Customer relationship management (CRM)

Customer relationship management (CRM) refers to the practices, strategies and technologies that companies use to manage, record and evaluate customer interactions in order to drive sales productivity and marketing effectiveness through social insights, business intelligence, and campaign management in the cloud, on-premises, or with a hybrid combination.

Customer relationship management (CRM) can help reduce costs and increase profitability by organizing and automating business processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields. CRM solutions can deliver ROI through marketing automation, customer service, and sales force automation.

CRM software

CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it. The other main functions of this software include recording various customer interactions (over email, phone calls, social media or other channels, depending on system capabilities), automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system.

Common features of CRM software include:

Attracting, winning, and retaining customers is the foundation for success. Thriving businesses find new and innovative channels to attract prospects, execute sales processes to win deals faster, and deliver world-class customer experiences to maximize customer loyalty.

Learn about the Microsoft Dynamics CRM vision.

Become an enterprise of the future

Microsoft Dynamics CRM powers the dynamic business—an enterprise of the future that connects employees, partners, and customers using their preferred devices and channels of engagement. To deliver this vision, we focus on three principal investment pillars:

  • Outcome-focused, process-centric applications
  • Guided, contextual, and social user experiences
  • A flexible, agile, and open platform

Connect with applications

Your time is valuable. Microsoft Dynamics CRM streamlines processes so that you can concentrate on the big picture rather than on the details. We can help businesses attract, win, and retain customers through solutions that proactively help people do business.

We include predefined best practice processes which are highly configurable and can accelerate time to value. New social capabilities enable you to connect your employees, partners, and customers through social networks and a variety of other communication and collaboration channels. These processes work for you to prioritize tasks, like executing targeted campaigns, closing deals faster, and turning customers into fans.

Unify your experiences

We are reinventing the way you work with customer relationship management (CRM)—whether you're on the road, at home, or in the office. We're continuing to invest in role-specific user experiences across various browsers, productivity applications like Microsoft Office, and mobile devices such as phones and tablets. Moving away from the traditional transactional approach, our new user experience guides people through processes, offering insights and suggestions that can drive maximum productivity.

The Microsoft Dynamics CRM Outlook client offers new insights with familiar usability, delivering real-time information and processes directly to your Inbox. Microsoft Dynamics CRM will continue to unify the experience for engaging prospects, customers, and colleagues across familiar applications, such as Microsoft SharePoint, Microsoft Lync, Skype, Microsoft Office, and Yammer.

Microsoft also offer mobile CRM apps and platforms that enable you to manage your customer relationships on your mobile devices, along with tools that integrate data and reporting from social media directly into your CRM application.” After “Microsoft Dynamics CRM is at the forefront of our key business solutions. It combines and harnesses technology trends, like cloud computing, mobility, social, and big data, to support your sales, service, and marketing aspirations.”

Learn more about different versions of Microsoft Dynamics CRM

With cloud-based CRM -- also known as SaaS (software-as-a-service) or on-demand CRM -- data is stored on an external, remote network that employees can access anytime, anywhere there is an Internet connection, sometimes with a third-party service provider overseeing installation and maintenance. The cloud's quick, relatively easy deployment capabilities appeals to companies with limited technological expertise or resources.

Cloud-based CRM such as is a more cost-effective option. grows your sales faster by:

  • Close More Deals
  • Get More Leads
  • Accelerate Productivity
  • Make Insightful Decisions

Learn more about Salesforce.