CRM or Customer Relationship Management is a strategy composed of applications, technology and products that fulfill three essential requirements:

• To give your enterprise a 360° view of each customer for consistent and unified contact with that customer whenever anyone anywhere in the enterprise deals with that customer. This knowledge increases the opportunities for sales and the effectiveness of customer service.
• To enable your customer to have a consistent view of your enterprise, regardless of the way the customer contacts you. This improves customer satisfaction and customer retention.
• To enable front office staff to perform sales, service and marketing tasks more efficiently as a team, increasing expertise and reducing costs.
• CRM describes a strategy used to manage and report customer/prospect/partner/contact interaction with enterprise contacts including sales, marketing, billing and customer service and support.

Marketing: Better Decision Making and a Clearer View of Customers
In today’s information-driven economy, most companies are awash in customer data. Success requires the ability to transform that information into clear, actionable knowledge and respond more quickly to changing customer needs and preferences. With Microsoft CRM, sales and marketing organizations can have instant access to complete customer information, regardless of where it is stored, along with the tools needed to turn that information into action. This allows your sales and marketing force to:

• Create a single view of each customer based on every piece of information collected.
• Focus marketing efforts using intelligent list and segmentation tools.
• Execute smarter marketing campaigns with powerful analytic tools.
• Understand what customers are really saying with reporting and analysis tools built on Microsoft SQL ServerTM.

Customer Service: Provide More Value to Customers
Every interaction with a customer is an opportunity to strengthen that customer’s loyalty by providing high-quality, personalized service. Because it benefits your company to offer customers targeted, relevant information about the products and services that interest them, Microsoft CRM can help enhance customer relationships while maximizing the ability to both up-sell and cross-sell. With the Customer Service module your organization can:

• Respond faster to service issues by delivering the right answers to customers in real time.
• Resolve customer issues according to desired service levels.
• Use centralized scheduling and dispatching to manage resources and coordinate services.
Flexible Platform: A solution that grows with your business
Microsoft CRM allows for powerful customization and integration to meet your evolving business needs. eSolutions Dynamics can help you customize and integrate a hosted Microsoft CRM solution into your business. This includes the integration of third-party ISV applications such as specialized vertical solutions, giving you the ultimate in flexibility.