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Understanding of the Options For Deploying Microsoft Dynamics CRM

Published By: Jay Raval

Microsoft Technology Others

Introduction of CRM:

CRM is the abbreviation for “Customer Relationship Management”. It describes all aspects of interaction that a company has with its customer, whether it is sales, marketing or service (help desk) related. CRM is most commonly used to describe a business-customer relationship. Many organizations turn to CRM software to help them to manage their customer relationships in more efficient manner. CRM software is offered on-premise, on-demand or through Software as a Service.

Introduction of Microsoft Dynamics CRM:-

Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft. MS Dynamics CRM is basically a Client – Server application and developed using .NET technology. Client can access MS Dynamics CRM either by using a web browser or by a Microsoft Outlook plug-in. The current version available in the market is Microsoft Dynamics CRM 2013.

Deployment Options for Microsoft Dynamics CRM: Microsoft Dynamics can be deployed on-premise or in the software-as-a-service (SaaS) model.

1 Microsoft CRM On-Premise
• Microsoft CRM can be installed directly into your IT environment (on-premise), regardless of the size of your organization
• You need to have the necessary hardware infrastructure on-premises for deployment.

2 Microsoft CRM On-line, software-as-a-service (SaaS)
• Microsoft CRM can be deployed using Cloud technology offering simple deployment; for anywhere & anytime access
• This option contain subscription based pricing
• You do not need the hardware infrastructure for this; you use the Microsoft cloud.

Important Modules of Microsoft Dynamics CRM: Following are the major modules that MS Dynamics CRM contains:

1 Sales Force Automation
• Sales department can track sales related activities by this section
• Sales department can,
• Manage Leads
• Manage Accounts & Contacts
• Manage & track quotation, orders & invoice
• Manage & track communication activities with the customer
• Run various Campaigns and measure their success
• Create and manage Product related database

2 Marketing Automation
• Marketing department can manage marketing related activities by this section
• Marketing department can,
• Plan and work with campaigns
• Create and manage marketing lists
• Understand campaign response
• Manage lead generated from specific campaigns

3 Customer Service Management
• Customer support and Product support department can manage customer service related activities by this section
• Customer and Product support department can,
• Create and track individual cases
• Share common problems and solutions in knowledge base
• Create and manage customer contracts

4 Appointment based Service Scheduling
• Customer service representatives can manage service scheduling activities by this section
• Customer service representatives can,
• Define and manage service related information
• Manage and identify available resources for service activities
• Define and Manage work schedule for resources

5 Reporting and Analysis
• Generate reports and analyze data as per the user’s requirement
• User can generate following types of various reports,
• Run a default given reports
• Create an ‘Advanced Find’ query to find a filtered set of required records
• Create a custom reporting using Microsoft SQL Server Reporting Services or other reporting tools
• Export the record (filtered) list for further analysis or use in other departments.

6 Customization Capability
• System administrator can customize MS Dynamics CRM to fit the needs of their business
• Using the customization capabilities of MS Dynamics CRM, user can,
• Create new Microsoft Dynamics CRM entities, attributes, and application forms as per the need of their business / organization without custom programming
• Customize forms and views for enhanced integration with other Web applications, portals and business systems
• Apply form validation and add client-side business logic through scripting

7 Workflow
• User can use additional workflows in the MS Dynamics CRM to further automate their organization’s business logic
• User can make workflows available as on demand workflow or automatic workflow

8 Help
• Help provides conceptual overviews for each area and step-by-step procedures for performing the necessary tasks
• Help is updated periodically
• User can check for a more recent update by clicking on the Microsoft Dynamics CRM Help menu, click ‘Help Updates’

9 Resource Center
• User can view articles explaining how to do common tasks, and also includes links to the Microsoft Dynamics CRM community newsgroups, blogs, and trainings in the resource center section
• The Resource Center is updated regularly by the community

10 Documentation Feedback
• In every given help topic, user can rate regarding whether it was helpful to them or not
• User can provide their feedback in English language only
• User’s feedback will be useful for make improvements into the Help Section and provide necessary content delivered to the Resource Center

Further Reading Reference:

  1. http://www.microsoft.com/en-in/dynamics/crm.aspx
  2. http://www.crmsearch.com/microsoft.php
  3. http://www.manasyst.com/MicrosoftDynamicsCRMObjectivesIntroduction/tabid/294/Default.aspx


Jay Raval

Jay works as a Business Analyst with Silver Touch Technologies Ltd. He has a total 3+ years of professional experience as a Business Analyst in Product as well as Service Industry Domain. As a Business Analyst, he has well versed in analysis of various kinds of website and web application based on different technologies platform as well as CRM software. You can also find him on Facebook, LinkedIn and GooglePlus.

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