Microsoft Dynamics CRM

Dynamics CRM is a piece of business software, made by Microsoft. It's a customer relationship management software that helps businesses manage their customer database, generate new leads, engage with their customers, and resolve customer service issues.

Is a CRM solution right for your business?

CRM solutions help streamline workflows, increase collaboration, improve communication, and deliver a better customer experience for businesses of every size. CRM systems are no longer just a tool for large corporations—smaller businesses can find solutions that fit their needs and grow with them. A customer relationship management solution could be a great fit if your business could benefit from a single, centralised way to:

  • Get a holistic view of customers.

  • Connect sales and marketing.

  • Close more deals.

Know how CRM software works together

An effective customer relationship management tool assists with the automation of tasks, offers insights, and improves customer service. It should cover the basic tasks your company requires, while ensuring each component integrates and collaborates with one another. Here are three scenarios of how a modern CRM system can help you optimise and connect your sales, marketing, and service organisations.

Align sales and marketing

Sales and marketing components can work together to help you better understand a customer’s needs and address those needs through the right marketing channels. Some of the ways these two functions can work together to help you are

  • Connecting with buyers at the right time and through their preferred channels.

  • Determining what types of messages to send to customers and when to deliver them.

  • Prioritising and nurturing the right leads, ensuring a smooth hand-off from marketing to sales

Increase sales productivity

The right CRM software allows your sales team to find and prioritise the right leads and deliver insights when and where your sales teams engage with customers. These systems can work together to

  • Predict future sales and budgets so you can plan accordingly.

  • Help your agents streamline the sales process—from initial contact to closing the deal.

  • Have client data centralised so that agents have access to real-time information and can deliver solutions quicker.

  • Offer your sales staff mobility options that work across browsers and devices.

Build better customer relationships

Bringing customer service and sales together helps you determine and predict your customers’ preferences and makes it easier for your buyers to interact and trust doing business with you. When these two solutions combine, they can help you:

  • Get insights into your customers’ journey so you can meet their expectations.

  • Provide mobile applications for your clients and staff no matter what device they’re using.

  • Offer customers an easy-to-use, self-service portal so they can be in control of their data and quickly find answers to their questions.

CRM systems: marketing, sales, and service


Execute multi-channel campaigns and improve marketing ROI. CRM marketing capabilities also:

  • Determine the types of customer messages you need to send and the right time to send them.

  • Seamlessly integrate with sales and analytics to find, nurture, and convert leads.

  • Help create and send messages using your customer’s preferred channel.


Give your sales staff an overview of your customers, while helping you identify new business opportunities. It should also offer options that help you:

  • Share sales performance and key metrics with your staff.

  • Identify and engage with the right buyers to grow sales relationships.

  • Use artificial intelligence (AI) to help you know what steps you should take during every step of the sales process.

Customer service

Help your brand stand out and meet client service expectations, so they’ll want to do business with you, and in a perfect world, give you their trust. CRM systems also let you:

  • Engage with customers on their preferred channel or device.

  • Use data and intelligence to learn how to provide better service and reduce costs.

  • Offer a 360-degree view of your customer to help your agents deliver personalised service.

Field service

Offer connected and proactive service that helps your technicians deliver positive onsite experiences for customers. It should also provide tools that:

  • Help your technicians improve service, reduce resolution times, and earn customer trust.

  • Automate scheduling so that the skill set of the technician matches the service request.

  • Offer customers an easy-to-use self-service portal to track technicians or get recommendations.

How a CRM system benefits your staff

Exceptional CRM systems offer agents the latest customer and client information in real time, so they can easily view customer data and create personalised experiences in these ways:

  • Get up-to-date data and analytics that help your sales staff identify and prioritise opportunities.

  • Gain insights into customers and their needs so staff can tailor marketing communications, sales offers, and service.

  • Centralise customer information, which reduces search and follow-up time for your employees.

How a CRM system benefits your customers

The right systems also benefit your clients and customers. You can give them the tools to help them interact with you and become loyal customers. Other benefits include:

  • Allowing customers the ability to communicate through any channel and on any device.

  • Giving customers access to more data so they feel informed and empowered in purchasing decisions.

  • Offering customers the tools to schedule service that accommodates their preferences and availability.