What Is Microsoft Dynamics CRM?

Microsoft Dynamics CRM is a customer relationship management tool. At its very core, Microsoft Dynamics CRM is a database. It's the place where you can enter information about your customers. Who works at the company, what is their role, who at your company has communicated with them, what have they purchased, have they had any issues? Need a phone number? Looking for a customer's latest support calls? Need to get a handle on your sales pipeline?

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Microsoft Dynamics CRM goes way beyond traditional databases, though. It has many built-in tools to help manage the interactions you have with customers.

There are a lot of CRM systems on the market. It isthe first, however, to fully integrate into Microsoft Office Outlook. All of the instructions in this book will work both in the Microsoft Dynamics CRM web application and within Outlook.

Here's how Microsoft Dynamics CRM can help:

Sales

-– Add accounts and track associated contacts.

-– Add leads and track them as they go through your sales process.

-– Enter opportunities and associate them with accounts, contacts, or leads.

-– Maintain a central list of products. Create price lists and discount codes

to manage pricing.

-– Easily generate quotes, orders, and invoices for sales.

-– Track competitor information.

-– Automate correspondence with direct integration into Microsoft

Outlook and Microsoft Word.

Marketing

-– Create marketing lists of leads, accounts, and contacts.

-– Create and manage marketing campaigns.

-– Track the effectiveness of your marketing efforts.

-– Maintain marketing collateral as sales literature in a centralized location.

Customer Service

-– Manage customer support contracts.

-– Track support cases.

-– Maintain a knowledge base of information for internal staff working on

service requests.

-– Manage a company-wide service calendar with direct integration with

Outlook.

-– Manage support resources.

What Is Microsoft Dynamics CRM?

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