Microsoft Dynamics CRM: Description, Features, and More

Choosing an optimal customer relationship management (CRM) system for your business begins with a careful evaluation of your requirements and objectives. It’s really important to find a CRM solution that matches your business niche and operation requirements. And that’s where the expertise of a microsoft dynamics crm consultant can be valuable. They can help you identify the features and capabilities that align with your goals, and guide you through the selection process of finding the best CRM system for your company.

What Is a CRM System?

A customer relationship management (CRM) system is a set of integrated solutions that help you use, track, and store information about a company’s existing and potential customers. By collecting this information in a centralized system, business units can access analytics whenever they need them.  

Without the support of an integrated CRM solution by Digicode, your company may miss out on growth opportunities and potential revenue by failing to streamline workflows, maximize customer relationships, and generate leads.

How Does a CRM System Work?

More recently, companies tracked customer data using spreadsheets, email, address books, and other isolated CRM solutions, often with paper documents. The lack of integration and automation prevented employees within and between teams from quickly finding and sharing relevant information, slowing down the ability to create marketing campaigns, generate new leads, and serve customers.

And it’s time for a new one. CRM systems automatically collect a huge amount of information about existing and prospective customers. The system then integrates the data and creates consolidated profiles that will share the appropriate commands.

In today’s business environment, CRM systems are more interconnected than ever before, integrating with various communication and collaboration tools such as online chats and document-sharing applications. Additionally, many CRM solutions include advanced business intelligence and artificial intelligence (AI) tools that automate administrative tasks and offer valuable insights. 

As a result, modern CRM modules empower sales, marketing, commerce, field service, and customer service teams with real-time visibility and access to critical information necessary for enhancing and sustaining customer relationships. With the help of a Microsoft Dynamics CRM consultant, businesses can leverage these capabilities and tailor their CRM system to their unique requirements and objectives.

Consider several ways to effectively use the capabilities of CRM:

  1. Track every opportunity in the funnel to increase sales. CRM solutions help you keep track of lead-related data and get analytics so that sales and marketing teams work in an organized manner, understand each lead’s stage in the sales process, and know who led each opportunity. 
  1. Track sales for real-time performance data. Link your sales data to your CRM solution to instantly get an accurate picture of your sales. By monitoring the sales funnel in real-time, you will be aware of any delays, bottlenecks, and large deals your department has made.
  1. Plan your next steps based on analytics. Focus on what matters most with AI and built-in analytics to prioritize top priorities and make the most of your team’s time and effort. For example, sales teams will be able to identify potential customers who are ready to buy or require further action.
  1. Optimize workflows with automation. Create sales offers, collect customer feedback, and send out email campaigns – automating tasks can help speed up marketing, sales, and customer service. Thus, these solutions reduce the number of repetitive operations, allowing the team to focus on high-impact tasks.
  1. Track customer interactions to optimize your experience. CRM solutions provide features that evaluate customer behavior and open up opportunities for optimization to accurately analyze interactions at different points. 
  1. Connect multiple platforms for high-quality interaction with customers. Chats, calls, email, or social media – CRM solutions connect with customers across all channels to help build trust, build loyalty, and keep customers coming back.
  1. Achieve competitive advantage. A scalable, integrated CRM solution built on a secure platform to help you meet the ever-changing needs of your company and market. Quickly launch new initiatives in marketing, e-commerce, and more, and dynamically respond to consumer demand and market conditions.

Why Implement a CRM Solution? 

When defining a CRM strategy and evaluating customer relationship management solutions, choose the option that gives you a complete view of each customer interaction. You also need a solution by Digicode that captures real-time data at every customer touchpoint, analyzes it, and provides intelligent insights.

Find out how to pick out a CRM for your needs in The CRM Buyer’s Guide for Today’s Business. An appropriate CRM system will help your company improve communication and deliver a quality experience at every step of the customer journey, as described below.

  1. Helps to identify the right customers and interact with them. Predictive analytics and shopper behavior statistics will help you learn how to identify, target, and attract the right leads and then turn them into buyers. 
  1. Improves interaction with clients. With a comprehensive customer view, each salesperson will know the customer’s history, what products they purchase, and all the important details that will help your team serve each customer in the best possible way.
  1. Tracks progress through the funnel. Understanding where a customer is in the sales process helps tailor campaigns and opportunities for the most effective engagement. 
  1. Increases team performance. Greater visibility and streamlined processes help your team focus on what matters most and improve performance.

How to Start Choosing a CRM Solution 

Start your search with a series of questions about current processes, needs, and goals:

  1. Where is the customer data located? Who has access to it?
  1. Do you have security and management tools in place to maintain privacy and compliance?
  1. Is customer data available to sales, marketing, customer service, and field crews?
  1. How do you use previously collected data about current customers and relationships with potential customers?
  1. How much time do employees spend performing routine, repetitive tasks and entering data into CRM?
  1. What do you do to get a comprehensive view of customers?
  1. Do you understand how customers interact with your brand along the customer journey?


When selecting a CRM solution, it’s essential to find one that aligns with your objectives and is equipped with smart, user-friendly features that are integrated with relevant data sources to bring value to your entire organization. Microsoft Dynamics 365 offers a suite of business applications with powerful CRM capabilities that can be utilized together or separately to meet your specific needs. With the help of a Microsoft Dynamics CRM consultant, you can determine which features and applications best align with your business goals and customize your CRM solution to maximize its benefits.

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