Products: Microsoft CRM

Accessible from Microsoft Outlook and the Web, Microsoft CRM Sales helps sales people manage leads and opportunities, measure and forecast sales activity, efficiently track customer communications, and automate stages in the sales process—helping ensure a shorter cycle, higher close rates, and improved customer retention.

Microsoft CRM Customer Service
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Offer superior customer service and increase capacity to handle requests, without adding employees. Microsoft CRM Customer Service helps your service representatives track customer requests, manage support issues from initial contact through successful resolution, and provide customers with the consistent, efficient service that ensures satisfaction.

Microsoft CRM Marketing
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Works the way your marketing staff works
Marketing Automation in Microsoft Dynamics CRM addresses five common marketing scenarios:

  •   Target the best customers Your sales representatives need a way to easily target their best customers with promotions, call-downs, and e-mail communications.   
  •   Run quick sales campaigns Sales representatives can use this tool to help them quickly and easily connect with business prospects and customers—perhaps to improve business quickly to make quarter-close numbers. Your representative wants to quickly create a list, send a mailing, and track responses to keep connections up to date.   
  •   Launch a corporate marketing campaign With responsibility for several well organized marketing campaigns each year in support of new product launches, your marketing staff might want to automate task planning, list creation, task assignment, cost tracking, and the many other tasks involved in complex campaigns. Now they can.   
  •   Enable cross-department handoffs for sales-driven campaigns Sometimes your marketing staff plans a campaign that your branch office or sales team executes. These efforts require cross-department collaboration, execution, and tracking.   
  •   Send bulk e-mail messages Every company wants an easy way to gather a list of leads or customers, send a mass e-mailing, and track responses.  


Create lists, plan campaigns, track results, and more
Microsoft Dynamics CRM provides the following capabilities to meet marketing business needs:

  •   List creation Microsoft Dynamics CRM enables you to create and manage lists of accounts, contacts, and leads. You can create lists using the Advanced Find feature, a built-in search capability, or import lists from other sources.   
  •   Quick Campaign Once a sales representatives creates a list, he or she can create a Quick Campaign. This feature creates phone call, e-mail, and appointment activities for later execution, sends bulk mail-merged e-mailings, and creates mail-merged letters and faxes. Microsoft Dynamics CRM automatically tracks responses and makes it easy for representatives to see what actions are finished versus outstanding.   
  •   Campaign management Microsoft Dynamics CRM makes it easy to run sophisticated marketing campaigns involving many people, deliverables, and deadlines. The Help & Assistance Pane walks your marketing manager through the steps of planning and executing a campaign, including planning tasks, marketing lists, focus products, follow-up activities, supporting literature, and cost and revenue goals. The marketing manager can assign tasks to different staff members, import leads, convert leads to opportunities, view costs and results, and more.   
  •   Campaign response Track campaign results with built-in reporting and analysis tools based on Microsoft SQL Server Reporting Services. Link responses to campaigns (ad versus seminar), automatically assign appropriate follow-up (salesperson calls), analyze costs versus payoff, and create customized campaign tracking reports.  

Microsoft Dynamics CRM makes it easy for your marketing staff to take advantage of the customer data you already have. It's easier to join efforts with sales and easier to judge the success of marketing efforts. Overall, Microsoft Dynamics CRM works well for marketing because it works the way you already work.