Microsoft Dynamics CRM is customer relationship management software focused primarily on Sales, Marketing, and Service work. Dynamics CRM is web-based server-client application, like Microsoft SharePoint. Use Dynamics CRM Online or 2016 (on premises) either in a browser or using the Dynamics CRM for Outlook add-in. Companies that use Dynamics CRM are able to consolidate their customer, marketing, sales and service information and store it in one place.
- [Instructor] Microsoft Dynamics CRM, like the other members of the Microsoft Dynamics family, are built to be used with other Microsoft Enterprise solutions, like SharePoint and Yammer, Office 365, Outlook, applications like Word and Excel, and storage solutions like OneDrive. Microsoft Dynamics CRM is Customer Relationship Management software that is focused primarily on the work that's done by sales teams, marketing departments, and customer service representatives.
Dynamics CRM is a web-based client server application, much like Microsoft SharePoint. You can use Dynamics CRM in a browser, as you'll see in this course, or you can use an add-in called Dynamics CRM for Outlook and do much of the work that you would do in Dynamics CRM directly in Outlook. And, while Dynamics mobile solutions are beyond the scope of this course, Dynamics CRM apps are available for Apple, and Droid and Windows mobile devices.
Microsoft sells two different flavors of Microsoft Dynamics CRM, an on premises server-based software and the current version of that is Dynamics CRM 2016, or as an online SAS, or software as a service, subscription called Microsoft Dynamics CRM Online. According to Wikipedia, Dynamics CRM is used by over 40,000 companies. The companies that use Dynamics CRM are able to consolidate their marketing, sales, and customer service data and store that all in one place, in one great data store, replacing dozens or hundreds of smaller databases and Excel spreadsheets and, "Where's our data now?" Rather than reentering data or even importing data, a company can connect Dynamics CRM to other enterprise systems like their accounting system or their inventory system.
With all of our data in one place, users clearly know where they should look to find and where they should enter information about sales, service, and marketing. Because we have this great big chunk of data, the data is easier to analyze. We don't have to consolidate it first. It's already consolidated. And analysis isn't the only win. Our users have instant access to relationship-building information. By consolidating and analyzing data in one large data store, companies, teams, and individual users gain meaningful insights about their sales and service efforts and information for process improvement.
Dynamics CRM uses security settings to control what you can access, what you can edit, what you can see. So, if there's something that I show you that is locked for you, or not enabled, or doesn't appear on your screen, then you probably need additional security permissions to see what I'm showing you. This course focuses primarily on the use of the browser-based version of Microsoft Dynamics CRM, which is Microsoft Dynamics CRM Online.
And we focus on its use largely for sales, with a secondary focus on service. Dynamics CRM is a broad, and deep, and heavily-customized product. Even if you and I had exactly the same version of Dynamics CRM, the odds are excellent that your screens will look different from mine, even down to the labels. So, that is simply the nature of this product and part of its beauty. Organizations embrace Dynamics CRM because they can customize it to enforce the processes that work for their organization.
- Viewing personal and team dashboards
- Creating and qualifying leads
- Converting activities to opportunities
- Working with customer service cases
- Managing case queues
- Researching solutions
- Running and exporting reports