Author Bio: Special Edition Using Microsoft CRMSpecial Edition Using Microsoft CRM Author Bio Laura Brown is President and founder of System Innovations (www.systeminnovations.net), where she advises businesses of all sizes on the people, processes, and technology needed to deliver customer-centric business systems. With many years of experience envisioning, designing, and managing CRM systems for Fortune 500 clients such as Bank of America, Nationwide Insurance, and Delta Airlines, Laura has also assisted many small and mid-sized enterprises. Laura's forward-looking approach to high-tech consulting helps ensure that companies she works with won't fall behind on CRM and the related technologies, and thus, be limited in their ability to manage customers electronically. Laura speaks regularly at conferences and educational forums. Her business and technology articles are featured online at informIT.com, EACommunity.com, destinationcrm.com, systeminnovations.net, and ganthead.com. John Gravely is President and cofounder of c360 Solutions, Inc. (www.c360.com) an Atlanta, Georgia-based Customer Relationship Management software development and professional services firm specializing in Microsoft CRM. At c360, John is heavily involved in the development of custom vertical and horizontal CRM solutions built on the Microsoft CRM platform. Prior to c360, John was a Regional Consulting Director for the Professional Services team of Onyx Software, a mid-market CRM software vendor. John has overseen dozens of CRM implementations across multiple industries and has been a hands-on consultant leading successful CRM implementation projects for Dreyfus Mutual Funds, FSC Securities, AT&T Latin America, and Internet Security Systems among others. Prior to entering the CRM industry, John was a consultant, trainer, and project manager for Datastream Systems—a leader in enterprise asset management systems. John began his career as an engineer with Fluor Daniel Incorporated in Greenville, South Carolina, and has a Bachelor's degree in engineering from Clemson University and a Master's Degree in International Business (MIBS) from the University of South Carolina. Stemming from his involvement in the MIBS program, John has lived and worked throughout Mexico, Central and South America, and implemented one of the first enterprise CRM systems in the country of Chile. John is the cochair and founder of the Technology Association of Georgia's (TAG) CRM Special Interest Group, and is an active writer in the CRM community. John is also a founding member and partner in The Atlanta Solutions Group, LLC, a consolidated technology alliance.