Understanding of the Options For Deploying Microsoft Dynamics CRM

May 13, 2014 Published by: Jay Raval

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