MICROSOFT DYNAMICS CRM IS NOW D365
In November 2016, Microsoft Dynamics CRM was relaunched as Microsoft Dynamics 365. The newly launched Microsoft Dynamics 365 platfrom offers a powerful combination of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) functionality.
What is Customer Relationship Management in a nutshell?
CRM for many businesses is delivered via a powerful platform that stores customer data and records customer interaction. The CRM platform such as Microsoft Dynamics 365 then provides insights and intelligence to the business on areas that can help better sales, marketing, operations and customer service. With CRM businesses can better understand customer buying habits, increase loyalty, upsell opportunities, and otherwise improve revenues by utilising CRM. Implementing CRM is a complex undertaking, given that each business is totally unique to each business.
What was Dynamics CRM?
Microsoft Dynamics CRM was a leading CRM platform used by millions of businesses globally. It could be customised in a modular form to suit your specific business needs and had 3 main components:
- Sales automation – customer tracking from lead to client through classic sales cycle, KPI and sales effectiveness evaluation, display clients on the map.
- Service automation – focus on customer service, customer support through different channels, call indicators tracking, call resolution.
- Marketing Automation – marketing campaigns, marketing emails automation, social media posting.
What’s the difference between Dynamics CRM and Dynamics 365?
Microsoft Dynamics 365 offers a host of extended functionality that was offered with Dynamics CRM but you had to undertake custom coding and development to enable it. It also now includes the operations features that Dynamics AX offered and a completely modular licensing option. This new license pricing option enables businesses to only pay for the functionality (modules) that are relevant to their operational needs.