What is Microsoft Dynamics CRM ?

Microsoft's fully integrated customer relationship management (CRM) system, Microsoft Dynamics CRM, helps organisations attract, keep and develop profitable and engaged relationships from a single operating platform.

Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk) sectors, but Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it. It is part of the Microsoft Dynamicsfamily of business applications.

Dynamics CRM is a server-client application, which, like MicrosoftSharePoint, is primarily an IIS-based web application which also supports extensive web services interfaces. Clients access Dynamics CRM either by using a Browser or by a thick client plug-in to Microsoft Outlook. Besides Internet Explorer the Chrome and Firefox browsers are fully supported since Microsoft Dynamics CRM 2011 Update Rollup .

Why Microsoft Dynamics CRM?

One of the leading products in the CRM space that delivers the value talked about previously is Microsoft Dynamics CRM. Microsoft Dynamics CRM is unique in the CRM marketplace and is leading the way in innovation and usability across the globe. The Dynamics CRM platform offers companies a unique set of productivity tools across sales, marketing, and customer service. Microsoft CRM is differentiated from competitors by its ability to extend and scale across multiple business units, giving companies the ability to leverage their Microsoft CRM investment without the need for additional software.

The Power of Choice

Microsoft Dynamics CRM offers organizations the power of choice in deployment. Dynamics CRM supports on-premise, in-the-cloud and partner-hosted deployment options. All the capabilities of Microsoft Dynamics CRM are available regardless of whether you use on-premises installation or use CRM in the cloud with Microsoft Dynamics CRM Online, thus giving you the power of choice. Microsoft is a leader in cloud-based services, with data centers across the world, it supports a robust physical network and attains strict data security.

Intuitive and Intelligent

Microsoft Dynamics CRM’s intuitive user interface ranks amongst the highest in user adoption. Its ability to connect with other Microsoft tools, such as Microsoft Outlook, is unmatched in the market. And Dynamics CRM is much more than a data entry system. It’s intelligent, informative, and drives a streamlined approach to managing customers and key relationships. It’s a valuable tool that not only equips teams to be more productive and educated with the work they do, but also gain deeper insights into the entire customer relationship across multiple business units.

What can CRM do?

Salesforce automation

The Microsoft Dynamics CRM salesforce automation suite effectively and accurately manages your sales process. The process-driven user interface simplifies the lead qualification process and helps drive successful conversion of leads to customer accounts. The opportunity management area contains a built-in process header that can be used to manage opportunities through various sales stages and steps.

What does this mean to companies using Microsoft CRM? It presents sales teams with the accuracy and consistency required to effectively drive opportunities through the sales process faster and better. Lastly, Microsoft Dynamics CRM helps customer focus on key accounts and close opportunities faster.

Marketing automation

Microsoft Dynamics CRM marketing automation offers the ability for customers to effectively manage campaigns, including all applicable planning tasks as well as the ability to distribute planning tasks and manage budgets. It also has a robust marketing list creator, giving the power to drill down and segment very specific customers and contacts.

Case management and customer service automation

Customer service automation in Microsoft CRM offers a full suite tools to help companies manage the support and retention phase of the customer lifecycle. The process-driven user interface helps streamline the case resolutions process. Similar to the opportunity and lead process user interface, the customer service user interface can be tailored to work the way you do.

Microsoft CRM also helps companies manage their SLA and contracts. The user-friendly form also displays all previous interactions with the customer and will display related cases based on specific attributes.

For example, if my company fixes computers and a customer calls in and needs help troubleshooting their computer, based on the attributes I select like, troubleshoot, make and model of computer, and type of question. I can trigger Microsoft Dynamics CRM to search the database and pull in cases that match the attributes selected which helps employees be more educated and able to respond to customer inquiries faster.

Extending CRM: XRM

The fourth module of Microsoft Dynamics CRM is huge! The ability to extend Microsoft CRM to help manage other areas of the business that don’t typically fall within the realms of sales, marketing and customer service. The powerful and extremely flexible platform can easily be configured and customized to help facilitate other processes within your organization.

For example, let’s say you’re a Microsoft Dynamics CRM customer and you need a solution to manage projects. Or perhaps your organization needs a solution help manage travel requests. Microsoft CRM can help automate and/or manage any area of your business, without necessarily needing custom development to get you started. (Note! Always consult with you Microsoft CRM Consultant before building anything.)

In summary, the rapid growth and adoption of Microsoft Dynamics CRM is testament to the investments Microsoft has made in delivering a world-class CRM solution that real people can use to streamline their businesses and be more productive.

So what makes Microsoft CRM stand out from its competition? Think of this: No two companies are the same in terms of how they operate. Customers need a solution that can easily be molded to fit their unique processes. Sometimes a best-of-breed solution is not the right fit, and oftentimes these solutions are not easy to configure and end up costing more in the long run. Microsoft CRM is easy to use, integrates to Microsoft products you already own, is flexible, and provides a rapid development environment. Microsoft is innovative, intuitive, and helps drives success across your organization to meet your desired business outcomes.

To know the history of crm , check from here https://en.wikipedia.org/wiki/Microsoft_Dynamics_CRM