To succeed in business today, you need to learn as much as possible about your customers to provide the products and services they want and that are the most profitable.
Microsoft Dynamics CRM integrates your company’s sales, marketing and customer service data, functions and processes in a centralized database. Cost-effective and adaptable, Dynamics CRM works with your other business applications, as well as with Microsoft Outlook.
Dynamics CRM for Sales streamlines and automates your company’s sales functions and processes while displaying each customer’s data in a single, customizable view. This setup lets you shorten sales cycles with easy-to-use features such as automated lead routing and competitor tracking, pursue qualified leads and improve customer retention.
The Sales solution also enables employees to easily manage customer emails, appointments, tasks and contacts as a natural extension of Microsoft Office Outlook, update prospects and customers on new product and service offerings and analyze sales performance.
Dynamics CRM for Customer Service integrates and automates your company’s customer service functions and processes while providing a 360-degree, customizable view of each customer’s data. This setup enables employees to quickly and precisely handle customers by phone, email, in person and on Web portals – personally or automatically, standardizing communication, reducing costs and improving customer satisfaction.
With the Customer Service solution, you can easily access and manage customer information, cases, appointments, contracts, lists, reports, service history and support knowledge in a single application. Enhancing business success, they also easily access up-to-date information on your company’s products and services and accurately measure satisfaction to improve service throughout the service cycle using historical and predictive analytics.
Additionally, the solution can create a premium contact center by integrating leading telephony switch, automated call distribution (ACD) and computer-telephone integration (CTI) products.
Dynamics CRM for Marketing integrates and automates your company’s marketing data, functions and processes, enabling your employees to more effectively market products and services, improve productivity and gain actionable insight into your marketing campaigns.
The Marketing solution provides a 360-degree view of each customer’s data deeply segmented by real-time customer, sales and demographic information in a single application. As a natural extension of Microsoft Office Outlook, you can easily manage customer emails, appointments, tasks and contacts and quickly create marketing communications using Microsoft Word Mail Merge. The solution also offers intelligent list and segmentation features to reach prospects, retain customers and transform successful campaigns into templates for future use.
Further, deep reporting and analytics capabilities allows you to track customer response rates, measure interest, respond to shifting preferences, pursue emerging opportunities, monitor costs and evaluate performance by communication channel.
CRM – Forrester CRM Whitepaper
CRM - Data Sheet
CRM - Features Guide