Microsoft Dynamics CRM is a multi-lingual customer relationship management software package developed by Microsoft. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk) sectors, but Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (but .NET based) framework to customize it to meet many different demands.

Dynamics CRM is a server-client application, which is primarily an IIS-based web application and supports extensive web services interfaces. Clients access Dynamics CRM either by using Microsoft Internet Explorer 6 or later web browser or by a thick client plug-in to Microsoft Outlook.  While other browsers can be used to access Dynamics.

        Key Features

• Planning and Budgeting
• Data and List Management
• Campaign Management
• Response and Lead Marketing
• Marketing Analytics
• Marketing Workflow
• Surveys
• Knowledge Tests
• Template/Doc. Attachment
• Sales Team Territory Planning
• Sales Lead Management
• Opportunity Management
• Pipeline Management
• Forecasting and Sales Analytics
• Sales Workflow Productivity
• Sales Quota Management
• Proactive Sales and Support
• Account and Contact Management
• Interaction and Knowledge Management
• Case Management and Scheduling
• Service Scheduling
• Real Time Insight, Reporting, and Analytics
• Customer Service Workflow
• Complaint Management
• E-Form Management
• Inbound
• Outbound
• Call Scripting
• Call/Session Tracking
• Performance Management
• Reporting
• Drill-Down Analysis
• Predictive Analytics
• Visualization
• Master Data Management
• Customer Search/Profile
• Administration
• General Application Features