Microsoft Dynamics® CRM is a multi-lingual Customer Relationship Management (CRM) system. Dynamics CRM has the power to improve marketing, to boost sales, and to enrich customer service interactions, with Microsoft Office applications you already know how to use.
Dynamics CRM Solutions
Dynamics CRM empower your customer relationship by 3 solution groups according to 3 aspects: Sales, Customer Service and Marketing. Besides it can be customized for other relationships that are integral to success – employees, partners, suppliers, distributors, vendors … - Extended CRM.
Sales Force Automation
Sales people and managers can get all the information about the customers including customer interactions with other parts of the business. Sales-cycle lead times are reduced and opportunities for cross-selling are maximized because you involve all of your business more closely with the customer and share that information with those who need it.
Customer Service Management
The Customer Service area is designed specifically to meet the needs of customer support and product support departments that handle telephone, e-mail, and Web-based service requests from customers.
Marketing Automation
Optimize your marketing efforts using the familiar and intelligent marketing capabilities. Use flexible segmentation tools, intuitive campaign management features, robust workflows, and insightful analytics to increase the effectiveness of your marketing programs.
Extended CRM
With Microsoft Dynamics CRM business software and the xRM application framework, organizations can quickly and easily extend their CRM solution and build custom applications to track any business relationship – without compromising features, capabilities, budget, or delivery time.
Experiences with Dynamics CRM
In order to “Power your Productivity”, Dynamics CRM offers 3 experiences for customers and partners.
Dynamics CRM Architecture
The platform is the heart of the Microsoft Dynamics CRM system. When you use the Microsoft Dynamics CRM SDK, you are building on top of this system. The Microsoft Dynamics CRM platform supports smaller deployments and can scale for application service provider models also. The security mode protects the platform from unauthorized access across the Web. The main platform components are as follows:
· Microsoft SQL Server database
· Web services
· System services (workflow, metadata, and integration)
· A query processor that supports the entity model
· Secured ad hoc queries that use an XML fetch statement to protect the physical database
· Plug-ins for business logic extensibility
· Reporting services
References
[1] Microsoft Dynamics® CRM Official Site, http://crm.dynamics.com/
[2] Microsoft Dynamics CRM Overview, MSDN, http://msdn.microsoft.com/en-us/library/bb928228.aspx
[3] Microsoft Dynamics CRM Architecture Overview, MSDN, http://msdn.microsoft.com/en-us/library/bb928229.aspx
[4] Sales Force Automation Data Sheet, Dynamics CRM Official Site, http://crmdynamics.blob.core.windows.net/docs/microsoft_dynamics_crm_sales_force_automation_data_sheet.pdf
[5] Customer Service Data Sheet, Dynamics CRM Official Site, http://crmdynamics.blob.core.windows.net/docs/microsoft_dynamics_crm_customer_service_data_sheet.pdf
[6] Marketing Automation Data Sheet, Dynamics CRM Official Site, http://crmdynamics.blob.core.windows.net/docs/microsoft_dynamics_crm_marketing_automation_data_sheet.pdf
[7] Extended CRM Data Sheet, Dynamics CRM Official Site, http://crmdynamics.blob.core.windows.net/docs/microsoft_dynamics_crm_extended_crm_data_sheet.pdf
[8] CRM 2011 Overview, DynamicExchange, http://www.dynamicsexchange.com/CRM-2011/CRM-Overview.aspx
[9] Microsoft CRM 2011 Overview, FusionCRM, Microsoft Gold Partner, http://www.fusioncrm.co.uk/microsoftcrm.asp
[10] Video: Getting started with Microsoft Dynamics CRM, Microsoft Dynamics CRM Resource Center, https://rc.crm.dynamics.com/rc/2011/en-us/on-prem/5.0/vid_gettingstarted.aspx
[11] Microsoft Dynamics CRM Online Video Gallery, http://www.democrmonline.com/
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