Dynamics Crm Hosting – At the core of Microsoft Dynamics CRM functionality is relationship management. All customer touchpoints such as phone or email interactions, appointments, exchanged letters, faxes, etc. can be captured to generate a single view of the customer.
Microsoft Dynamics CRM has three broad functional modules: Sales, Marketing, and Service (or Customer Service). The key difference is the framework that allows customers and partners to rapidly build comprehensive CRM applications, also known as xRM applications.
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Comprehensive CRM applications can be industry- or vertical-specific solutions such as citizen or student service management, or they can be relationship-based applications such as distributor or vendor management, patent management, employee self-service, and asset management. Core workloads and comprehensive CRM applications take advantage of an expressive agile application development framework that provides the underlying relationships, interactions, processes, and insights.
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Shopping decisions are often made before you join. To win, sales must adapt quickly. By using familiar, intuitive and easy-to-accept solutions, your sales team can be more productive in the office or on the go. With Microsoft Dynamics CRM Online, they have unique access to social data for lead generation and relationship management to make every customer conversation more relevant, valuable and effective.
Your sales reps can easily collaborate across teams, geographies and workgroups across their pipeline with instant visibility from anywhere on any device. The Microsoft Dynamics CRM sales automation process includes lead generation, lead-to-opportunity conversion, order management, and invoice tracking.
In this digital age, marketers need the ability to easily plan, execute and scale campaigns from start to finish. Microsoft Dynamics helps you connect your customers to bring your marketing vision to life.
Reduce your time improving brand consistency and messaging by gaining deep customer insights that help you plan effectively and execute flawlessly. Enterprise-ready collaboration means working well with your team and other agencies—brand, content, and events—to stay aligned and agile.
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Microsoft Dynamics CRM provides comprehensive capabilities for customer service and enables you to manage and exceed SLAs to help reduce service response times, improve incident resolution, and improve customer self-service.
You can deliver responsive, relevant, effective service anywhere, anytime, on any device. Connect with your customers on any channel, deliver service on their terms, and empower your teams to quickly meet today’s customer expectations.
Turn emotion into opportunity with Microsoft Social Listening. Oversee brand presence and strategic initiatives across marketing, sales and customer service.
Microsoft Dynamics CRM Online provides social capabilities for organizations to analyze and act on market intelligence from social conversations, connect more effectively with their customers, increase business agility, increase customer loyalty, and accelerate your organization’s success with social capabilities.
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Microsoft Dynamics CRM comes with a native mobile app. CRM entities are accessible via mobile devices and can be configured to display only key information relevant to the field. Users can view, update and create CRM data on the go, allowing for increased productivity when working remotely. The Microsoft Dynamics CRM application can be further customized or extended to meet complex requirements.
The Microsoft Dynamics CRM mobile app offers offline capability that enables users to access and capture important information in areas where there is no internet.
Microsoft Dynamics CRM provides a security model that protects data integrity and confidentiality and supports efficient data access and collaboration. The main features are listed below.
Microsoft Dynamics CRM reporting capabilities use the flexible and robust SQL Server product portfolio to create, analyze, process, and present reports. There are several ways to view relevant data using features provided with the product, including some described in this section. A description of the supporting components with Microsoft SQL Server and Dynamics CRM demonstrates the potential for future reports and more detailed analysis.
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SSRS provides a rich reporting platform that allows the incorporation of business intelligence dashboards and customer analytics through a standard, easy-to-use interface. Reports access data from CRM by adhering to the security role assigned to the user running the report and provides standard export options for further processing or distribution such as PDF, TIFF and Excel.
Microsoft Dynamics CRM includes a comprehensive software development kit (SDK) and application programming interface (API) that can be used to extend and customize the system to meet unique business needs and connect to other technologies (or systems) through web services; It reduces operational costs and provides quick access to business functionality or data in Microsoft Dynamics CRM. Includes SDK guidelines and code samples for developing plug-ins and web service-enabled technologies for advanced integration and extension/integration with Microsoft Dynamics CRM.
Web services in Microsoft Dynamics CRM use a common integration framework to connect to business systems, applications, and processes. You can take advantage of UI extensibility by using web resources and buttons that can call external systems for data persistence within Microsoft Dynamics CRM. Microsoft Dynamics CRM offers several programming models designed to give you the flexibility to decide what is best for your integration needs. Microsoft Dynamics CRM provides a robust set of APIs and support for XML web services (SOAP and WSDL) and REST. These web services are used for data transfer or orchestrating the process over the Enterprise Service Bus (ESB). The main web services for system integration are listed below.
Microsoft Dynamics CRM Online 2016 Update and Web API for Microsoft Dynamics CRM 2016 (on-premises) are new and provide the same functionality as Organization Services (see below). Web APIs provide a development experience that can be used across a variety of programming languages, platforms, and tools. Web API OData (Open Data Protocol), version 4.0, implements the OASIS standard for building and consuming RESTful APIs over rich data sources. You can learn more about this protocol at http://www.odata.org/. Details of this standard are available at https://www.oasis-open.org/standards#otav4.0. Because Web API is built on open standards, Microsoft does not provide assemblies for a specific developer experience. You can use third-party libraries to compile HTTP requests for specific functions or generate classes for your desired language or platform. You can find a list of libraries that support OData version 4.0 at http://www.odata.org/libraries.
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Enterprise Services, sometimes called a “SOAP endpoint,” is available starting in Microsoft Dynamics CRM 2011. This is a web service that most developers working with Microsoft Dynamics CRM are already familiar with. The organization service is optimized for use with .NET. The Microsoft Dynamics CRM SDK provides a set of assemblies and tools that streamline the development process and allow you to generate strongly typed classes and proxies to enjoy a better development experience using Microsoft Visual Studio. If there are no requirements to support other platforms, you don’t need to jump to Web API right away. Business logic implemented in server plug-ins or workflow assemblies expects organizations to use the service. Input and output parameters use specific classes defined with the assemblies that support the organization service.
Microsoft Dynamics CRM supports claims-based authentication using federated identity technology, and CRM can use Active Directory Federation Services (ADFS) to authenticate online users. This technology helps simplify access to applications and other systems using an open and interactive rights-based model that gives users access to applications on-premise, cloud-based and even across organizations with single sign-on. Microsoft Dynamics CRM Online has the ability to use any standards-based authentication provider, including Active Directory Federation Services (ADFS), which supports LDAP.
Microsoft Dynamics CRM and CRM Portal (ADX Studio) are tightly integrated in the Office 365 Microsoft Cloud, enabling Microsoft to co-locate CRM data in the portal under the Office 365 environment. CRM Portals turn Dynamics CRM into an interactive, web-based sales, service, support and social contact platform with dozens of applications and pre-configured portal websites. Users must first register and then they can access their personal and account information for self-service using their valid credentials. This applies to retail customers, commercial customers and suppliers as well.
A traditional CRM implementation consists of related business processes that internal CRM users engage with for sales, service, project, and marketing purposes. As customers engage through multiple channels such as email, phone, in-person, social and web, and users prefer to engage with organizations via web and mobile, the opportunity for CRM to play a key role in all these interactions is huge.
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Providing a web portal interface takes these user trends and brings any engagement, including partner and employee opportunities, directly into CRM to create a modern connected experience for external users and internal business operations. A CRM portal brings Dynamics CRM data to the web for customers, employees or partners in business processes. Enabling portal users and internal CRM users to work together with self-service capabilities maximizes the effectiveness of each interaction. It allows businesses to scale their operations to reduce manual, call center costs
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