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Increase Your Business Success with Microsoft Dynamics CRM

Build customer loyalty to drive repeat business. Used by leading companies worldwide, business solutions from Microsoft Dynamics CRM are:

Sales Force Automation

Get your sales force quickly up to speed with the advanced but easy-to-use features of Microsoft Dynamics CRM. Take advantage of a highly intuitive interface and embedded Microsoft Office capabilities to boost sales productivity, streamline sales cycles, automate lead management, and gain insights to drive more sales.

Improve sales planning, management

Set up territories and teams for optimal organizational efficiency.
Create price lists, discounts, and unit groups to streamline offer management.
Post sales best practices and tips in the Resource Center.
Use strong role- and group-based permissions for easy information distribution.

Automate your lead system

Capture and track all lead details in one system.
Automatically associate e-mail messages with relevant leads/opportunities.
Assign leads and tasks automatically.
Simplify lead qualification, scoring, and conversion.
Easily segment data to generate leads from your customer base.

Manage opportunities effectively

Close deals faster by centrally tracking key data and attributes for each deal.
Create and monitor customized offers and pricing for each opportunity.
Better track and position against competitors.
Track actual revenue dollars by creating/tracking orders and invoices.
Establish consistent sales processes enterprise wide.
Use leading sales methodologies like Miller Heiman, SPI, and TAS within Microsoft Dynamics CRM.

Streamline account management

Track all activities and interactions for each contact or account.
Identify influencers, constituents, allies, and roadblocks for each account.
Quickly identify cross-sell and up-sell opportunities.
Track contract renewal dates and details.
Define the parent-child relationships that depict complex organizations.

Boost sales productivity

Use Microsoft Dynamics CRM within Microsoft Office Outlook.
Eliminate redundant e-mail tracking.
Improve communication and team collaboration through seamless integration with Microsoft Office products.
Promote Office Outlook contacts to Microsoft Dynamics CRM with a few mouse clicks.
Easily identify key data points through advanced search.
Reduce wasted cycles with robust data-cleansing features.

Enhance pipeline management

Easily track the sales pipeline for improved financial planning.
Increase accuracy of revenue projections with individual or roll-up forecasting.
Track revenue goals by dates, fiscal periods, or other predefined criteria.
Identify key trends for deals won/lost and optimize the sales process.

Simplify workflow processes

Improve productivity with personal, team, or organizational workflows.
Automatically create or assign tasks and activities when rules are triggered.
Automate simple or multilevel approvals.
Automate scoring and distribution of leads.
Set alerts for key events to take proactive measures.
Define and enforce consistent sales processes enterprise wide.

Mobile Express for Microsoft Dynamics CRM

Empower your sales force with real-time access to customer data from any Web-enabled device.
Better prepare for customer meetings via real-time account details.
Rapidly respond to customer requests while on the road.
Continuously work details by updating and receiving leads 24/7.
Discover new up-sell/cross-sell opportunities right on the spot.

Gain visibility and improve decision-making

View key performance indicators in real time with intuitive dashboards.
Use built-in sales reports to conduct detailed analyses without IT assistance.
Use robust data cubes for insightful trending analysis.
Employ predictive analytics to identify key selling scenarios.
Take advantage of the intuitive Report Wizard to instantly create ad-hoc reports.


Customer Service

Transform your customer service into a strategic asset with Microsoft Dynamics CRM customer service solutions. With a 360-degree view of the customer, your agents can resolve issues quickly and reduce handling times with advanced customer service software. By automating processes, you can also reduce costs and help to ensure consistent customer service is delivered across all touchpoints.

Improve account handling

Boost agent productivity with the intuitive user interface.
Improve first-call resolution with access to customer histories.
Automatically identify and delete duplicate records.
Simplify adding, changing, and managing contact information.
Model one-to-many, many-to-one, and complex relationships to provide great service.
Gain actionable insights.

Manage cases efficiently

Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact.
Use rules-based routing and escalation to speed first call resolution (FCR).
Plan and complete case activities manually or automatically and record them for future reference.
Deliver appropriate service fast with an at-a-glance view of each customer's history and service contracts.

Simplify contract management

Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings.
Gain insights to help sell more support contracts.
Create a contract repository to streamline case management.
Give agents a view of the current status and service eligibility for each customer.

Tap into proven expertise

Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository.
Share staff expertise and easily publish, store, and access the Knowledge Base information.
Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response.

Streamline scheduling

Define services with related resources and work schedules to increase precision.
Save time with easy, visual scheduling.
Get a centralized view of service workers' calendars and resources to optimize scheduling.
Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.

Automate workflows

Create personal, workgroup, departmental, or federated workflows with a handy wizard that reduces reliance on IT.
Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent.
Provide consistent handling across geographic locations with support for multiple languages and currencies.

Mobile Express for Microsoft Dynamics CRM

Deliver notifications and alerts through mobile devices to update customers on service schedules and appointments.
Access and send CRM customer service data via any Web-enabled device.
Use the Windows Mobile SDK to customize your mobile applications.
Enhance customer service with better communications between field service and office staff.

Enhance service with insight

Closely monitor customer service and support processes with dashboards and scorecards.
Identify and address issues and refine key performance indicators (KPIs).
Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers.
Use built-in reports or create custom reports with a Report Wizard.


Get a CRM marketing solution that is flexible, easy to use, and engineered to fit your business. Transform every touchpoint into a marketing opportunity and harness the undiscovered potential within your customer base. With marketing management and automation software from Microsoft Dynamics CRM, you can market more effectively, improve productivity, and gain actionable insight into your marketing campaigns.

Manage your data effectively

Effortlessly import data from other sources into Microsoft Dynamics CRM.
Use predefined data-mapping rules or create new ones on the fly.
Confirm data import status with automatic e-mail notification.
Intelligently cleanse your data to eliminate duplications and decrease your cost per engagement (CPE).

Pinpoint your marketing efforts

Use natural language queries to instantly segment customers or prospects.
Create highly targeted lists and associate them with campaigns.
Set up personal or public data views for reuse.
Easily share target lists with colleagues or vendors.
Export lists into multiple formats for bulk e-mail or direct-mail communications.

Streamline campaign planning

Plan and track activities, tasks, budgets, and details for each marketing activity.
Tailor messages and offers to highly targeted lists.
Save time and money with reusable campaign templates.
Set up product catalogs, price lists, and discounts for optimal offers.
Use predefined workflows to streamline approvals.

Simplify campaign execution

Initiate and distribute campaigns and communications instantly.
Use embedded Mail Merge capabilities to instantly send mass communications.
Manually or automatically assign tasks or leads to individuals or groups.
Create on-the-fly campaigns with the Quick Campaign Wizard.
Create rules to trigger responses based on customer interest.

Manage events efficiently

Track and manage all event and customer details on one central platform.
Holistically manage event planning and execution from beginning to end.
Track details related to venues, rooms, event sessions, speakers, and sponsors.
Track key metrics and measure the return on investment to optimize future events.

Improve response management

Capture and store responses and leads in one place for easy tracking.
Score responses using predefined algorithms.
Instantly assign leads with full interaction history to the right sales person.
Track responses across communications channels, linking them to campaigns and lead sources.
Convert responses to leads and opportunities with a few mouse clicks.

Extend value with Microsoft Office

Use Microsoft Dynamics CRM within Microsoft Office Outlook to be more productive.
Eliminate redundant e-mail tracking through Office Outlook synchronization.
See co-workers' availability with the presence feature.
Create documents and mail-merges with embedded Office Word capabilities.
Add Office Outlook contacts to marketing lists with a few mouse clicks.

Automate workflows

Boost productivity with personal, team, or organizational workflows.
Dynamically assign tasks to the right person using configurable rules.
Accelerate approvals using predefined workflows.
Automate actions with triggers based on events, time, or business logic.
Set alerts and reminders of campaign milestones to inform appropriate people.

Mobile Express for Microsoft Dynamics CRM

Access customer data from any Web-enabled device anywhere, anytime.
Track budgets and push through approvals while on the road.
Update or create campaigns on the fly.
Update, qualify, or assign leads while on the road.
Analyze responses, leads, and campaign ROI with rich offline reporting.

Gain insights for decision-making

Measure your marketing success with key performance indicators (KPIs).
Track key campaign indicators with built-in reports.
Identify trends and allocate resources with powerful predictive analytics.
Use robust data cubes for trending analyses.
Proactively create offers with 360-degree customer views.



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