Customer Relationship Management (CRM) is an overall system for managing interactions of a company with current and future customers. It often involves technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. CRM Online is a cloud-based offering of Microsoft Dynamics CRM where all the backend processes (such as application servers, setups, deployments, databases, licensing, etc.) are managed on Microsoft servers.
CRM solutions increase your prosperity by reforming administrative processes in your sales, marketing, and service divisions, which lets you focus on building and maintaining the customer relationships that matter. A strong CRM solution is a versatile platform where everything crucial to developing, improving, and retaining your customer relationships is stored.
A CRM solution might be the right one if you want a competitive edge in your marketplace. CRM can take the burden of IT management off your employees by automating your business processes so you can focus on what's important: leading your business to succeed. Traditionally, CRM systems have been regarded as sales tools for accessing a pipeline or activities specific to the sales process. Today, companies are increasingly seeing exceptional value in sharing information throughout the entire organization. The use of CRM is spreading beyond the traditional sales department.
Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft focused on enhancing the customer relationship for any organization. Out of the box, the product focuses mainly on Sales, Marketing, and Customer Service sectors, though Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it.
In recent years, it has also grown as an Analytics platform driven by CRM. With Dynamics 365 you get a customizable and flexible solution that suits your business requirements. This is a stand-alone application to meet the needs of a specific line of business or use multiple CRM tools that work together as a powerful integrated solution.