Microsoft Dynamics™ CRM supports a successful Customer Relationship Management (CRM) strategy through a set of robust modules organized by functional area: sales, marketing, and service. The application is designed to help your organization acquire and retain customers and reduce the time spent on administrative tasks. At its core, Microsoft Dynamics™ CRM enables you to perform and automate many common business tasks, including:

• Easily access information about business records from one place.
• Schedule activities, track them, and send e-mail.
• Keep detailed notes and an activity history for each business record.
• Generate reports.
• Track sales-related activities and revenue.
• Manage leads, opportunities, quotes, orders, and invoices.
• Manage marketing lists of accounts, contacts, or leads that match a specific set of criteria.
• Track advertising and marketing campaigns. For example, using advertisements and direct mail to increase market share, introduce new products, or retain customers.
• Sort customer responses to your sales and marketing initiatives.
• Track and manage service cases, customer contracts, and solutions to service issues in a knowledge base.
• Manage service cases for your organization using Service Scheduling.

• Sales: Manages sales processes or similar processes that involve managing opportunities (such as recruiting, fundraising, or membership drives).
• Marketing: Manages marketing or other mass communications processes.
• Customer service: Manages service or other case-based or incidentbased processes. The customer service module includes a Service Scheduling component that allows service providing customers to schedule the most appropriate resources.