There's an interesting story on the MS enterprise site around Customer Centricity'

http://www.microsoft.com/enterprise/industry/retail-hospitality/solutions/customer-centricity.aspx

It's a series of customer stories about using our CRM tools to develop a consistent 360 degree view of your customer across multiple channels. There's a lot of focus on this with the economic downturn shifting purchasing loyalties dramatically, and new channels opening up all the time - the dynamics xRM toolset is actually maturing into an incredibly powerful toolset to build applications (hence the xRM, rather than plain CRM). If this is an issue (or will be an issue) for you, it's well worth taking a look - come back to me if you want more.

I have a suspicion that dynamics (if we ignore the cloud juggernaut) may well be the next massive success for MS - it's gathering momentum at the moment.