Introduction to the features in Microsoft CRM

29.09.2011 | Author: Pythagorascrm | Posted in Software
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Microsoft CRM is perhaps the most widely used CRM system in the marketplace. It has a wide range of uses and sometimes people find it difficult to understand the core areas that it can help you with. You can perform and automate many business tasks with Microsoft Dynamics CRM, including:

  • Keep and use all your customer information from one place.
  • Schedule and track activities and send e-mail messages.
  • Analyse data using charts and dashboards.
  • Generate reports.
  • Manage marketing lists.
  • Track advertising and marketing campaigns.
  • Analyse customer responses to your sales and marketing initiatives.
  • Keep detailed notes and an activity history for each business record.
  • Run Microsoft Dynamics CRM from within Microsoft Office Outlook.

Sales Force Automation

Using Sales Force Automation, you can:

  • Qualify leads and manage opportunities.
  • Manage contacts and accounts.
  • Track quotes, orders, and invoices.
  • Manage and track e-mail, phone call, and other communication activities with customers.
  • Run direct e-mail campaigns and measure their success.
  • Create and access a database of products that your organization sells.

Marketing Automation

Using Marketing Automation, you can:

  • Create targeted marketing lists.
  • Plan and run campaigns.
  • Track each campaign response and lead generated from campaigns.

Customer Service Management

Using the Customer Service area, you can:

  • Track individual cases and manage services.
  • Track and share common problems and solutions in a knowledge base.
  • Manage customer contracts.

Appointment-Based Service Scheduling

Using Service Scheduling, you can:

  • Define the services you offer.
  • Identify available resources and equipment for service activities.
  • Define work schedules for individual resources, as well as their locations.
  • Booking Service Activities in the Service Calendar
  • Configuring Service Scheduling
  • Scheduling Users and Other Resources

Analysing Data and Reporting

Microsoft Dynamics CRM has several features to help you analyze data and generate reports:

  • Create a chart.
  • Create a dashboard.
  • Run a default report.
  • Create an Advanced Find query to find a filtered set of records and then export the list for analysis.
  • Create a custom report using Microsoft SQL Server Reporting Services or other reporting tools.

Workflow

Beyond the business automation included in Microsoft Dynamics CRM, you can define processes, workflows, and dialogs to automate your organization’s business logic and to ensure consistent customer interactions. Then, make your processes available as an on-demand process or, for workflows, an automatic workflow.

Goal Management

Using Goal Management, you can:

  • Track goals at every level of your goal hierarchy.
  • Create child goals that roll up into parent goals.
  • Define rollup fields for your goal metrics that identify the performance that you are tracking.
  • View actual and in-progress data when you want it and at scheduled rollup times.

Microsoft Dynamics CRM for Microsoft Office Outlook

Microsoft Dynamics CRM for Outlook is add-on program for Outlook  that provides Microsoft Dynamics CRM functionality within Outlook. The information is kept in synchronisation automatically between Outlook and Microsoft Dynamics CRM. When you run Microsoft Dynamics CRM for Outlook, you can work either in online or offline mode.

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