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Microsoft Dynamics CRM

Customer Segment Sales Distribution Product
Dynamics CRM Small and Midsize Business (SMB) to Enterprise Value Added Reseller (VAR) Channel and Direct with Enterprise Agreements Dynamics CRM has positioned Microsoft to compete for a top CRM software market position. In terms of market share, Dynamics is the #4 CRM application (behind, SAP and Oracle) according to Gartner, however, is achieving the second highest growth rate behind only Customer choice in software delivery—be it on-premise or online—and Total Cost of Ownership (TCO) are frequently cited as Microsoft CRMs strongest competitive advantages.

Microsoft Dynamics Customer Relationship Management Product Capabilities

Key components and capabilities of the Microsoft CRM Dynamics software include:

  • Marketing Management—including customer segmentation, campaign management, email marketing, response management with basic lead scoring, workflow-based automated lead routing and marketing analytics

  • Sales Force Automation (SFA)—including a MS-office like user interface for lead management, account management, opportunity management, workflow processing, Outlook and groupware integration, mobile CRM and analytics (dashboards, data cubes with online analytical processing (OLAP) and basic predictive analytics)

  • Customer Service—including case management with scripted dialogues and knowledge repository, contract management, resource scheduling, mobility and light customer service analytics

  • System Administration—Dynamics CRM leverages Microsoft's platform software products such as SQL Server (including analysis services, reporting services, windows workflow foundation, IIS), Exchange/Outlook and BizTalk and also provides some of the most mature and helpful system administration tools—for data management, system integration, etc.—in the CRM software industry






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