Overview

 
    

Sales

Sell effectively to close

more deals—faster.

Customer care

Care everywhere,

and earn customers for life.

Marketing

Market smarter

by engaging customers.

Social

Empower your people

ith social insights.


What is CRM?

 

Customer relationship management (CRM) can help reduce costs and increase profitability by organizing and automating business processes that nurture customer satisfaction and loyalty.

 

CRM solutions can deliver ROI through marketing automation, customer service, and sales force automation. Deliver amazing customer experiences every time. Microsoft Dynamics CRM helps you turn every customer into a happy customer.

 

Microsoft Dynamics CRM offers cloud-based CRM solutions to meet your unique business needs. We also offer mobile CRM apps and platforms that allow you to manage your customer relationships on your mobile devices, and tools that integrate data and reporting from social media directly into your CRM application.


Sales

 

Your customers know more than ever before. Buying decisions are often made before you can even engage. Sales must adapt to the new customer journey. Sales teams need tools that are familiar, intuitive, and easy to adopt to help them be more effective.

 

Work across teams, geographies, and work groups.



  Service

 

Your customers are everywhere and, to serve them effectively, that’s where you need to be, too. Provide responsive, relevant, effective service—anywhere, anytime, on any device. Inspire loyalty, empower agents, and drive service resolution. With our service capabilities, you can:

  • Engage customers via their channel of choice across web, social, chat, and mobile, with full multichannel service capabilities.
  • Give your employees a single, unified tool to deliver fast, amazing customer service with the Unified Service Desk.
  • Help reduce service response times, improve case resolution, and increase customer self-service with a powerful Knowledge Base.
  • Manage and exceed customer entitlements and service level agreements (SLAs). Enable dynamic routing and queuing to help ensure you hit your service targets.
  • Empower your teams to move quickly to meet today’s customer expectations. The combined power of Yammer and Microsoft Dynamics can increase transparency and agility.

 

Marketing

 

Today’s marketers need the ability to plan, execute, and measure campaigns easily, from start to finish. Microsoft Dynamics Marketing helps you engage your customers as you bring your marketing vision to life. With our marketing capabilities, you can:

  • Help reduce your time to market and improve brand consistency and message. Deep customer insights help you plan effectively and execute flawlessly.
  • Reduce the complexity of your campaigns, so you can focus on delivering amazing customer experiences at scale.
  • Understand how your customers are engaged, with behavioral data and advanced lead scoring, so you can drive sales impact by delivering highly qualified leads straight to your CRM.
  • Work better together across your team and with agencies on brand, content, and events to stay aligned and agile.
  • Track your share of voice across the social web (such as Twitter, Facebook, and YouTube). Monitor your global sentiment and brand presence, and gain visibility on strategic initiatives on social media.
  • Deliver data-driven insights, and prove real Return on Marketing Investment (ROMI). Use advanced business intelligence (BI) tools (like heat maps and trends) to guide future investments and to transform marketing from a cost center to a growth center.
 
  

Social

 

Salespeople spot new opportunities and respond to competitive threats with precision. Marketing teams use social insights to make their campaigns sing. Customer care teams use sentiment analysis to understand customers and to make interactions more meaningful.

With our social capabilities, you can:

  • Turn sentiment into opportunity with Microsoft Social Engagement. Monitor brand presence and track strategic initiatives across marketing, sales, and customer service.
  • Make every conversation more relevant with social insights that help you get to know the person behind the contact data.
  • Engage with your customers on any channel, and provide service on their  terms. Care everywhere to create customers for life.


Sales people spot new opportunities and respond to competitive threats with precision. Marketing teams use social insights to make their campaigns sing. Customer care teams use sentiment analysis to understand customers and to make interactions more meaningful.

With our social capabilities, you can:

  • Turn sentiment into opportunity with Microsoft Social Engagement. Monitor brand presence and track strategic initiatives across marketing, sales, and customer service.

  • Make every conversation more relevant with social insights that help you get to know the person behind the contact data. Learn more

  • Engage with your customers on any channel, and provide service on their terms. Care everywhere to create customers for life.


Sales people spot new opportunities and respond to competitive threats with precision. Marketing teams use social insights to make their campaigns sing. Customer care teams use sentiment analysis to understand customers and to make interactions more meaningful.

With our social capabilities, you can:

  • Turn sentiment into opportunity with Microsoft Social Engagement. Monitor brand presence and track strategic initiatives across marketing, sales, and customer service.

  • Make every conversation more relevant with social insights that help you get to know the person behind the contact data. Learn more

  • Engage with your customers on any channel, and provide service on their terms. Care everywhere to create customers for life.














Features

Microsoft Dynamics Marketing

​

Whether you're a corporate marketing team or an advertising agency, Microsoft Dynamics Marketing delivers powerful, integrated marketing management solutions that can help you better understand your customers. With Microsoft Dynamics Marketing, you'll get exceptional insight, control over budgets and resources, and the ability to create automated, measurable multichannel campaigns to deliver tangible results.


 

Unified Service Desk

​

Unified Service Desk for Microsoft Dynamics CRM provides a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in Microsoft Dynamics CRM. You can aggregate customer information from different areas in CRM into an integrated desktop that provides a 360° view of the customer interactions. This gives your customer service agents almost immediate access to business-critical information so that they can quickly engage with customers and address queries and issues.


 

Microsoft Social Engagement

 

Microsoft Social Engagement collects data from social media websites and presents it to you in easy-to-consume charts and graphs that you can use to spot emerging trends in people’s comments, whether they’re positive, negative, or neutral. You can even drill down into the data and see who is mentioning you, where they posted comments, and what they said. Armed with these insights, you can pinpoint what you’re doing right and address potential issues before bigger problems arise.