What is CRM? CRM Software Overview

Microsoft Dynamics 365 is a platform for cloud-based business applications that integrates elements of customer relationship management (CRM), as well as productivity software and tools for artificial intelligence.

Sales, marketing, customer service, and field services are just a few examples of CRM modules. CRM technology’s uses include sales, marketing, customer service, and technical support, to name a few. 

By providing actionable insights and marketing automation to enhance meaningful customer connection and accelerate business success, CRM software may help businesses save money and generate more revenue.

Microsoft’s CRM has recently rebranded and offers a wide variety of licensing and deployment choices, which requires highly skilled implementation partners. .

As a result, we are going to discuss about Dynamics CRM. To understand more about this industry-leading technology, keep on reading the frequent technology development about Dynamics 365.

What is Dynamics 365 CRM?

It is a customer relationship management system. This CRM software helps businesses track their customer information, find new leads, communicate with existing customers, and fix any problems that may arise.

Among Microsoft’s many offerings for managing relationships with customers is Microsoft Dynamics 365. Dynamics 365 is the current release. Dynamics 2016 was updated, and with it came a new name and set of licensing requirements.

At its core, it is a database that facilitates the management of a company’s contact information, including leads and customers. Each encounter with a client or potential consumer is recorded and can be accessed later through the software. 

The more a company knows about its consumers, the more it can tailor their service to each individual along their journey.

Microsoft CRM Product Offerings

Microsoft’s CRM is divided into two types

Dynamics 365 CRM Online

With Microsoft’s Online CRM, the company takes care of all the technical details in the background for you. This includes application servers, installations, deployments, databases, licensing, etc. 

Businesses who want to outsource the implementation of their Customer relationship management can rely on a subscription service Online. You may start setting up your system and using it via a web browser in a matter of days rather than weeks, months, or years.

Dynamics 365 CRM On-Premise

Microsoft’s CRM on-premise option is a flexible deployment model in which your company hosts applications and databases. Databases, modifications, releases, backups, licences, and hardware/software configurations can all be managed on premise. 

In most cases, businesses that want a tailored system will choose an on-premise implementation since it provides flexibility in terms of data storage, security, and functionality.

Microsoft's Dynamics 365 CRM offerings

For Sales

All aspects of the sales cycle can be managed in one place with Dynamics 365 for Sales, from prospecting and pipeline tracking through account management and reporting. 

The program collects data and automates mundane parts of the sales cycle, freeing salespeople to focus on connection building and opportunity cultivation.

The sophisticated Marketing Automation capabilities of Dynamics 365 for Marketing help businesses close the loop on the buyer’s journey from Prospect to Customer. 

Dynamics 365 for Marketing features built-in analytics, is simple to use, and is strongly connected with other modules in Dynamics 365.

For Customer Service

Using Dynamics 365 for Customer Service, companies may more efficiently manage customer service requests and questions. Automated chatbots and self-service portals allow customer support representatives to handle more difficult problems and speed up the resolution of simpler ones.

For Field Services

Mobile Service Management with Dynamics 365 Field Service allows users to coordinate tasks, schedules, and resources for field service agents. 

The software is a centralised library for reference items like guides, docs, and training videos. Assets, inventories, and re-orders can be maintained in real-time, and work orders can be produced via customer care cases, customer portals, or emails.

What are the Benefits of Using CRM Software in your Company?

Research shows that multitasking reduces efficiency and productivity by increasing the likelihood of making mistakes and introducing new distractions. And here is where Microsoft Dynamics 365 comes in.

Monitor Sales

Better sales can be achieved by keeping track of leads as they move through the sales funnel. To help sales and marketing teams stay organised, understand where each lead is in the sales process, and know who has worked on each opportunity, CRM solutions aid in tracking data connected to leads, along with insights.

Real-Time Performance Data

Dynamics 365 sales tracking features allow you to collect and analyse data in real-time. Connect your sales system to your CRM for a real-time, accurate view of your sales. You may see if your team has secured a big transaction or if there are any bottlenecks in the pipeline in real-time.

Built-in AI

Insight generation in this CRM software allows you to plot your next move. Prioritise your team’s time and energy by utilising artificial intelligence and in-built intelligence to determine what’s most important and how to achieve your goals best. 

A sales staff, for instance, can see which prospects are good to pass on and which need to be followed up on.


Automating tasks like creating sales quotes, collecting customer feedback, and sending email campaigns can improve marketing, sales, and customer service efficiency. As a result, your team will be able to devote more time and energy to high-impact activities and less time and energy to routine duties.

Track Customer Interaction

To better understand interaction across multiple customer touch points, CRM software provide tools that delve into consumer behaviour and uncover opportunities for optimization.

Connect Multiple Platforms

Microsoft’s CRM software allows you to connect with your customers across numerous channels for enhanced communication. 

Connecting with consumers via their preferred channels (whether that be social media, email, or telephone) is made easier using CRM, and can be used to increase client retention rates.

Competitive Advantages

To adapt to the ever-evolving demands of your industry and customer base, you need a CRM solution that can grow with your company. Fast implementation of new marketing, e-commerce, and other activities and prompt answers to customer needs and market fluctuations.​​

Final Thoughts

Relationship management is at the heart of Microsoft Dynamics 365 CRM capabilities. Users can compile a complete picture of a customer based on their contacts with the company via several channels (telephone, email, in-person meetings, written correspondence, faxes, etc.).

If you need assistance figuring out how to implement CRM software for your company’s sales, marketing, customer service or field service processes, Zelite’s specialists are here to help. 

A free, custom demonstration of Dynamics 365 CRM based on your specific needs is available upon request.

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