Supporting the Outlook Client for Hosted Microsoft CRM 4.0?

This is just a quick post that is more of a question than a post.  I’ve talked to other CRM ISVs and CRM Hosters and there are differing opinions on how or whether to support the Outlook client.  The Outlook interface is a big selling point and makes the CRM experience much better in my opinion.  However, if you have ever been involved in technical support for Microsoft CRM, you know that the Outlook client is far and away the source of the most support issues.

Today, we applied Microsoft Dynamics CRM 4.0 Update Rollup 2 on our own CRM server.  I use the “Laptop Client” which has synchronization.  Just for grins, I tried to use the Outlook client after we updated the server but before I applied the update to the client.  As suspected, I got errors trying to go back online.

It is standard practice to have all clients go online prior to applying an Update Rollup.  That’s probably pretty workable at a small or medium business.  A few salespeople will forget but that’s ok since you can go around the office and fix up a few problems.  Deploying the update to all of your users is another task you’ll have to tackle.  In an on-premise implementation you can use group policy or some other method to push out the update.  But what about ISVs and Hosters?

If you are a hoster and you support the use of the Outlook client you have to deal with pushing out an update to all of your customers every two months when a new Update Rollup is released.  So, if you host CRM 4.0, here are my questions:

Do you support the Desktop Client, the Laptop Client, or both?

What do you use to push updates to your clients?

How do you handle the timing up of pushing out updates (update all servers then immediately push to clients)?

How do you handle notifying customers of an update?

How difficult has it been to support the Outlook client?

-Dan

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