biggest threat and the single largest opportunity they have seen for a long time.
 
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