Microsoft Dynamics CRM Facts
Microsoft Dynamics CRM Facts
A Customer Relationship Management (CRM) system is the collection of software
applications, methodologies and/or web potential that stores and provides detailed
customer information - allowing a complete customer-centric approach to any company’s
customer policy. The role of a CRM system in an organization may consist of the
following:
1. Identifying the most profitable customers, managing marketing campaigns and
generating quality sales leads
2. Optimizing information shared by users by streamlining processes for sales, sales
management, and accounting.
3. Improving customer satisfaction, creating exclusive relationships, while
accommodating the highest level of service.
4. Offering information and processes to users that lead to knowing, understanding,
and identifying their customers’ needs and providing ideas for fulfilling them.
Based on these roles, several variations of CRM can be identified:
1. Operational
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CRM supports the "front office" business processes (sale,
marketing, user services). Every contact with a customer is recorded within the
system, providing necessary info to multiple users in company.
Sales Force Automation is a sub-variation of Operational CRM. It is usually
used to create, track, and assign leads to salespeople. It is also used for tracking
customer responses and generating reports.
Analytical CRM is used to analyse customer data for optimizing marketing
effectiveness of targeted campaigns. Design and run customer specific
campaigns, analyse customer behaviour, perform financial forecasting, or
profitability analysis.
Sales Intelligence CRM is a sub-variation of Analytical CRM, but is used as
direct sales tool. Alert salespeople on sales opportunities, customer tendency,
sales performance, customer trends, and margins.
Campaign Management is marketing oriented and combines elements of
Operational and Analytical CRM. It is usually used for the creation and execution
of personalized campaigns, assigning specific campaign offers to selected
customers. It provides automation by sending offers through pre-set channels,
gathering information, and analysing campaign results.
Collaborative CRM coordinates the multi-channel service and support to
customers. Various departments of a company can share information on any
customer that has been collected on their own.
Top 10 Reasons to Choose Microsoft Dynamics CRM
World-class customer experiences begin with your people. By giving your people the right tools to
boost their productivity and amplify their impact, they can drive your organization to achieve your
goals and generate maximum return.
The top reasons organizations choose Microsoft Dynamics CRM to create world-class customer
experiences include:
 Value
When considering costs—including licensing, services, training, deployment,
administration, and maintenance—customers, press, and industry analysts regard
Microsoft Dynamics CRM as one of the best values in the industry.
 Productivity
Microsoft Dynamics CRM helps increase productivity and creates a connected
organization that is equipped to please your customers. The result is a compelling and
engaging experience for customers that sets your business apart.
 Familiarity
Microsoft Dynamics CRM provides you with a powerful set of CRM capabilities right within
the familiar Microsoft Outlook application.
 Innovation
Microsoft Dynamics CRM is recognized for category-leading capabilities by:
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The Forrester Wave: CRM Suites Customer Service Solutions, July 2010.
The Forrester Wave™: CRM Suites for Midsized Organizations, June 2010.
The Forrester Wave™: CRM Suites for Large Organizations, June 2010.
Gartner Magic Quadrant for CRM Customer Service Contact Centres, April 2010.
Gartner Magic Quadrant for Sales Force Automation (SFA), July 2010.
 Partner Network
Microsoft helps you get your solutions up and running quickly with one of the world’s
largest network of professional services and third-party applications to complement your
Microsoft Dynamics CRM investment.
 The Cloud
Microsoft invests over $2 billion dollars in cloud infrastructure every year. Microsoft
Dynamics CRM is one of the quickest and easiest ways for your business to take
advantage of the cloud and cloud economies, including reducing systems management
and maintenance costs as well as paying only for the capacity you need. Additionally, to
ensure your CRM system is always available, Microsoft provides a financially backed
service agreement to give you piece of mind.
 Global Availability
With Microsoft Dynamics CRM and Microsoft Dynamics CRM Online, you can provide your
teams around the world with integrated yet localized tools to help them to communicate,
collaborate, and drive global results.
 Microsoft Office
Microsoft Dynamics CRM works seamlessly with Microsoft Outlook and Microsoft Office
productivity tools so your CRM professionals do not have to learn new applications and
can be instantly productive.
 Business Insights
Microsoft Dynamics CRM provides your users with a multitude of business intelligence
and data visualization capabilities that they can use to instantly get accurate, up-to-date
information— sales forecasts, targets, quotas, customer buying patterns, and
promotions—to drive sales growth.
 Extended CRM
In addition to their relationship with customers, organizations need to manage and
maximize other critical relationships—with partners, suppliers, and contractors, to name
a few. Microsoft Dynamics CRM can be easily customized to support these extended CRM
scenarios—at no additional fee.