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It’s impossible to undermine the significance of the CRM process for all businesses. It can be challenging for even the most successful companies to generate revenue without a proper, well-functioning CRM process in place.
When it comes to business software, Microsoft is a prominent player, offering various solutions for managing customer experience, relationships, and service. But, due to their extensive experience in the field, Microsoft’s product offerings can be a bit consuming.
If you’re intrigued by Microsoft Dynamics 365 services and want a deeper understanding of their primary CRM solution, you should read this article for a comprehensive overview!
Known by the informal name “Microsoft Dynamics CRM,” it represents the leading solution from the company for fostering customer relationships. Microsoft Dynamics CRM comprises various sub-systems and apps that provide a range of purpose-built tools for project management, sales, marketing, and analytics.
The initial version of Microsoft CRM emerged during the 1990s, followed by the release of the first edition of Microsoft Dynamics CRM in 2003. Over time, the product gained momentum, undergoing several refinements along the way.
Microsoft originally had the idea to create Project Green, an all-inclusive solution, by fusing many ERP sub-systems into a single CRM application. However, this concept could not be executed entirely at the time due to certain technological limitations.
As a result, Microsoft decided to maintain two independent products: Dynamics CRM, a specialist customer relationship management solution, and Microsoft Dynamics, the company’s main ERP system.
Microsoft made a huge step forward in 2007 when it released Dynamics CRM’s first online edition. This version was available to users via a specific CRM Online service portal hosted online. As the system was no longer exclusively dependent on on-premises storage options, this was a significant turning point in the evolution of cloud-based CRM software.
For Microsoft Dynamics CRM, product development speed quickly increased in the 2010s. A major factor in development was the rising expectations of end users for more customization and flexibility to fit with their changing marketing tactics.
A new solution layer was added with the introduction of Dynamics CRM 2011, allowing developer partners to provide controlled packages of modifications and online resources to businesses, much like installing apps on a smartphone.
Additionally, Microsoft started updating its products every two years, considerably different from the 2-3 year upgrade cycles that were then the industry standard.
The Dynamics CRM 2011 edition provided a more user-friendly interface in addition to improvements to the underlying architecture. This included new charts and dashboard features that allowed for real-time data analysis. Subgrids, headers, and footers were added to the forms, which added a more personalized user experience atop the already adaptable CRM platform.
Microsoft significantly altered Dynamics CRM in 2016 by placing a high priority on the creation of a scalable, cloud-native CRM system. As a result, Microsoft Dynamics 365 Customer Engagement, positioned as the replacement for all older versions of Dynamics CRM, was unveiled.
As of right now, Microsoft still refers to its CRM products as Microsoft Dynamics 365 Customer Engagement. FOR EXAMPLE, Microsoft CRM and earlier Dynamics 365 versions have either been decommissioned or are about to enter their end-of-support period.
The most recent on-premises version of Microsoft Dynamics CRM, Microsoft Dynamics 365 Customer Engagement (CE), was released in 2016 as an update from an earlier version. User-friendly interfaces, real-time data connection, and seamless integrations with other Microsoft applications are all aspects of this software.
However, Microsoft’s product positioning has changed, which has caused some ambiguity. There isn’t a Microsoft CRM product that is official at the moment. Instead, consumers can integrate various Dynamics 365 sub-modules to satisfy their unique requirements and build their own personalized solutions.
Depending on your licensing, Microsoft Dynamics gives the flexibility of being implemented either on-premises or in the cloud. For instance, Dynamics 365 Customer Engagement is intended for on-premises implementation.
In contrast, products like Dynamics 365 Sales, Customer Insights, and Marketing are entirely cloud-based solutions. The deployment option you choose will rely on your unique needs and preferences, giving you the freedom to choose the best solution for your company’s objectives.
With the help of Dynamics 365, managers are given a wide range of tools for efficient customer relationship management from the initial point of contact through continuing nurturing and assistance.
The capacity of Dynamics 365 to be designed to support any stage of the customer journey, regardless of its complexity or length, sets it apart from other well-known CRM platforms.
Dynamics 365 guarantees that your teams can access all the required tools inside a single interface by offering a unified and collaborative workplace, encouraging smooth workflow continuity.
Here are some other advantages of Microsoft Dynamics 365:
- Increased employee efficiency is made possible by intelligent automation, continuous workflow, and contemporary user interfaces. D365 Sales may help each seller save up to 83 hours of labor each year.
- Total management of customer relationships. Utilize consolidated analytics, collaboration tools, and built-in technologies to optimize each client touchpoint from a single workspace.
- Data-supported judgment. Make use of native AI solutions for conversational intelligence, at-scale data analytics, and real-time context clues. Combine third-party and bespoke analytics models with Microsoft Business Intelligence technologies.
- Improved safety. Store, handle, and securely communicate sensitive custom data. Take advantage of Microsoft’s most recent compliance, cybersecurity, and access and identity management developments.
- A single picture of client profiles and behavioral information enables better personalization. With consolidated customer management technologies, deliver consistent experiences throughout touchpoints and amongst corporate reps.
- Interdisciplinary cooperation. Eliminate departmental silos and combine multiple-step procedures into a single solution. Ensure that all teams, regardless of location, have access to the knowledge and subject-matter experts.
- Dependable automation. Smart process builders and contextual suggestions are available in Dynamics 365 products to streamline repetitive tasks. Furthermore, Power Platform-built low-code apps may provide your employees with additional capabilities.
Dynamics 365 is promoted mainly as a Software as a Service (SaaS) product that runs in the cloud. However, an on-premises version of Dynamics 365 is also called Dynamics 365 Customer Engagement (CE). The on-premises D365 CE is supplied as a consolidated license comprising a collection of apps from many divisions, including Sales, Marketing, and more.
It’s crucial to remember that the on-premises Dynamics 365 CE setup has some restrictions. The on-premises version may not have access to the most recent Microsoft CRM technologies and receives fewer regular upgrades than its cloud-based counterpart. Additionally, select the on-premises deployment option. Your business will be responsible for paying for the costs of running a data center and ongoing maintenance and software fees.
Dynamics 365 cloud is implemented on the Microsoft Azure cloud platform, which benefits from a vast worldwide network of data centers. Multinational organizations can choose one or more deployment regions for their Dynamics 365 in order to enhance performance and reduce latency.
According to the Service Level Agreements (SLAs), Microsoft is entirely responsible for protecting, enhancing, and updating the Dynamics 365 software. Additionally, the committed support team quickly resolves any problems with product uptime or performance problems, guaranteeing consumers a dependable and fast service.
The number of users and the sub-modules you choose (Sales, Marketing, Customer Service, etc.) will determine the price of your Dynamics 365 CRM. Multiple goods can be bundled together to receive discounts. For instance, each new eligible Dynamics app costs only $750 per tenant/month, whereas Dynamics 365 Marketing starts at $1,500 per tenant/month.
The cost of Dynamics 365 also varies depending on the license level and features offered. The monthly cost for a Professional Sales license for D365 Sales is $65, while the monthly cost for an Enterprise Sales license is $95.
To sum up, Microsoft has established a strong portfolio of customer relationship management tools over several decades. Its flagship CRM solution, Dynamics 365, is a highly adaptable and customizable cloud-native platform that can be tailored to fit various industries and sales cycles.
By embracing Dynamics 365, organizations can invest in the specific CRM features they require at present while also ensuring seamless access to advanced tools to support future growth.
For expert guidance on leveraging the capabilities of Dynamics 365, you can reach out to Edvantis, a reputable company specializing in software development and consultancy (https://www.edvantis.com/), for valuable assistance and insights.