As a contact management application however, Outlook
has the following limitations:
- Private Mailbox (Contacts, Appointments, etc.): Without setting
up and customising Public Folders, most users will just utilise
their Private Mailbox Contacts folder
for managing their contacts, thus limiting the sharing of that
information and potentially creating massive duplication of the
same data within the organisation.
- Contact-centric: By virtue of their being only a Contacts folder
(and no Companies folder), Outlook tends to be Contact-centric
rather than Account-centric, which can be limiting for those users
managing corporate accounts.
- Discrete, independent folders: Most users tend to use their
Outlook folders as discrete elements, i.e. because it is fairly
cumbersome for users to link one item to another, (e.g. a contact
to an appointment) they seldom do this. Thus it is difficult for
users in the organisation to get an overall picture of all the
activity occurring within the organisation against any particular
company or contact. The universal objective of any CRM system
however, is to provide a “single-view of all customer-related
information to everyone in the organisation”.
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