What is CRM?

Microsoft Dynamics CRM 4.0 is a fully integrated customer relationship management (CRM) system. Microsoft Dynamics CRM gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post-sales. With tools to enhance your company's sales, marketing, and customer service processes—along with native Microsoft Office Outlook integration—Microsoft Dynamics CRM delivers a fast, flexible, and affordable solution.

Microsoft Dynamics CRM helps you drive consistent and measurable improvement in everyday business processes.

Marketing
Sales
Customer service

A clearer view of customers and more informed marketing investments
Segment customer lists into distinct benefit groups and then market to one or more of the identified segments using a workflow-driven model. With Microsoft Dynamics CRM, your marketing professionals can leverage tools for:

•	customer segmentation
•	campaign planning and execution
•	data extraction and cleansing
•	analytics and reporting
•	marketing/sales collaboration tools
•	information sharing portals

Get more leads and close more business
Access a complete view of customer data online or offline, and leverage tools that enable your sales professionals to get real-time access to leads, identify cross-sell and up-sell opportunities, and close more deals, faster. Microsoft Dynamics CRM provides:

•	lead and opportunity management
•	account and contact management
•	territory management
•	forecasting and sales analytics
•	offline and mobile device access
•	quick access to products, pricing, and quotes

Provide more value to customers
Respond faster to customer service issues and empower your service organization to anticipate, address and deliver consistent, efficient customer care that contributes to long-term business profitability. Microsoft Dynamics CRM provides functionality for:

•	account and contact management
•	case and interaction management
•	product and contract management
•	knowledge-base management
•	service scheduling
•	workflow across teams and groups
•	service reporting and analytics

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Works the way you do

With a streamlined user interface, wizard-based tools, and close integration with Microsoft Office applications, Microsoft Dynamics CRM works the way your people work.

•	Consistent business processes with flexible business automation tools built on the same foundation as Windows, the Windows Workflow Foundation (WWF).
•	Conduct business globally with full support for multiple languages, multiple currencies, and across multiple time zones.
•	Model your business accurately with out-of-the-box support for many-to-many business object relationships and self-referential business relationships.

Works the way your business does

Microsoft Dynamics CRM provides choice and flexibility in how you implement and customize your CRM application so you can achieve the best possible fit for your business.