The document provides an overview of customer relationship management (CRM) systems, focusing on Salesforce and Microsoft Dynamics 365, including their features, advantages, and drawbacks. Salesforce is highlighted for its customer-centric approach and strong e-commerce capabilities, while Dynamics 365 is noted for its cost-effectiveness, flexibility, and seamless integration with other Microsoft products. Both systems have unique strengths, with Salesforce excelling in third-party integrations and user education, whereas Dynamics 365 offers better pricing and native compatibility with LinkedIn.

2. CRM - Client Relationship Management
Integrating practices, technologies, and strategies to be used by companies for managing and analyzing customer interactions or data across the entire
customer lifecycle.
• Improve & Enhance customer service relationships
• Assist in customer retention
• Drive sales growth.
Components of CRM
• Automate marketing activities using CRM software
• Sales Pipeline Visibility
• Keep track of customer activities and likewise, take steps to improve engagement
• Pre-recorded audio to assist custom issues in a timely manner.
• Blend location-specific strategies to promote customized marketing campaigns
• Optimize Business Processes By Automating Tedious Everyday Tasks
• Track and manage leads
• Data Analytics to form personalized campaigns
• Track employee performance to enhance HRM
• Improve Salesperson Efficiency by providing hands on all information

3. Microsoft Dynamics
Two Major Vendors
• Salesforce CRM
Salesforce CRM
• Comprises of modules or individual clouds
• Designed basically for the midsized and large scale enterprises
• Free automation tools via app exchange
• Cross-sell knowledge base
• Sales Driven actions
Microsoft Dynamics 365
• Designed for mid-scale and larger organizations
• Purchasable Modules For Inventory & Account Management
• Microsoft product
• Incompatible with third-party tools
Similarities
• Sales specific processes
• Contact & account management
• Social customer service
• Sales forecasting
• Data analysis & gaining insights
• Microsoft Dynamics

4. COMPONENTS OF SALESFORCE
• Contact and lead Management
• Opportunity Management
• Reports and Dashboard
• Email integration
• Salesforce Mobile
• Sales Forecasting
• Workflow and Approvals
• Data Management
• Files Sync and Share
SALES CLOUD
SERVICE CLOUD
• Lightning Service Console
• Case Management
• Omni-channel Routing
• Workflow and Approvals
• Social Customer Service
• Automation with Macros
• Account and Contact Management
• Asset and Order Management
• Custom Reports and Dashboards
MARKETING CLOUD
• B2C Journey Management
• B2B Marketing Automation
• Data Management Platform
• Email Marketing
• Digital Advertising
• Social Media Marketing
• Data Sharing Platform
• Mobile Messaging

5. COMPONENTS OF MICROSOFT DYNAMICS 365
DYNAMICS 365 FOR RETAIL
• Payments tracking
• Track Purchase orders
• Sales tax
• Channel setup and corresponding management
• Modern POS (MPOS) & Cloud POS (Cloud Point of Sale)
• Analysis and monitoring
• Order fulfilment
• Discounts and price adjustments
• Human Resources
• Products and merchandising
• Loyalty scheme management
• Retail Tasks
• Inventory management
• Retail development and administration
DYNAMICS 365 FOR
CUSTOMER SERVICE
• Self-service portals
• Cross-channel customer
case management
• Service intelligence
• Knowledgebase management
• Incident routing
• Customer data management
• Partner Relationship Management
• Opportunity and funnel management
• Sales Performance management
• Task management
• Quote and order management
• Contract management
• Marketing automation
• Customer service
• Knowledgebase management
• Reporting and analytics
DYNAMICS 365 FOR SALES

6. PROS: SALESFORCE
 Using Dynamics 365, in order to have the right special of training and
knowledge beneficial for you suggests choosing the right Microsoft
Partner. However, Salesforce, on the other hand, has the potential to
manage its in-house customer orientation and is popularly known for
the attitude being customer-centric. Trailhead, the Salesforce users’
education network is one of the most vital assets of a company.
 AppExchange of Salesforce company is regarded as one of the biggest
B2B stores accessible across the industry and features plenitude of
third-party integrations. This helps business organizations drive maximum
benefit from the platform.
 Salesforce's Marketing Cloud along with Pardot services is easy to use and
mature. This is not the case with Dynamics 365, as then the user needs to
skip out a few instances post the release of Dynamics 365 for Marketing.
 Salesforce CRM has robust e-commerce facilities that help enhance and improve
all that has been acquired by Salesforce on the retailer eCommerce
platform Demandware.

7. PROS: DYNAMICS 365
 Dynamics 365, as compares to Salesforce CRM is priced competitively
with added flexibility in the model of licensing. This turns the software
highly cost-effective and easily accessible by small
scale business enterprises.
 Dynamics 365 integrates natively with LinkedIn.
 Dynamics 365 for Sales along with LinkedIn Sales Navigator merge together
so as to create a platform for Microsoft Relationship Sales, and this can make
use of LinkedIn data for identifying lead. This in a way helps build effective
customer relationships via personalized engagement.
 Dynamics 365 has the advantage of seamless integration it has with other
Microsoft products, like Microsoft Outlook, Office 365, and Microsoft's mighty
tool of business intelligence as Power BI. These altogether embeds synchronization
amidst platforms that drive productivity, however, the familiarity with Microsoft
interface creates a lot more positive user experience.
 Microsoft Dynamics 365 commits towards offering a 99.9% uptime via Service Level
Agreement. Salesforce SLA is available only on request and needs to be negotiated.

8. CONS: SALESFORCE & DYNAMICS 365
 In spite of all, its features, Salesforce is standalone CRM software. Meaning that in case you desire to
share data among other software or for that matter an ERP solution, Salesforce isn't compatible and
needs connectors for the same. This in a way Boston the total cost of integration.
 Owing to higher costs and greater contractual obligations, few organizations either smaller or mid-
market find themselves out of the Salesforce pricing.
 Few users complain about the service management module of Salesforce, Field Service Lightning, and,
fail to be as important as Dynamics 364 with respect to the Field Service app.
 Disregarding the fact that Microsoft Dynamics 365 for Sales has capabilities coffee marketing
automation, it still lacks a purpose-built model of marketing. It is, expected that Dynamics 365 for
Marketing would release in early 2018.
 Dynamics 365 is not too old and was launched back in 2016. Even though it is growing, yet not all are
aware of the same.
 Dynamics 365 is fully customizable, yet some organizations consider the optimization process to be
highly challenging and require specialization. Further, to provide lesser support to third-party
integrations as offered by Salesforce.
SALESFORCE
DYNAMICS 365

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