Microsoft Dynamics CRM

Customer engagement through CRM systems

Positive customer experience is an increasingly important ingredient for companies to win and retain customers.

Customer engagement by Microsoft Dynamics helps companies create long-term relationships with their customers by delivering exceptional experiences based on knowledge and trust.

Capabilities Include:


With the sales force automation tools in Microsoft Dynamics CRM, your sales teams can sell more effectively.

By providing the essential insight, guidance, and tools that salespeople need, you can focus on the right customers and priorities, win faster by collaborating with colleagues, and build a trusted relationship with customers through personalized and relevant engagements.

Manage customers and deals all in one place. Stay informed with accurate 3rd party firmographics, news, and compelling events from Insights, powered by InsideView.

Know exactly what steps to take next with embedded business process UI and an overview of daily priorities from Cortana, your digital personal assistant. Close more deals when you connect, discover, and share ideas via Skype for Business, Yammer, Office 365 Groups, and OneNote.

Find more leads by using social to identify and act on buying signals and create leads based on social posts. Get a snapshot of social activities through embedded buzz volume, trends, and sentiment analysis, using Microsoft Social Engagement.

Increase response rates by reaching out to new contacts through mutual connections surfaced by Insights, powered by InsideView.

Create personalized sales documents as a team with automatic document generation and real-time co-authoring. Manage contextual CRM documents across SharePoint, Office 365 Groups, and OneDrive for Business. Relevant content comes to you with Delve based on what you are working on and who you’re working with.

Work on the go with rich, modern mobile apps that provide contextual news and social data, and task flows for quickly completing frequent activities.

Quickly manage data using intuitive natural language voice commands to create new records, schedule meetings, set reminders, and find information. Get work done anytime, anywhere with mobile apps that work online or offline.

Sell smarter with cross-sell recommendations and lead scoring embedded inside CRM, and trending documents inside CRM dashboards. Discover new insight with Power BI’s pre-built, interactive dashboards and reports, advanced visualizations, and natural language Q&A.

Gain visibility into sales performance with at-a-glance dashboards and contextual charts inside CRM.


Microsoft Dynamics Marketing is an integrated marketing resource management solution for marketing operation, planning, execution, and analytics across all channels—email, digital, social, SMS, and traditional.

Integrate marketing planning, budgeting and tracking across all channels, including email, digital, social, SMS, and traditional.

Manage projects, digital assets, workflows, and approval processes across your team and other departments and agencies—all from a single platform.


Engage customers with personalized, multichannel campaigns. Microsoft Dynamics Marketing visual campaign designer lets you drag and drop to create and manage campaigns in a single window—across email, digital, social, SMS, and traditional.

Your organization can easily design, test, and launch contextual, personalized email and SMS marketing campaigns in a visual editor. Microsoft Dynamics Marketing enables marketers to test email on different devices to determine the most effective campaigns.

Increase sales-ready leads with advanced lead management and lead scoring.

Boost prospect interest through multistage, trigger-based nurture programs that deliver personalized content and offers. Combine your sales and marketing funnel to better serve sales.

Strengthen your marketing and sales synergies by providing sales teams with visibility into the marketing calendar, and provide actionable input.

Sales can now get more insights into campaigns and targeting. And both sales and marketing can share the same view of the customer journey.

Connect with customers and prospects through embedded, contextual social tools.

Measure campaign performance and impact, and track your share of voice across social channels, such as Twitter, Facebook, and YouTube. Monitor your global sentiment and brand presence.

Measure pipeline and revenue across every marketing investment to get a true view of your return on investment (ROI). Empower your marketers with access to data through personalized role-based dashboards, and get a clear overview of marketing results so you can quickly judge performance.

Make reporting easy by giving marketers familiar tools, including Excel and Power BI, for real-time reporting.


Service by Microsoft Dynamics empowers customers through their choice of self and assisted service options; empowers agents to deliver fast, informed and effective resolutions; and seamlessly incorporates field solutions when there is a need for onsite help.

Our agile solutions easily adapt to changing demands so that your business can deliver intent driven outcomes in a secure, flexible and reliable environment.

An average consumer leverages three to four channels. Enable your customers to engage effortlessly with your company through the channel of their choice using any device.

Organizations using Service by Microsoft Dynamics CRM can leverage a 360 degree customer view. Real-time and historical insights delivered on a unified platform ensure contextual, personalized and consistent engagements. Gain critical insights through social channels and voice of the customer feedback.

Consumers increasingly expect to be able to solve the majority of their product and service related issues on their own. Provide them with a branded online support portal that leverages an organized, searchable knowledge base to deliver the consistent, up-to-date answers they're looking for.

With Service by Microsoft Dynamics CRM, you can localize self-service on product and Facebook fan pages or embed it within kiosks and games — transforming it into an everyday interaction for your customers.

Empower agents with a single, unified experience to deliver fast, amazing customer service from their desktop or mobile device. A dynamic interface presents contextual tools, guidance and data. Speed resolution of even the most challenging issues by harnessing the knowledge of peers across internal and external teams with Yammer and Skype.

Service by Microsoft Dynamics CRM empowers agents with integrated knowledge, SLAs, scripting, process flows and recommendations for next best steps — all from a centralized user interface — so they can manage cases faster and provide a differentiated level of support.

Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs. Dispatch technicians using optimized routes and skill based assignments to intelligently balance workload and resources. Provide service technicians with complete customer insight, real-time guidance, rich media knowledge and cross-team collaboration — all through any mobile device.

Service by Microsoft Dynamics CRM empowers field service technicians to create positive and memorable customer experiences by providing them with the right tools and insights.

Empower your customers and employees with a single source of unified knowledge. Consistent answers are optimized and discoverable across channels and from any device. Augment knowledge articles with rich media content to drive first touch resolution.

Service by Microsoft Dynamics CRM lets you easily capture and publish content from subject matter experts, social channels and service interactions. Our robust analytics show you exactly how knowledge is being consumed and pinpoints opportunities for growth.

Identify trends, anticipate opportunities and gain powerful insights into customer behavior and agent productivity. Real-time, interactive dashboards leverage deep analytics and advanced visualization capabilities.

Service by Microsoft Dynamics CRM empowers organizations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.


In a socially connected world, engagement with customers can happen anywhere, anytime, and it is key to growing your business.

Microsoft Social Engagement, powerful social CRM software, puts cutting-edge tools in the hands of your sales, marketing, and service teams—helping them to gain insight into how people feel about your business and to proactively connect on social media with customers, fans, and critics.

Microsoft Social Engagement helps you harness the power of the social web by analyzing what people are saying on social media and in the news. We support 20 languages and cover a broad range of sources—Twitter, Facebook, videos, blogs, news syndication and any sources of interest to you that support RSS.

Spot trends and receive alerts about how people are feeling about your products or brand so that you can shape your messaging and sales conversations more effectively. You can even identify your key influencers.

Gain more insights at a glance with rich analytics including share of voice, location, and tag cloud visualizations. Be pro-active with adaptive and predictive intelligence – Adaptive sentiment learns from your feedback and builds custom sentiment models to fit your industry.

Intention analysis automatically detects user-intent in social posts and identifies potential cases and leads.

Improve your social media presence by engaging with social communities with rich multimedia – replying and publishing.

Enable teams to collaborate using Office Groups for assigning posts, and sharing streams and social profiles.

Put power social tools in the hands of sales, marketing, and service teams. You can add social data in Microsoft Dynamics CRM or Microsoft Dynamics Marketing—on dashboards or on any forms, like Accounts or Campaigns.

Integrate social interactions into an end-to-end customer experience, with the ability to create leads or cases from social posts, right within Microsoft Dynamics CRM.

The complete ERP solution for your growing small business

2016 CRM Release