Chapter at a Glance
In this chapter, you will learn to: | |
✓ | Understand key concepts in Microsoft Dynamics CRM. |
✓ | Understand the three deployment models for Microsoft Dynamics CRM. |
✓ | Understand how other Microsoft software products integrate with Microsoft Dynamics CRM. |
✓ | Log on to Microsoft Dynamics CRM. |
✓ | Log on to Microsoft Dynamics CRM Online. |
✓ | Access Microsoft Dynamics CRM by using Microsoft Dynamics CRM for Outlook. |
Every successful organization relies on its customer base to sell products or services. Businesses that want to track and manage all of the various interactions with their customers frequently deploy a Customer Relationship Management (CRM) software system. With a CRM system, organizations can:
Achieve a 360-degree view of the customer relationship.
Automate common business processes to reduce manual tasks and common workflows.
Deliver a more consistent customer experience by streamlining customer interactions.
Enable executives to measure and report on key metrics related to their business so they can make better business and strategy decisions.
CRM software systems have been in existence for many years, but most of them earned a reputation for being difficult to use. Microsoft Dynamics CRM addresses the problems of previous CRM systems by providing an easy-to-use software application while still providing the flexibility and technical platform most businesses require. Microsoft Dynamics CRM works with most of the software products that organizations use today, such as Microsoft Office Outlook, Microsoft Office Word, and Microsoft Office Excel. Users do not need to learn a new software application to capture and work with Microsoft Dynamics CRM data; they can continue using the productivity tools they are comfortable using for other day-to-day business functions.
In this chapter, you will learn the core concepts of Microsoft Dynamics CRM. You’ll also learn the different ways you can access Microsoft Dynamics CRM and other Microsoft products that integrate with Microsoft Dynamics CRM.
Important
Many of the examples in this book use a fictitious company named Adventure Works Cycle. This company manufactures and produces bicycle parts.
Troubleshooting
Graphics and operating system–related instructions in this book reflect the Windows Vista user interface. If your computer is running Windows XP and you experience trouble following the instructions as written, refer to the "Information for Readers Running Windows XP" section at the beginning of this book.
Important
The images used in this book reflect the default form and field names in Microsoft Dynamics CRM. Because the software offers extensive customization capabilities, it’s possible that some of the record types or fields have been relabeled in your Microsoft Dynamics CRM environment. If you cannot find the forms, fields, or security roles referenced in this book, contact your system administrator for assistance.
Important
You must know the location of your Microsoft Dynamics CRM Web site to work the exercises in this book. Check with your system administrator to verify the Web address if you don’t know it.
Microsoft Dynamics CRM is a business software solution that allows organizations of all sizes to track, manage, and report on customer or client interactions. Microsoft Dynamics CRM is part of the Microsoft Dynamics brand, which offers multiple software products to help businesses automate and streamline various operations, such as financial analysis, customer relationships, supply chain management, manufacturing, inventory, and human resources.
Microsoft Dynamics CRM includes the following three main modules:
Sales
Marketing
Service
Within each module, Microsoft Dynamics CRM lets you track various customer information, as outlined in the following table.
Sales | Marketing | Service |
|---|---|---|
Accounts | Accounts | Accounts |
Contacts | Contacts | Contacts |
Leads | Leads | Service Calendar |
Opportunities | Marketing Lists | Cases |
Marketing Lists | Campaigns | Knowledge Base |
Competitors | Products | Contracts |
Products | Sales Literature | Products |
Sales Literature | Quick Campaigns | Services |
Quotes | ||
Orders | ||
Invoices | ||
Quick Campaigns |
Your company might want to track only some of this data about your customers, and some of these might not apply to your business. Even though Microsoft Dynamics CRM includes only these three modules, many companies extend the system to track other types of related data such as projects, status reports, events, and facilities. The flexibility of the Microsoft Dynamics CRM platform allows businesses to capture almost any type of data related to their customers. In addition to customer data, you can utilize Microsoft Dynamics CRM to capture information about your prospects, partners, vendors, suppliers, and other related parties.
Microsoft Dynamics CRM is a Web-based application built on the Microsoft .NET Framework technology platform. Because of its native Web architecture, Microsoft Dynamics CRM can be accessed through the Windows Internet Explorer Web browser. In addition to the Web user experience (also known as the Web client), another possible access point for Microsoft Dynamics CRM is through Outlook, if your administrator installed the Microsoft Dynamics CRM for Outlook software on your computer.
Tip
Because Microsoft Dynamics CRM for Outlook is optional software, you might not be able to access Microsoft Dynamics CRM through Outlook. If you are not able to use Microsoft Dynamics CRM for Outlook, please contact your system administrator about getting it installed on your computer.
The Microsoft Dynamics CRM for Outlook software comes in two different versions:
Microsoft Dynamics CRM for Outlook. This version is designed for use with desktop or notebook computers that will remain connected to the Microsoft Dynamics CRM server at all times.
Microsoft Dynamics CRM for Outlook with Offline Access. This version is designed for users of laptop computers who must disconnect from the Microsoft Dynamics CRM server but who still need to work with CRM data when they are offline, just as they use Outlook for e-mail management, contact management, tasks and appointment management while working with no access to the Internet. The terms used by Microsoft Dynamics CRM to refer to the processes of connecting and disconnecting from the server are going online and going offline. The offline-enabled version of Microsoft Dynamics CRM for Outlook lets you work with Microsoft Dynamics CRM data offline; the software will synchronize your changes with the main database when you connect to the server again.
Tip
When we refer to Microsoft Dynamics CRM for Outlook in this book, we are referring to both the standard and offline versions. The two clients offer nearly identical functionality except that the version with offline access allows users to work while disconnected from the Microsoft Dynamics CRM server.
You can access almost all of the Microsoft Dynamics CRM system functionality from either the Web client or from Microsoft Dynamics CRM for Outlook. Therefore, you can decide which user interface method you prefer to use to access Microsoft Dynamics CRM. Microsoft Dynamics CRM for Outlook also allows you to synchronize your e-mail, tasks, contacts, and appointments from Outlook into your Microsoft Dynamics CRM system.