Microsoft Dynamics CRM is customer- oriented and covers many marketing, customer service and sales activities. It is one of the fastest growing CRM systems.

There are many benefits of using Microsoft Dynamics CRM over other customer relationship management systems.

Benefits:

  • Easy to use
  • Personalized Customer Service
  • Intuitive and familiar user interface
  • Full integration with the Microsoft Outlook e-mail system
  • Transparent integration with Microsoft Word and Excel
  • Stores data in the cloud
  • Managers and executives have clear visibility over the business development
  • Users have access to the full functionality of the system

Microsoft Dynamics CRM includes three major modules: Sales, Marketing and Customer Service. Each module provides different functionality.

  1. Sales Module provides tools for managing sales processes that involve managing opportunities.

This module reflects basic operations such as:

  • Receipt, registration, assignment and processing of leads (phone, e-mail, etc.)
  • Submission of offer, confirmation/rejection of offer, delivery made
  • Quotes
  • Order Management
  • Sales Literature
  • Sale
  • Generation of reference information (by customers/product groups)
  • Detailed communication with prospective customers
  • Assignment of various statuses to customers
  • Organization of activities depending on the type of customers (prospective or current)
  • Preparation of proposals and price lists

 

2.  Marketing Module manages marketing or other mass communication processes. It supports the management of                  campaigns.

This module reflects basic operations such as:

  • Creation of static and dynamic targeted lists for segmented recipients
  • Campaign Management
  • List Segmentation
  • Marketing reporting
  • Generation and sending of personalized correspondence (e-mail or postal mail)
  • Management of campaigns, sub-campaigns and related activities
  • Work with the so called “quick campaigns” for sending of mass e-mail
  • Automation of the unsubscribe function
  • Management of the budget of marketing campaigns

 

3. Customer Service Module contains all information on customer service and customer interaction. Manages service or          other case- based or incident based processes.

Module’s basic operation include:

  • Case Management
  • Email Management
  • Service Contracts
  • Auto-response
  • Searchable Knowledge Base
  • Automated routing and queuing
  • Service Scheduling

Author: Stewart Small

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