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Microsoft Dynamics™ CRM version 2011, an all-new customer relationship management (CRM) system that gives every customer-facing employee the information they need to truly impress customers. With Microsoft Dynamics CRM, you can create a centralized repository of customer data that sits neatly alongside Microsoft Office and Microsoft Office Outlook-the applications your employees probably use every day. From Outlook, employees access Microsoft Dynamics CRM sales, marketing, and customer service modules to make sales decisions, market products, solve problems, and get strategic views of the business. It's CRM that works-and works very well-because it works the way your users already do, works the way your business already does, and works the way technology should.
Microsoft Dynamics™ CRM 2011 was designed to give businesses what they want most in a CRM system-a customer relationship management that people will use. It works the way your business does. Your information technology (IT) staff can integrate Microsoft Dynamics CRM with existing systems. Your sales forces can use Microsoft Dynamics CRM without ever leaving Microsoft Outlook.
Microsoft offers CRM in two editions-Microsoft Dynamics CRM 2011 Small Business Edition and Microsoft Dynamics™ CRM 2011 Professional Edition. Both build on previous versions to help businesses of all sizes develop stronger and more profitable relationships. Here's a quick look at the latest Microsoft CRM features.

Improved Microsoft Office Outlook integration: Work without leaving Outlook
The foremost design objective in creating Microsoft CRM 2011 was tighter integration with Microsoft Office Outlook, the most used application in the Office suite. Tighter Outlook integration means less application-switching, faster adoption by users, and higher productivity for every customer-facing employee in your organization. Users can look up customer information, send and manage e-mail, set up appointments, and capture customer discussions, all without ever leaving Outlook.

New marketing automation module: Create sales and marketing campaigns fast
Microsoft CRM contains sophisticated marketing capabilities for planning, implementing, and monitoring multi-tier sales and marketing campaigns. Marketing and sales personnel can quickly create a list of leads, craft a letter or direct-mail piece using integrated products such as Microsoft Office Word, launch the campaign, and then track the progress and results. You can even track costs and revenue results of campaigns. Using the Quick Campaign wizard, marketers and salespeople can generate a quick customer e-mail and send it to a targeted list in minutes. Microsoft CRM will automatically track the results.

New service scheduling module: Helps your staff sell more while improving customer service
Microsoft CRM includes a sophisticated scheduling engine that helps you sell and schedule services to customers. Through the new Service Calendar, any authorized user-service managers, salespeople, or customer service representatives-can survey companywide resources and book an appointment, which is automatically added to the customer's Microsoft Dynamics CRM record. You can easily incorporate your organization's business logic into the Service Calendar, specifying, for example, special skills or workdays of different technicians. The Service Calendar shows companywide resource availability at a glance, helping you service customers faster and make optimal use of resources such as people, vehicles, and facilities.

Easier customization: Tailors to your company's needs quickly
Microsoft Dynamics CRM can easily be customized for any business. Any non-technical user can create a new object with a few mouse-clicks-no need to write code or even leave the application. This makes it very easy to tailor Microsoft Dynamics CRM to a specific industry or individual company. Deeper customizations that do require programming are also simpler, lowering the cost of having a Microsoft Partner incorporate your business logic, customize the user interface, or link Microsoft Dynamics CRM to another application. Microsoft Dynamics CRM also contains a host of workflow improvements such as auto-fill of name and date fields, and next-step recommendations that speed application use and improve worker productivity.

Improved reporting: Drill into the details fast
Getting information out of Microsoft Dynamics CRM is just as easy as putting it in. You can of course export any subset of Microsoft Dynamics CRM data to Microsoft Office Excel spreadsheet software for analysis. Microsoft Dynamics CRM also provides a number of standard, one-button reports using Microsoft SQL Server Reporting Services as the underlying report engine. You can create custom reports that are accessible from within Microsoft Dynamics CRM through an e-mail subscription service or over a Microsoft Office SharePoint Portal Server site. Users can save frequently used reports, which are refreshed with current data every time they're opened. Best of all, security clearances are built into every report. Users only have access to the data they're authorized to see.


Microsoft Dynamics™ CRM 2011 Sales makes it easy to manage leads and opportunities, measure and forecast sales activity, track customer contacts, and automate the sales process helping ensure a shorter sales cycle, higher close rates, and improved customer retention.

Microsoft Dynamics™ CRM Sales Overview (PDF 162KB)
Microsoft Dynamics™ CRM Sales Datasheet (PDF 341KB)

  Service Management

Microsoft Dynamics™ CRM 2011 Service Management enables service representatives to track requests, manage support issues from contact through resolution, and deliver the consistent, efficient service that helps ensure customer satisfaction.

Microsoft Dynamics™ CRM Service Management Overview (PDF 162KB)
Microsoft Dynamics™ CRM Service Management Datasheet
(PDF 323KB)


Microsoft Dynamics™ CRM 2011 Marketing enables sales and marketing professionals to deliver targeted communications to prospective and existing customers, shorten the sales cycle, and improve close rates.

Microsoft Dynamics™ CRM Marketing Datasheet (PDF 337KB)



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