Microsoft Dynamics™ CRM customer relationship management (CRM) system that gives every customer-facing employee the information they need to truly impress customers. With Microsoft Dynamics CRM, you can create a centralized repository of customer data that sits neatly alongside Microsoft Office and Microsoft Office Outlook-the applications your employees probably use every day. From Outlook, employees access Microsoft Dynamics CRM sales, marketing, and customer service modules to make sales decisions, market products, solve problems, and get strategic views of the business. It's CRM that works-and works very well-because it works the way your users already do, works the way your business already does, and works the way technology should.

Microsoft Dynamics™ CRM was designed to give businesses what they want most in a CRM system-a customer relationship management that people will use. It works the way your business does. Your information technology (IT) staff can integrate Microsoft Dynamics CRM with existing systems. Your sales forces can use Microsoft Dynamics CRM without ever leaving Microsoft Outlook. Microsoft offers CRM in two editions-Microsoft Dynamics CRM Small Business Edition and Microsoft Dynamics™ CRM Professional Edition. Both build on previous versions to help businesses of all sizes develop stronger and more profitable relationships.

Microsoft Dynamics CRM 4.0 is a fully integrated customer relationship management (CRM) system. Microsoft Dynamics CRM gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post-sales. With tools to enhance your company's sales, marketing, and customer service processes—along with native Microsoft Office Outlook integration—Microsoft Dynamics CRM delivers a fast, flexible, and affordable solution.

Microsoft Dynamics CRM helps you drive consistent and measurable improvement in everyday business processes.

Marketing: A clearer view of customers and more informed marketing investments

Segment customer lists into distinct benefit groups and then market to one or more of the identified segments using a workflow-driven model. With Microsoft Dynamics CRM, your marketing professionals can leverage tools for:

• customer segmentation
• campaign planning and execution
• data extraction and cleansing
• analytics and reporting
• marketing/sales collaboration tools
• information sharing portals

Sales: Get more leads and close more business

Access a complete view of customer data online or offline, and leverage tools that enable your sales professionals to get real-time access to leads, identify cross-sell and up-sell opportunities, and close more deals, faster. Microsoft Dynamics CRM provides:

• lead and opportunity management
• account and contact management
• territory management
• forecasting and sales analytics
• offline and mobile device access
• quick access to products, pricing, and quotes

Customer service: Provide more value to customers

Respond faster to customer service issues and empower your service organization to anticipate, address and deliver consistent, efficient customer care that contributes to long-term business profitability. Microsoft Dynamics CRM provides functionality for:

• account and contact management
• case and interaction management
• product and contract management
• knowledge-base management
• service scheduling
• workflow across teams and groups
• service reporting and analytics

Microsoft Office Outlook integration: Work without leaving Outlook

The foremost design objective in creating Microsoft CRM was tighter integration with Microsoft Office Outlook, the most used application in the Office suite. Tighter Outlook integration means less application-switching, faster adoption by users, and higher productivity for every customer-facing employee in your organization. Users can look up customer information, send and manage e-mail, set up appointments, and capture customer discussions, all without ever leaving Outlook.

Easier customization: Tailors to your company's needs quickly

Microsoft Dynamics CRM can easily be customized for any business. Any non-technical user can create a new object with a few mouse-clicks-no need to write code or even leave the application. This makes it very easy to tailor Microsoft Dynamics CRM to a specific industry or individual company. Deeper customizations that do require programming are also simpler, lowering the cost of having a Microsoft Partner incorporate your business logic, customize the user interface, or link Microsoft Dynamics CRM to another application. Microsoft Dynamics CRM also contains a host of workflow improvements such as auto-fill of name and date fields, and next-step recommendations that speed application use and improve worker productivity.

Improved reporting: Drill into the details fast

Getting information out of Microsoft Dynamics CRM is just as easy as putting it in. You can of course export any subset of Microsoft Dynamics CRM data to Microsoft Office Excel spreadsheet software for analysis. Microsoft Dynamics CRM also provides a number of standard, one-button reports using Microsoft SQL Server Reporting Services as the underlying report engine. You can create custom reports that are accessible from within Microsoft Dynamics CRM through an e-mail subscription service or over a Microsoft Office SharePoint Portal Server site. Users can save frequently used reports, which are refreshed with current data every time they're opened. Best of all, security clearances are built into every report. Users only have access to the data they're authorized to see.

Microsoft Dynamics™ CRM Sales makes it easy to manage leads and opportunities, measure and forecast sales activity, track customer contacts, and automate the sales process helping ensure a shorter sales cycle, higher close rates, and improved customer retention.

Microsoft Dynamics™ CRM Sales Overview (PDF 162KB)
Microsoft Dynamics™ CRM Sales Datasheet (PDF 341KB)

Microsoft Dynamics™ CRM Service Management enables service representatives to track requests, manage support issues from contact through resolution, and deliver the consistent, efficient service that helps ensure customer satisfaction.

Microsoft Dynamics™ CRM Service Management Overview (PDF 162KB)
Microsoft Dynamics™ CRM Service Management Datasheet (PDF 323KB)

Microsoft Dynamics™ CRM Marketing enables sales and marketing professionals to deliver targeted communications to prospective and existing customers, shorten the sales cycle, and improve close rates.

Microsoft Dynamics™ CRM Marketing Datasheet (PDF 337KB)