Customer Relation Management

Microsoft Dynamics CRM 2011

Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk) sectors, but Microsoft has been marketing Dynamics CRM as an XRM platform and has been encouraging partners to use its proprietary (.NET based) framework to customize it to meet many different demands.

The Microsoft Dynamics family of business applications includes other related products such as Microsoft Dynamics AX (ERP application), Microsoft Dynamics GP, (ERP application) Microsoft Dynamics NAV (ERP application), and Microsoft Dynamics SL (ERP Application) and also Microsoft Dynamics Retail Management System; also known as Dynamics RMS.

Dynamics CRM is a server-client application, which, like Microsoft SharePoint, is primarily an IIS-based web application which also supports extensive web services interfaces. Clients access Dynamics CRM either by using Microsoft Internet Explorer 7 or later web browser or by a thick client plug-in to Microsoft Outlook. The most recent release added full support for the Chrome and Firefox browsers, and limited support for Safari.

Microsoft Dynamics CRM 2011 is available as a cloud offering or an on-premises installation by a partner/customer. As in CRM 4 these versions can be highly customized using advanced extensions. New feature set includes – Visualizations, Dashboards, Document Management, Grid Filters, Dialogs, Recurring Appointments, Custom Activities, Goal Management, Fetch based Reports, MAPI based Outlook clients, FLS etc.

• Native integration with SharePoint 2010;
• Ability to create a query behind a look-up;
• Placing of a grid with child records on the parent record;
• Auto filter sorting capability like in Microsoft Office Excel;
• Microsoft Office Ribbon interface replaces menus;
• OData endpoints;
• LINQ programming API in the SDK;
• WCF services;
• Customization can be packaged as solutions;
• CRM Online supports plugins in sandboxed mode;
• Multiple forms per entity;
• Dashboard designer;
• Yammer integration;
• Lync integration.

The Microsoft Dynamics CRM 2011 RTW/RTM is available since January and mid February 2011 respectively. 41 languages are supported.