Interact with customers using familiar Microsoft Office user experience.

Plan and accurately budget marketing campaigns from end-to-end.
Provide total management of prospect and customer data as well as segmentation and actions performed against that data.
Design and define campaigns from high-level framework to product and budget details. Launch campaigns, initiate communications, and track and assign activities.

Manage campaign response, marketing programs and offers, and subsequent conversion and follow-up of those responses from end-to-end.

Provide a broad set of business intelligence capabilities from streamlined out-of-box reports to custom reports and detailed drill-through capabilities.

Manage responses and assign leads more consistently and efficiently with marketing automation workflows.

Plan, create, and configure sales territories and quotas for geographic and other defined territories.

Take a holistic approach to lead management from capture to tracking, evaluation, and conversion.

Achieve end-to-end management of opportunities from the initial tracking of key attributes to the assigning of tasks to the progression through sales stages and ultimately to conversion and order.

Take a holistic approach to the management of existing customers, service issues, and the additional revenue opportunities they afford.

Gain sales pipeline visibility and management including forecasts and goal attainment with customer reports and detailed drill-through capabilities.

Use workflows to create and manage leads, territories, approvals, and tasks. Automate sales processes to foster consistent sales execution.

Move from reactive to proactive customer service using data, history, and knowledge to proactively anticipate and resolve customer problems.

Provide detailed history of an account, contact, or product from multiple perspectives.

Achieve first call resolution through a single desktop view into customer orders, service, and history, with answers to common questions and issues.

Create trackable cases that can be managed and resolved through multiple channels, including phone, e-mail, Web, and in-person.

Provide agents with real-time insight into customer purchasing information, predictive behavior, and product recommendations.

Use workflows to manage case routing, activity creation and assignment, and support processes, and to connect to external systems.

Manage a wide variety of relationships beyond traditional CRM, such as buyers, suppliers, vendors, employees, or partners.

Customize your Microsoft Dynamics CRM implementation to fit the needs of your business, with process automation and custom entities that fit CRM to your people, not the other way around.

Track business performance with key performance indicators (KPIs), scorecards, and dashboards that provide a graphical indication of business performance.

Find the information you need with out-of-the-box reports and easy-to-use tools that make it easy to create custom reports without the need for IT assistance.

Conduct analysis using familiar Microsoft Office tools and make it easier to use, share, understand, and explore customer data with advanced visualizations and analytical tools.

Make better-informed business decisions with access to sophisticated predictive analytics, segmentation, and recommendation algorithms.

Improve visibility and gain a holistic view of the customer with reporting and analytics tools that are accessible and easy-to-use.

Put context-rich data in the hands of people when they need it with a highly flexible service-oriented architecture.

Take advantage of existing technology connecting fragmented data and processes, through an SOA that allows you to innovate quickly, easily, and economically to support changing needs

Achieve a 360-degree view of the customer so you can drive more effective customer interactions and improve customer satisfaction.

Choose how you buy, deliver, and use your CRM solution:
 Choice of on-demand or on-premise deployment, and the ability to switch or mix modes
 Point-and-click configuration of business entities
 Deploy on a department-by-department basis, or deploy once across the enterprise
 Support for single and multi-tenant deployment

Customize the application, including data model / relationships, application and workflow, and user interface / roles with a powerful and intuitive point & click interface that provides automatic propagation of customizations through all services.