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Microsoft© Dynamics Customer Relationship Management
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MICROSOFT DYNAMICS CRM 4.0 Overview
Microsoft Dynamics CRM 4.0 is a customer relationship management solution that provides
the tools and capabilities needed to create and easily maintain a clear picture of customers from
first contact through purchase and post-sales. With modules for sales, marketing, and
customer service, Microsoft Dynamics CRM 4.0 delivers a fast, flexible, and affordable solution
that drives consistent, measurable improvements in every business process, enables closer relationships
with customers, and helps achieve new levels of profitability.
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Sales : Create Demand and Generate New Business
No matter how complex a company’s sales processes are, Microsoft CRM provides easy-to-use features and capabilities to help improve the way sales and marketing organizations target new customers, manage marketing campaigns, and drive sales activities. The Sales module helps you:
- Increase the sales pipeline
with qualified sales leads and opportunities.
- Maximize the sales strategy
through centralized, coordinated sales processes.
- Enable the sales force to arrive prepared for important customer meetings by accessing sales opportunities and service histories for each customer.
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Marketing : Better Decision-Making and a Clearer View of Customers
In today’s information-driven economy, most companies are awash in customer data. Success requires the ability to transform that information into clear, actionable knowledge and respond more quickly to changing customer needs and preferences. With Microsoft CRM, sales and marketing organizations can have instant access to complete customer information no matter where it is stored, along with the tools needed to turn that information into action. This allows your sales and marketing force to:
- Create a single view of each
customer based on every piece of information
collected.
- Focus marketing efforts using
intelligent list and segmentation tools.
- Execute smarter marketing
campaigns with powerful analytic tools.
- Understand what customers are really saying with reporting and analysis tools built on Microsoft SQL Server™
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Customer Service : Provide More Value to Customers
Every interaction with a customer is an opportunity to strengthen that customer’s loyalty by providing high levels of personalized service. Because it helps your company offer customers targeted, relevant information about the products and services that they are interested in, Microsoft CRM can help take advantage of opportunities to enhance customer relationships while maximizing the ability to both up-sell and cross-sell. With the Customer Service module your organization can:
- Respond faster to service
issues by delivering the right answers to customers in
real-time.
- Focus marketing efforts using
intelligent list and segmentation tools.
- Execute smarter marketing
campaigns with powerful analytic tools.
- Use centralized scheduling and dispatching to manage resources and coordinate services.
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Flexible Platform : A Solution That Grows with Your Business
Microsoft CRM allows for powerful customization and integration to meet your business needs. SOFTGISTICS, a Certified Microsoft CRM Partner, can help you customize and integrate a hosted Microsoft CRM solution into your business. This includes the integration of third party ISV applications such as specialized vertical solutions, giving you the ultimate in flexibility.
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Microsoft Dynamics CRM 4.0 Feature Overview
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Sales
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Opportunity management
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Convert leads to opportunities and track throughout the sales cycle with customizable workflow rules
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Sales process management
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Use customizable workflow rules and selling methodologies to help ensure opportunities are tracked and closed consistently and efficiently.
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Quotes
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Create accurate quotes using a full-featured product catalog that supports complex pricing levels, units of measure, and discounts.
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Order management
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Convert quotes to orders that can be modified and saved until they are ready to be billed as invoices.
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Sales force management
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Measure employee sales performance and credit opportunities against a salesperson’s quota as they are closed.
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Sales literature
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Create, manage, and distribute sales and marketing materials, including brochures, white papers, competitor information, and more.
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Direct e-mail
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Increase sales productivity by selecting customers based on common characteristics,then use templates to send customized e-mails with special offers.
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Customer Service
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Case Management
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Create, assign, and manage customer service requests for each case from a central location.
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Complete view of customer information
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View all customer information to better understand specific customer needs and answer account-related questions.
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Automated routing and queuing
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Use customizable workflow rules to automatically route service requests
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Auto-response e-mail
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Use customizable templates and workflow rules to generate and send auto-response e-mails to customer requests.
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E-mail management
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Maintain an accurate record of customer communications with automated tracking of customer e-mails that associates e-mails with appropriate customer records.
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Service scheduling
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Manage and schedule even complex services with ease. Understand resource and equipment allocations, utilizations, and effectiveness.
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Searchable knowledge base
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Publish support articles and other relevant support information to a searchable knowledge base.
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Service contracts
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Create and maintain service contracts and update contract information automatically when a support case is resolved.
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Marketing
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Marketing campaigns
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Plan marketing campaign strategy based on budgets and expenses,promotion codes, target products, marketing collateral, and more.
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Create lists
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Create and manage lists for specific campaigns or for future use by any campaign. Create lists using existing customer information or importing contact information from various sources into a single repository.
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Qualify lists
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Query lists to locate accounts that meet specific criteria.
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Campaign templates
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Create a campaign and re-use it as a template for future campaigns.
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Campaign execution
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Track campaign activities, import leads, convert leads to opportunities, view cost and performance data, and more.
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Track marketing information
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View campaign performance reports; assess campaign success based on opportunities, cost versus payoff, and other criteria; and analyze marketing results.
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Download Datasheets
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Microsoft Dynamics CRM Overview Datasheet (size: 700KB,pdf)
Increase sales success, deliver superior customer service, and make
informed, agile business decisions with Microsoft® CRM.
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Microsoft Dynamics CRM Sales Force Datasheet (size: 1.8MB,pdf)
Accessible from Microsoft Outlook® and the Web, Microsoft CRM Sales
helps sales people manage leads and opportunities, measure and
forecast sales activity, efficiently track customer communications...
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Microsoft Dynamics CRM Marketing Datasheet (size: 1.8MB,pdf)
Accessible from Microsoft Outlook® and the Web, Microsoft CRM Sales
helps sales people manage leads and opportunities, measure and
forecast sales activity, efficiently track customer communications...
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Microsoft Dynamics CRM Customer Service Datasheet (size: 1.35MB,pdf)
Offer superior customer service and increase capacity to handle
requests, without adding employees. Microsoft® CRM Customer Service
helps your service representatives track customer requests, manage
support issues from initial contact through successful resolution...
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