CRM stands for Customer Relationship Management. It is an automated software solution that streamlines the process of customer interaction, marketing, sales, and other business processes. A centralized CRM system enables business owners to track leads, monitor customer interactions, analyze marketing data, and make informed business decisions based on hard data.
Microsoft Dynamics CRM is a comprehensive software package automating sales, marketing, and customer management of a business organization. The software package drastically improves sales productivity, marketing effectiveness, and customer engagement while taking the burden off the shoulders of the IT staff of the company. Business intelligence tools of dynamic CRM have revolutionized the way businesses are run. Microsoft Dynamic CRM provides access through both mobiles and tablets by the way of applications.
1. Types
Microsoft Dynamics CRM on-premise means the software package is deployed on the servers present at the premises of the business organization. This kind of CRM enables customizations and extensions while providing complete control over the management of the database. Storage space is not limited because the data is present on the servers located on-site.
Microsoft Dynamics CRM Online is cloud-based. This means the applications, deployments, setups, databases, and licensing are based on Microsoft servers which are accessed through the internet. This is a subscription-based software package. Data storage limits are provided as per various plans. Data backup is provided by Microsoft. CRM online is preferred by businesses not well equipped to deal with technical requirements for handling on-site servers.
2. Technical Features
Microsoft Dynamics CRM uses the SQL Server Reporting Service of Microsoft to create, process, and analyze reports about business intelligence, customer analytics, marketing effectiveness, etc. The data from the CRM is accessed by SSRS and can also convert the reports into various formats such as PDF, Excel, and TIFF. Report Wizard feature summarises and groups the data. The data is also represented in the form of charts and tables. This feature is particularly beneficial for individual users wanting specific reports from the mass of data.
Software Development Kit and Application Programming Interface are also included in Microsoft Dynamics CRM. The code samples and guidance of SDK enable the development of plug-ins and better integration with Microsoft Dynamics CRM Services. SDK and API can be used to customize the software to meet specific business requirements and integrate with other technologies using the web.
There are various security protocols of Microsoft Dynamics CRM which protect the data integrity and enable efficient user access. Field level security can be activated to restrict access to sensitive data to only particular users. E-based security limits access as per the duties and tasks of the users through the assignment of roles with users of each role limited to particular tasks only.
The native mobile app of Microsoft Dynamic CRM allows users to create, view, or update data anytime anywhere. The app can be customized to meet specific business requirements and can also be configured to display only relevant business information. The app can also work in offline mode so that the users can access the data even when the internet is not available due to any reason.
3. Benefits
The mainstay of Microsoft Dynamic CRM is efficient customer service. The software monitors the interactions with new and existing customers and records their responses and complaints in a central database. The customer service team can access it easily and meet the demands of the customers in real-time.
The marketing module automates the process of building lists of potential customers and leads. The data and insights also help in building marketing campaigns and analyze the effect of marketing campaigns. The marketing data helps in planning improvements and back-up efforts.
Microsoft Dynamic CRM smoothly integrates with Office 365, SharePoint, and Outlook. Furthermore, it enables the digital signing of documents through integration with Adobe Document Cloud.
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