Microsoft CRM is an entry-level CRM offering. It packages the marketing, sales, and customer service functionality and the assisted channel support that you need for your first CRM applications. Its Architecture, built on Microsoft’s .COM and .NET technology stack, is very good. With a low price and a granular pricing model, this product suite can deliver very good value. Microsoft CRM 1.2 was introduced in December 2003, and it already has a customer base of 2,500. Today, this offering will appeal mostly to those businesses without CRM. In the future, we expect the product suite to address a broader market. This report presents our analysis of Microsoft CRM 1.2 against our framework for evaluating cross-channel CRM products and product suites.