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Customer Relationship Management for Sales Part 2: Microsoft Dynamics CRM

Sunday, June 19, 2016

Microsoft has their own Customer Relationship Management tool – Microsoft Dynamics CRM. Starting at $60 per month with a 30-day free trial, Dynamics CRM is a helpful tool for sales teams.

The strongest selling feature for Dynamics is the integration with other Microsoft products. This is great if you use Office 365 with Outlook and SharePoint, etc. If this is the case then Dynamics can work well for managing your sales process from start to finish.

A handy feature is the Outlook integration. It has the ability to track emails, appointments, tasks and contacts. For legacy Outlook users this keeps things familiar and makes life very easy. I also like the ability to take notes with OneNote during a call and have that saved with the contact's record.

Mobile capabilities are impressive with the right tablets and phones. It’s great for outside sales reps on the go. Team collaboration with the integrated Microsoft products is also helpful for closing more deals.

For managers Power BI is a tool that has informative, interactive dashboards with customizable reports. It’s easy to use and an excellent tool for Sales Managers to monitor results and provide feedback to reps.

Unfortunately, Dynamics CRM can be complicated to learn and clunky. My personal experience in learning to use it was somewhat painful. It was one of those "once you know how to use it, it is quite easy" experiences. In short, I did not find the software to be intuitive. This can definitely be a roadblock to adoption by your sales team.

The product has a significant customization capability, but that can get costly to set up. One of my high tech clients took it upon themselves to do their own customizations. Even they found it challenging to make them, so beware. If you do decide to purchase Dynamics CRM, make sure that you hire assistance for the setup and customization.

Overall, if you like Microsoft products and currently use them, this may be a good tool for you. However, setup time and cost, plus the time involved to get a sales team up to speed are factors that must be considered before making a buying decision.

Rating: 3 / 5


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