The document provides an overview of Customer Relationship Management (CRM) systems, specifically focusing on Dynamics 365 and its evolution from manual data management to AI-powered solutions that enhance customer engagement and decision-making. It discusses the benefits of using CRM, the challenges faced prior to its implementation, the integration with Microsoft Power Platform, security measures, and the roles of developers and administrators in managing the system. Additionally, it highlights the unique features of Dynamics 365 CRM, including the Sales Accelerator tool and the reasons why businesses might choose this platform.

1. CRM and Dynamics
365 Overview

2. CRM Means:
CRM stands for Customer Relationship Management. It refers to a combination of strategies, practices
And technologies that companies use to manage and analyze customer interactions throughout their
lifecycle.
Components:
 CRM software: A platform that centralizes customer data, automates tasks, and provides insights.
 Data analysis: Tracking and analyzing customer interactions to understand their needs and preference
.
 Process optimization: Streamlining workflows and communication across departments.
 Customer-centric approach: Focusing on building meaningful relationships with customers.
Benefits:
Improved customer satisfaction and loyalty
Increased sales and revenue
Better decision-making based on data insights
Stronger relationships with customers
CRM is essentially a powerful tool for managing customer relationships and driving business growth

3. why it developed and what is the purpose of CRM :
Early Days: The Manual Hustle
Before CRM, managing customer data was a manual affair. Businesses relied on physical records and handwritten notes, making it challenging
track interactions, analyze trends.
This scattered approach often led to missed opportunities, frustrated customers ,and siloed information within departments
The Relationship Revolution: From Data to Insights :
As technology advanced, CRM evolved to encompass data analysis, marketing automation, and customer service integration. Businesses began
to understand the power of customer data, using it to personalize marketing campaigns, deliver targeted recommendations, and improve
customer service experiences.
The Future of CRM: AI and Beyond
Today, CRM is powered by artificial intelligence (AI) and machine learning, enabling businesses to gain even deeper insights into customer
behavior and preferences.
AI-powered CRMs can predict customer needs, automate tasks, and personalize interactions in real-time.
In essence, CRM has evolved from a simple data management tool to a strategic approach for building lasting customer relationships and
driving business growth.

4. Before CRM how business managed and after how it impact :
Before the advent of CRM (Customer Relationship Management) software, businesses managed customer interactions in a much more manual and fragmented way.
Challenges on every corner:
 Spreadsheets: Customer data was meticulously logged in spreadsheets, prone to human error and difficult to analyze for trends.
 Email chains: Communication with customers happened through long, unorganized email chains, making it hard to track past interactions and context.
 Information silos: Data was trapped in specific departments, hindering collaboration and customer insights.
 Inefficient processes: Repetitive manual tasks consumed valuable time and resources.
Enter CRM:
 Centralized data: All customer information, from contact details to purchase history and interactions, is housed in a single platform.
 Automated workflows: Repetitive tasks like lead generation, email campaigns, and reporting are automated, freeing up staff for more strategic work.
 Data-driven decisions: Insights from customer data inform marketing campaigns, product development, and service delivery.
 Improved customer service: Faster access to customer information and streamlined processes lead to better service and resolution of issues.
Impact :
Increased sales and revenue
Reduced costs
Enhanced employee productivity:
Stronger customer loyalty

5. CRM can help your business in the future by:
For your customers:
Getting to know them better: Predicting their needs and delivering personalized experiences.
Providing proactive service: Addressing issues before they arise and keeping them happy.
Offering the right things at the right time: Sending relevant communication and deals.
For your business:
Saving time and money: Automating tasks and making informed decisions.
Selling more and keeping customers longer: Boosting conversion rates and reducing churn.
Growing strategically: Expanding into new markets and finding new opportunities.

6. What are all the problems arise in dynamics 365 CRM:
User Adoption:
Steep learning curve: some features can be complex for beginners.
Customization limitations: Dynamics 365 offers less extensive customization options
Data and Reporting:
Data quality issues:
Similar to any CRM, inaccurate or incomplete data can lead to unreliable reports and
hinder decision-making.
Limited out of the box reporting:
While Dynamics 365 offers built in reports, advanced or customized reporting might
require additional tools or expertise.
Integration challenges:
Integrating Dynamics 365 with non Microsoft systems can be complex and require technical
knowledge.
Mobile app limitations: The mobile app may not offer all features or have some performance
issues compared to the desktop version.

7. How My data secure in dynamics 365:
1. Microsoft Azure Data Centers:
 Your data resides in highly secure Microsoft Azure data centers located around the world. You can choose the region for your data storage based on your
geographical and compliance needs
Data Encryption:
 Your data is encrypted at rest and in transit. At rest, it's encrypted with Transparent Data Encryption (TDE) in the database. In transit, it's encrypted with HTTPS
protocols.
Databases:
 Your core CRM data is stored in Microsoft SQL Server databases. Different types of data have dedicated databases for optimal performance and security.
Security and Access Control:
 User roles and permissions determine access to different entities and fields within Dynamics 365.
 You can configure granular access controls to ensure only authorized users can view, edit, or delete specific data.
Additional security measures like multi-factor authentication (MFA)
.

8. How dynamics CRM works with power platforms:
 Data Sharing:
Dynamics 365 data can be easily accessed and utilized within Power Platform tools like Power BI for analysis, Power Apps for building custom
applications, and Power Automate for workflow automation.
· Pre-built Connectors:
Microsoft offers pre-built connectors that seamlessly connect Dynamics 365 and Power Platform, allowing data to flow freely between them.
Here are some specific examples of how Dynamics 365 and Power Platform work together:
· Sales Team:
A sales team can use Power BI to analyze customer data and identify leads, Power Apps to create mobile sales dashboards, and Power Automate to automate lead
scoring and follow-up emails.
· Marketing Team:
A marketing team can use Power BI to track the effectiveness of campaigns, Power Apps to create landing pages and lead capture forms, and Power Automate to
trigger automated email .campaigns based on customer actions.
· Service Team:
A service team can use Power BI to analyze customer issues and identify trends, Power Apps to create mobile service dashboards, and Power Automate to automate
case routing and notification to technicians.
Overall ,Dynamics 365 and Power Platform offer a powerful combination for managing customer relationships, automating work flows,and gaining insights from your
data

9. How CRM works with AI:
How it predicts:
AI's predictive capabilities in Dynamics 365 CRM lie in its ability to analyze vast amounts of data and identify patterns and relationships that humans might miss.
Sales Insights:
 Lead scoring: AI examines historical data on past leads, including demographics, behavior, and engagement, to identify common characteristics of leads that
converted into customers. It then assigns scores to new leads based on their similarity to these successful profiles.
 Customer sentiment analysis: AI analyzes text from emails, chats, and social media interactions to gauge a customer's sentiment towards the company, product, or
service. This helps sales and marketing teams tailor their approach to each customer individually.
Customer Insights:
Customer segmentation: AI groups customers based on shared characteristics, behaviors, and purchase history. This segmentation allows for targeted marketing
campaigns
 Predictive churn:
AI identifies customers at risk of churn (cancelling their service or product) by analyzing their activity and comparing it to known churn patterns. This allows
businesses to take proactive steps to retain these customers.
Customer Service Insights:
 Issue prediction: AI analyzes past customer interactions and identifies patterns that indicate potential issues. This allows service teams to proactively address potential problems before they
escalate.
 Resolution recommendation: AI analyzes similar past cases and suggests the most effective solutions for the current customer issue. This can save time for service agents and improve
resolution rates.

10. IN dynamic 365 CRM we can integrate different modules
 Information entered in one module is instantly accessible to other modules, eliminating duplication and ensuring a single source of truth.
Built-in Connectors:
 Dynamics 365 provides pre-built connectors to link various modules, streamlining data flow and automating processes.
 Examples include:
Sales to Customer Service: Smoothly hand off leads and opportunities to service teams for follow-up.
Marketing to Sales: Pass qualified leads from marketing campaigns directly to the sales pipeline.
Field Service to Customer Service: Track service history and inventory for proactive maintenance and seamless issue resolution.
Power Automate:
 Create custom workflows to automate tasks and data exchange between modules, even those not directly connected.
 Example: Automatically create a service case in Customer Service when a lead is qualified in Sales.
Dataverse (Common Data Service):
 Acts as the underlying data platform for Dynamics 365, providing a central repository for all data.
Benefits of Module Integration:
Single Customer View: Get a comprehensive 360-degree view of each customer
 Improved Efficiency: Automate tasks and reduce manual data entry, saving time and resources.
 Better Data Insights: Gain deeper insights into customer behavior and trends by combining data from multiple modules.

11. Unique Feature of Dynamic 365 CRM:
· Connect with customers across multiple channels (phone, email, chat, social media) from a single interface.
Deep Microsoft Integration:
 Native integration with Office 365 (Outlook, Excel, Word) for seamless productivity.
 Connect with Power Platform for low-code app development, automation, and analytics.
 Dual-write: Seamless data synchronization between Dynamics 365 CRM and Finance and Operations.
AI-powered Insights and Automation:
 Predictive Lead Scoring: Prioritize leads for better conversion.

12. what is the difference between the dynamics 365 CRM Developer vs dynamics 365 CRM administrator
Skills:
· Dynamics 365 CRM Developer: Requires strong programming skills (C#, JavaScript, SQL), understanding of the Dynamics 365 platform and
development tools, experience with CRM systems, and problem-solving and communication skills.
 Dynamics 365 CRM Administrator: Needs knowledge of Dynamics 365 configuration, security, data management, user training, and
troubleshooting skills.Understanding of business processes and CRM best practices is also valuable.
Responsibilities:
· Dynamics 365 CRM Developer: Analyzes business requirements, designs and develops custom solutions, integrates Dynamics 365 with other
systems, tests and debugs code, Documents solutions, and stays updated on the platform.
· Dynamics 365 CRM Administrator:
Configures the system, manages user accounts and permissions, creates and manages workflows and reports, performs backups and data recovery
,
troubleshoots user issues and provides training and support to users.

13. Different CRM Tool:
Salesforce: holding a
commanding 23.9% market
share
Sales-focused CRMs:
Salesforce:
Microsoft Dynamics 365
Zoho CRM:
HubSpot CRM:

14. Reasons to Choose Dynamics 365 CRM:
.you are a Microsoft centric business: The tight
integration with other Microsoft products
· 365 CRM's advanced features can help you automate
tasks, track data, and gain insights to improve your sale
and marketing effectiveness.
· You need a highly scalable and customizable CRM: If
your business is growing rapidly or has unique needs,
Dynamics 365 CRM's flexibility can be a major advant
age.

15. Pricing:
There are 4 Types of sales Pricing:
1. Sales Professional
2. Sales Enterprise
3. Sales Premium
4. Microsoft Relationship sales
Sales Premium has one advantage it have sales accelerator Option
The Sales Accelerator in Dynamics 365 CRM is a tool designed to help sales teams work smarter and faster,
ultimately boosting their sales success.
• Prioritizes your workload: Sales Accelerator analyzes data from various sources to present a prioritized
list of leads and opportunities for you to focus on. This saves you time spent searching for the best
prospects to contact.
• Guides you through sales interactions: With its built-in sequences, Sales Accelerator provides suggested
steps and actions for interacting with leads and customers, ensuring a consistent and effective sales
approach.
Offers valuable insights: It analyzes your calls and emails to extract key information and
sentiment, providing you with actionable insights on how to best engage with each customer.
• Centralizes your activities: All tasks, meetings, and emails related to your pipeline are organized within
the Sales Accelerator workspace, giving you a clear overview and eliminating the need to switch between
different tools.
Sales Pricing – Compare Plans | Microsoft Dynamics 365

16. Thank You