Microsoft dynamics CRM is customer relationship management software which mainly focuses on sales, marketing and services sector. It is multi-lingual software and an IIS based application supported by web services interface. This application can be accessed by IE6 or later, though it can be accessed by other browsers too but other browsers are not supported by Microsoft. This is a two tier client-server application which comes in four editions professional, workgroup, enterprise and service provider editions.
The latest version of Microsoft dynamics CRM supports multi-lingual, multi-currency and multi-tenancy features. Crystal reports have been opted out and business intelligence and reporting features use SQL server reporting services. This application is available in cloud computing through Microsoft online services, this version has more powerful programming tools and web services with enhanced data import tools. Microsoft has also released accelerators which are available as free services and can be downloaded and incorporated by the organization itself for integrating the application with other products which extends the functionality of the CRM application in many directions. Company has also announced many new features which are to be incorporated in next version.
Microsoft dynamics CRM provides features like sales force automation, sales planning, lead generation, opportunities, accounts, productivity, pipeline, workflows, mobility and analytics. This set of features provide complete functionality to manage sales related activities with a web enabled, 24/7 and easy to access solution. For marketing dynamics CRM provides options like data import from other sources and confirmation of its status through e-mail, manage campaigns and events, segmentation of possible and existing customers for better management, setting up tasks with budgets, information about reusable items and templates, execution of plans and strategies and response management in terms of storing, tracking and segmenting according to time and objectives of the campaign.
Apart form these, Microsoft dynamics CRM application has special features for client management with facilities like keeping track of cases, contract management and maintaining and constantly upgrading knowledge base to use it as solution repository and sharing it with employees of the company.
Microsoft dynamics CRM is an efficient tool for managing customer relationship and is capable for handling large and medium sized companies. It is easily accessible through Microsoft office and outlook express, implementation process is very less and application can be up and running in a short duration. Migration and importing the data from other resources is easy and its integration with other tools is easy too to make it more user friendly and efficient. It is easy to customize according to the specific needs of the company and highly scalable to handle growing needs. Data security is of high standard which is a major concern of every organization.
Many regard Microsoft dynamics CRM application as incapable solution for large companies and it is just limited to support small companies. Navigation and user interface is also treated as complex compared to other products. Microsoft does not have any good customer using its SaaS model though it has some good clients which are using its on-premise CRM solution.