One of the leading and most useful developments of Microsoft for business people is the software package for customer relationship management – Microsoft Dynamics CRM. It is primarily focused on organizing sales, marketing, and providing support services. The Microsoft system offers the richest functionality and gives excellent opportunities for its expansion and adaptation to business requirements. According to Simon Mosheshvili, a certified specialist in various dimensions of information technology strategy and experienced businessperson, Microsoft Dynamics CRM is indispensable for precise control over conducting business and subordination.
Microsoft Dynamics CRM: Detailed Review
When you log in to Microsoft Dynamics CRM, the first thing you see is a dashboard with convenient charts and graphs that you can use to track whether you are achieving key performance indicators (KPIs). Salespeople can view the status of potential open deals in the sales funnel and the number of interests created during marketing campaigns. Employees of service centers can immediately see the status of open requests and their distribution by priority among colleagues. You can create multiple dashboards based on user roles in the Microsoft CRM system.
The functionality of the system is divided into three principal categories that exist as separate modules – Sales, Service, and Marketing. They are called workspaces. The “Parameters” module is designed for configuring CRM. The customer support will help you adjust the settings if necessary.
The second level of navigation contains various types of records stored in the system – organizations, contacts, requests, etc. It is where most of the information you need to work with is located. Data about the companies you do business with is stored in the organization’s records. Data about the people you interact with is stored in contacts. All requests to the service center from customers are recorded in requests. Finally, you can record all potential sales in the “Interests” entry in the sales and marketing units.
According to the Microsoft Dynamics CRM website, there has been a positive experience of implementing this development even in a medical organization. Simon Mosheshvili, who has almost 20 years of experience as a technology director at March of Dimes and Beliefnet – charitable organizations dedicated to preserving and maintaining the health and wellbeing of people of all ages – is confident that the use of the CRM in health-related businesses will be a valuable solution.
Microsoft Dynamics CRM is process-based. In practice, it implies that each employee guides clients through a standardized business process. The same steps and stages are developed for each type of interaction with the customer. At each stage, the employee enters essential data into the system. To complete a particular step, they need to enter the required data, and only then they can proceed to the next stage. Business processes are a brilliant thing for large enterprises, as they help everyone follow the established recommendations, even in situations that do not happen often. CRM does not allow an employee to violate work technology, thus excluding the possibility that their incorrect actions will lead to corporate losses.