Dynamics CRM

The Dynamics CRM customer relationship management (CRM) application and online service help workers manage marketing, sales, and customer service processes and provide a platform for other business processes, such as logistics or recruiting. Recent improvements to the Microsoft-hosted Dynamics CRM Online service will help integrate the service with on-premises applications and other systems, and the service will also debut improvements planned for the next major release of the on-premise application, which will probably come in the second half of 2010.

Dynamics CRM Growing Quickly

Dynamics CRM is available both for installation on customer systems and as a Microsoft-hosted online service. Out of the box, the on-premise software and the service support three main front-office tasks:

Customer service. Dynamics CRM provides tools for logging, assigning, and tracking customer incidents or cases; creating and managing knowledge bases, such as collections of articles describing problem-resolution steps; and scheduling and dispatching service calls, which is particularly useful for companies that do onsite installation, maintenance, and repairs.