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