Microsoft Dynamics business solutions energize and empower customer engagement with real-time information and collaboration. As the world grows smaller and more complicated, technology plays an important role and enables individuals to drive their vision while also helping organizations to manage their end-to-end business processes.
From customer engagement solutions powered by customer relationship management (CRM) software to enterprise resource planning (ERP), and from supply chain management to business intelligence and reporting, Microsoft Dynamics has a business solution that's just right for you.
And when you combine Microsoft Dynamics with Office, Skype, and Yammer, you can connect instantly with your teams. With Microsoft Dynamics, you can add collaboration and productivity to any device, anywhere.
What is Microsoft Dynamics CRM?
Microsoft Dynamics CRM is our customer relationship management (CRM) business solution that enables companies to market smarter, sell effectively and productively, and care everywhere. We provide social insights, business intelligence, and productivity with One Microsoft solutions. And we deliver Microsoft Dynamics CRM in the cloud, on-premises, or with a hybrid combination.
What is CRM? Customer relationship management—often called CRM, CRM system, or CRM software—is a business solution that helps companies improve marketing, sales, and service engagement with their customers to drive organizational efficiency, while helping to improve customer experience.
What can CRM do for my organization? CRM can help reduce costs and increase profitability by organizing and automating business processes that nurture customer relationships and satisfaction across all interactions—marketing, sales, and customer service. CRM solutions can deliver return on investment (ROI) through marketing automation, customer service, and sales force automation.
We also offer mobile CRM apps and platforms that enable you to manage your customer relationships on your mobile devices, along with tools that integrate data and reporting from social media directly into your CRM application.
Microsoft Dynamics CRM 2015 Professional
Includes sales force automation, Unified Service Desk, and Microsoft Social Engagement Recommended for sales professionals and customer support teams
Microsoft Dynamics CRM Online Professional includes:
Social media analytics
Workflows and approvals
Customer service automation
Unified Service Desk
Reports and personal dashboards
Integration via web services
Access to customizations and extensions
Minimum five-seat purchase requirement
Improvements to product selling features help increase sales
Improvements to the product selling experience help
sales operations managers and salespeople manage and
sell your company's products more effectively:
operations managers can easily add products to the
system and bundle related products togetherso
that salespeople can increase sales by encouraging
customers to buy a group of products instead of
single items. For example, you can pair a
top-selling product with a less popular one, create
groups of products to maximize the benefits for
customers when they buy, and offer special discounts
on bundled products.
operations managers can provide tailored pricelistsbased
on a salesperson's territory, or on the customer
segment they're assigned to.
operations managers or customizers can localize the
product catalog for different regions with
and import field translations, and localize product
attributes and metadata to make product details
available to salespeople in their preferred
Salespeople can visualize all the products and
product bundles your company sells by viewing
products in hierarchical charts (similar to org
pulling together an order, you can see all the
products that are available to sell, and how they're
related in a visual way. When you can see all
product possibilities in one view, you're less
likely to miss a potential sales opportunity.
Salespeople can see suggestions for cross-selling
and up-selling, and get recommendations for
accessories or substitutes.
Cortana support lets you speak CRM commands on Windows
Now you can speak your commands to CRM if you are using
Cortana on a Windows 8.1 phone. For a list of the CRM
commands you can use with Cortana, seeCortana
voice commands for Microsoft Dynamics CRM for phones.
Improvements to quick find make it easier to find
customer records on the web app
Improved search capabilities provide a quick way for
users to search across multiple record types on the web
app. Now, by entering keywords in the search box on the
nav bar, you can quickly find and navigate to a record
from anywhere in the web app.
In previous versions, quick find across multiple record
types was available only on the CRM for tablets app.
The search box supports using an asterisk (*) as a
To only see matches for a certain type of record, on the
search results page, you can select the name of the
record type from the drop-down list. Choose the tile for
a search result to open it.
To do more sophisticated searches, choose the newAdvanced
which is now on the nav bar.
Microsoft Social Engagement is now available for
With this release, you can access Microsoft Social
Engagement from within Microsoft Dynamics CRM, whether
your organization uses Microsoft Dynamics CRM Online or
CRM 2015 (on-premises).
New way to view accounts, products, and users helps you
see how info is related
With this release, users can see how info is related or
grouped by viewing accounts, products, or users in
hierarchical charts. You can choose a block of info to
get more details and navigate to the info you're
For example, from the hierarchical view foraccounts,
See how an account is doing in overall revenue
Drill into tiles for sub-accounts to see where the
deals are coming from
Find out who is working on an account and enlist
help from others by sending email or sharing the
account with other salespeople
View important details about each account, such as
credit limit and latest activity posts for the
From the hierarchical view forproducts,
you can see all the products available to sell, and how
they're related in bundles or families. Salespeople can
avoid missing a potential sale, because they can see all
related products in one view.
From the hierarchical view forusers,
you can find out who another team member's boss is, or
who else is on their team, without switching to another
Hierarchical views are also available on mobile.
To see hierarchies that show the relationships
between records, on the list of accounts, products,
or users, choose thehierarchiesbutton.
You can also choose theView
when you're viewing the screen for an individual
account, product, or user.
The CRM Basics guide helps users learn common tasks even
if their system is customized
In friendly, bite-sized servings that are never any
longer than a single page, the new CRM Basics helps new
users learn how to get around the system using tiles,
enter customer data, search for records, keep track of
interactions with customers by adding notes and tasks,
stay on top of their progress with dashboards – and
more. The CRM Basics includes sections targeted at sales
and service, so new users also get the run-down on the
basics tailored for their role.
Because the guide covers common tasks that apply to
anyone who uses Microsoft Dynamics CRM, it's relevant
even if the system has been customized.
Improvements to Quick Create let you add a contact
within an opportunity
Now, when a salesperson adds a new sales opportunity to
the system by using theCreatecommand
on the nav bar, the salesperson can also create a new
contact at the same time. In previous releases, the
salesperson needed to create the contact before using
the Quick Create command to add an opportunity.
New Outlook Configuration Wizard makes it easy to set up
and configure CRM for Outlook
Business processes now allow you to “branch” to
different steps based on rules and conditions
Now, business processes let you take a different
“branch” (and handle a customer differently), based on
things like the person's budget, the type of products
the person buys, when the person plans to buy your
products, or other conditions. For example, let's say
that in the process of qualifying a lead you learn that
the person plans to buy next quarter, which means that
you'll need to pull together a sales proposal and get
the right approvals. The business process you're
following guides you through the right steps to handle
this prospect, with no guesswork.
For a step-by-step guide to changing a business process
to match the way your organization does things, check
Customize a business process. This eBook is intended
for administrators or managers.
Create custom Help (training) designed just for your
If you customize Microsoft Dynamics CRM extensively, you
may want to replace the default Help content with Help
and training designed just for the people who use your
system. You can replace Help (by redirecting to a URL)
for the whole organization or just for lists and forms
for specific record types (entities). The page you
redirect to can be any valid URL you can paste into a
browser: a page on a SharePoint site or a webpage on the
Internet; even your team Wiki page, Intranet site, Word
document or PDF file. For more information, seeTechNet:
What's new for administrators and customizers in
Microsoft Dynamics CRM 2015 and CRM Online.