Microsoft Dynamics CRM

What is Microsoft Dynamics CRM?

Microsoft Dynamics CRM, also known as Microsoft Dynamics 365, is a suite of applications that integrates all aspects of the customer lifecycle into a single platform. It helps companies of all sizes and industries improve their sales, marketing, customer service, and financial performance.

Before discussing the importance and functionality of Microsoft Dynamics CRM, it is essential to explain customer relationship management software.

CRM stands for Customer Relationship Management. It is an integrated solution or set of solutions designed to track the sales process from lead generation through sales order processing, marketing campaigns, and customer service. CRM software helps companies gain a competitive advantage by better understanding customers, improving relationships, driving revenue growth, and reducing operational expenses.

The most common use of this tool is in sales management. Sales reps use it to keep track of their customers’ activities, such as how many times they have contacted them, what products or services they are interested in, and where they are in the sales cycle.

What Differentiates Microsoft Dynamics CRM?

The primary difference between other CRM systems and Microsoft Dynamics CRM is its ability to integrate with your business processes and data. Microsoft Dynamics offers various modules such as Sales, Marketing, Service, Project Management, Human Resources, Financials, etc. This software can automate marketing and sales processes. In addition, it tracks, measures, analyzes, and reports on business results.

Advantages of Microsoft Dynamics CRM

With Microsoft Dynamics CRM, you can:

Build strong relationships with your customers: With Microsoft Dynamics CRM, you can manage all your customer information in one place. You can also track every interaction you have with a customer to provide a personalized experience that builds loyalty and trust.

Increase productivity: Microsoft Dynamics CRM helps users get more done in less time. You can work smarter and faster with features like social collaboration, real-time insights, and built-in intelligence.

Deliver an engaging experience: Microsoft Dynamics CRM provides a consistent, engaging experience across all devices, so your users can stay connected and be productive no matter where they are. And with features like interactive customer dashboards and role-tailored interfaces, you can deliver a personalized experience that meets the needs of every user.

Microsoft Dynamics CRM Integration

One thing that sets Microsoft Dynamics CRM apart from other CRM software solutions is its ability to integrate with other Microsoft products and technologies. This allows businesses to create a seamless customer experience across all touchpoints, from initial contact to post-sales support.

Flexible Deployment

Another key differentiator is the flexibility of Microsoft Dynamics CRM. It can be deployed on-premises, in the cloud, or via a hybrid model, allowing businesses to choose the best deployment option that best meets their needs.

  • CRM Online: Microsoft Dynamics 365 is a cloud-based solution. All the backend processes and systems, such as databases, licensing, servers, and so on, are managed on Microsoft servers.
  • CRM On-Premise: Microsoft Dynamics CRM is an on-premise customized solution; all the CRM functions, applications, and databases are deployed on the company’s servers.

Microsoft Dynamics 365 Modules

Microsoft Dynamics CRM employs several modules, or business applications, to meet every organization’s operational needs, including:


The sales module in Microsoft Dynamics CRM is a powerful tool that helps organizations manage their sales processes and drive sales. It provides lead and opportunity management, quotes and order management, product catalog, and sales performance reporting. The sales module also integrates with other Microsoft Dynamics CRM modules such as marketing and customer service, providing a complete view of the customer.


Microsoft Dynamics CRM marketing module helps businesses automate and streamline their marketing processes. It provides users with tools to create and manage campaigns, track leads and opportunities, and measure results. In addition, the marketing module integrates with other Microsoft products, such as Excel, Outlook, and SharePoint.

Customer Service

Microsoft Dynamics CRM customer service module helps businesses manage and automate customer service operations. It includes case management, ticketing, and knowledge base management to help customer service reps resolve common issues quickly and efficiently.

Project Automation

The Microsoft Dynamics CRM project automation module is a tool that helps organizations automate their project-related tasks. It includes project templates, task lists, and resource management.

Human Resources

Microsoft Dynamics CRM human resources module helps organizations manage employee contact information, job history, and skills. HR managers can also use it to manage employee benefits and payroll.


Microsoft Dynamics CRM finance module helps organizations manage their finances and keep track of sales and expenses. It includes real-time insights into financial performance, making it easier for Finance managers to make informed decisions about their business. The module also offers a variety of features and tools to help users streamline their financial operations, including support for multiple currencies, automatic exchange rate updates, and automatic invoicing.

Supply Chain Management

The Microsoft Dynamics CRM supply chain management module helps businesses manage and automate their supply chain operations. It provides users with tools to track inventory levels, manage orders and suppliers, and optimize warehouse operations. The module also includes features for forecasting demand and managing supplier relationships.


Microsoft Dynamics CRM Commerce helps businesses manage their customer relationships. It provides tools for managing customer data, tracking interactions, and creating marketing campaigns. Additionally, it can be used to create customized e-commerce solutions.

Integrating Microsoft Dynamics CRM

The partner app program offers a range of pre-built integrations for Microsoft Dynamics CRM, making it easy to connect apps that expand the functionality of your CRM. In addition, the partner app integrations enable your operations teams to sync data between the systems, so you always have up-to-date information in both places.

Here are some examples of available CRM integrations:

  • Email
  • Chatbots
  • Sales Automation Software
  • Marketing Automation Software
  • Social Media
  • Calendars
  • CPQ Software
  • Sales Performance Tools
  • Sales Forecasting

Many partner applications exist for Microsoft Dynamics CRM and 365, including DealHub CPQ and DealRoom, which connect seamlessly to Microsoft Dynamics for Sales to enable sales reps to generate professional price quotes inside a virtual deal room.

Integrating Microsoft Dynamics CRM with DealHub helps streamline your sales operations, improve your customer experience and customer retention, and make more informed decisions to improve sales performance and processes. DealHub CPQ generates quotes based on the customer information in Microsoft Dynamics CRM and pricing and product configuration data inside the CPQ to ensure that quotes are always accurate.


  • Microsoft Dynamics 365
  • Dynamics 365
  • Microsoft Dynamics 365 Sales 

People Also Ask

What is the difference between Dynamics CRM and Dynamics 365?

Microsoft Dynamics CRM and Dynamics 365 are two customer relationship management (CRM) solutions offered by Microsoft. Both solutions aim to help businesses manage their customer relationships, but some key differences exist.

Dynamics 365 is a cloud-based CRM solution with sales, marketing, customer service, and field service features. It also includes an enterprise resource planning (ERP) module called Dynamics 365 Finance and Operations.

Microsoft Dynamics CRM is an on-premises solution that includes sales, marketing, and customer service features. It does not have an ERP module.
Another difference is that Dynamics 365 is a subscription-based service, while Microsoft Dynamics CRM is licensed per user. This means that businesses will need to pay a monthly or yearly fee to use Dynamics 365, while they will only need to pay for the Microsoft Dynamics CRM licenses that they need.

What is Microsoft Dynamics CRM used for?

Microsoft Dynamics CRM is a customer relationship management software that helps businesses manage customer data, sales, and marketing efforts to improve customer satisfaction, increase loyalty, and boost sales. Marketing and Sales teams use Dynamics CRM to track customer interactions across all channels, including email, phone, social media, chat, and webinars. It can also manage sales opportunities, create marketing campaigns, and generate reports.

Is Microsoft Dynamics a CRM or ERP?

Microsoft Dynamics is a software application that helps businesses manage their customer relationships and business operations. Microsoft Dynamics 365 can function as a CRM or ERP system. As a CRM, it provides features such as sales automation, marketing automation, and customer service management. As an ERP, it offers financial management, supply chain management, and human resource management.

What are the different types of solutions in Dynamics CRM?

Microsoft Dynamics CRM offers three solution options: a default system solution, a managed solution, and an unmanaged solution.
Microsoft Dynamics CRM provides a default system containing the core entities, fields, and forms required for the application to function.

This default system solution cannot be deleted or exported. Microsoft Dynamics CRM also provides two types of solutions to customize the application: managed and unmanaged.
Managed solutions are complete, sealed solutions that can be installed and uninstalled from Microsoft Dynamics CRM.

Managed solutions cannot be customized. Unmanaged solutions are incomplete solutions that can be customized and exported from Microsoft Dynamics CRM and can be imported into other Microsoft Dynamics CRM organizations.