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Microsoft Dynamics CRM – Customer Relationship Management Software


Microsoft dynamics customer relationship management software is primarily an IIS based web application with client server architecture and which can be accessed by Internet explorer 6 and above versions. It supports activities of sales, marketing and help desk however Microsoft claims that by using its proprietary technologies based on.Net framework can enhance this product to support other related activities too. Microsoft intends its CRM software to be used as XRM platform by its business partners for making it versatile to handle activities those are beyond generally perceived customer centric activities. This CRM software is available in four versions for clients and partners and has upward compatibility which allows its clients to easily switch on the higher version as their requirements grow.

Microsoft dynamics CRM is available in few languages and is very well integrated with Microsoft products like MS office and Microsoft windows small business server. This CRM application is easily customizable to adjust according to the requirements of the user and third party tools can be integrated for additional features. The internal customization of Dynamics CRM is easy too, forms can be customized for providing familiar or easily understandable looks, business work flow can also be customized, custom objects can be added to support extra activities, and this application can send E-mails and raise alert alarms for next step in the activity or pending work. E-mail campaigns can be managed easily and responses tracking can be done too, service scheduling provides support to all the activities from logging, dispatching to tracking and follow-up.

Microsoft dynamics CRM software’s major components are MSSQL database, web services layer, system services layer, query processor, processor for secured ad-hoc queries using XML, plug-ins and reporting services. The SDK provided with the application builds on the platform for customization or integration. The web services layer manages the communication of applications, with other components and the database, developed for enhancing functioning, the server platform is responsible for creating domain specific objects and provide building blocks of the application. The incoming and outgoing E-mails are processed by the Microsoft exchange server.

Some features of Microsoft dynamics CRM makes it an effective tool for fruitful and productive customer relationship management. It provides very tight integration with Microsoft products and MS office, this gives it ease of use, familiar navigation and user experience. It provides advanced business intelligence tools such as advanced real time dashboards which can be used in individual and shared mode for more insights. Its flexibility allows the users to create personalized work place by setting up default pane and tab which opens whenever CRM is opened online. Creation of role based forms enhances security features and helps the employees in accessing the relevant information quickly rather then searching their required data from number of records and fields. Customization and integration was always easy in Microsoft dynamics CRM which has been enhanced by providing facilities of importing customized solutions already developed by other users or vendors.

Microsoft dynamics CRM provides complete solution and upcoming versions of the software may have even better and helpful enhancements like integration with Microsoft NAV and SharePoint which will boost up the productivity of the solution even further.


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