Microsoft Dynamics® CRM Training

Introduction to Microsoft Dynamics CRM

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Welcome to Introduction to Microsoft Dynamics CRM. In short, this video will explain what CRM is, how it will help your business, and the ways you can access it. CRM stands for customer relationship management. Where Microsoft Dynamics CRM comes in is that it provides one place for organizations of all shapes and sizes to organize all of the information they have about the things they care about. One place to track activities that take place in relationship to the entities you do them with. Examples of this may include phone calls you make to customers, emails you receive from organizations that are important to your business, and appointments that you make with companies or people regarding your business. Tracking and displaying this information in an easy to use manner is a sign you have a good customer relationship management system. You should be able to open something up (an opportunity, account, or a contact) and see everything that's transpired and any related information in one place. Microsoft Dynamics CRM is a modular product, organized in a really simple way. It has three modules: Sales, Service, and Marketing, and within each of these modules is content relevant to each of those topics. For example, since a salesperson would be interested in things such as competitors and sales literature, but a someone within the marketing department would be more interested in marketing lists and campaigns, and someone in customer service would be more interested in cases and queues, CRM has taken that into account and divided its entities accordingly. Since CRM is completely customizable, however, you can choose to change the entities that appear within each module, or even the modules that appear altogether. How will it help my business? Two words: information and efficiency. When you have the information in front of you about different parts of your business, displayed in one place, with the ability to drill down and see detail and context, the efficiency of your operation increases. Microsoft Dynamics CRM gives you this benefit in quite a few ways. Dashboards have a lot of value because they provide up to six different charts or lists on one screen, showing a variety of types of information - and you can drill down into the information with just one click. The charts simplify the information into a visual that you can open to learn more, without navigating away from your dashboard. For example, this chart of my open opportunities shows me the value of the opportunities I have open in each stage (qualify, develop, and propose). This chart of my open leads shows me where my leads are coming from (advertisements, partners, seminars, trade shows, etc.). This chart of closed opportunities shows top customers by revenue. And I can open up the details for any of these charts, and access the actual records that contain every interaction that's happened related to that record, from phone calls to meetings to help cases. For a lead, for example, I can see competitors, stakeholders, posts, activities, and notes, contact information. Every bit of information that's been gathered to this point about that lead, in just one glance. It puts everything into context - what you have to do and when, what you've done and when, and what it's all regarding, and can even sync activities, such as emails, appointments, and tasks, to your Outlook account. Microsoft Dynamics CRM eliminates a lot of time you would otherwise spend putting pieces together to gather context, and organizing everything to make sense of it. As far as ways to access it, the product is available in a web browser, of course, but you can also access it via Microsoft Outlook and mobile devices. In Microsoft Outlook, your CRM will appear as an additional tab with menu options. You'll see a button to Synchronize with CRM, as well as quite a few other items. You can right click on any email, task, or appointment, and choose Track in CRM - this will create the item within CRM. You can even create new accounts, contacts, or leads in CRM directly from Outlook, by using these buttons in the menu. The mobile application can be downloaded free from your device's app store, on tablets or phones. Depending on the device, the layout may vary slightly; this is an example of CRM for phones. Now that you know what CRM is, how it can help your business, and how you can access it, check out our other videos to get started actually using it! Thanks for watching this video by xRM!

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