Microsoft CRM: Much More Than One Piece of Software!

Here's some background information and a brief overview of the Microsoft CRM solutions offered by Concentrix. In summary, Concentrix supplies Microsoft CRM solutions three forms:

  • As the flagship CRM product, Microsoft Dynamics CRM
  • Hosted Microsoft CRM - which is the same product, Microsoft Dynamics CRM 'in the cloud', that is, as a hosted or Software as a Service (SaaS) solution
  • As a CRM module within the business management suite Microsoft Dynamics NAV. Note the CRM module in Microsoft Dynamics NAV is not the same product as Microsoft Dynamics CRM.

What is Microsoft CRM and where has it come from?

The concept of customer relationship management (CRM) has been around for many years and its popularity has grown significantly. Microsoft is relatively new to the CRM world in comparison to some of the other suppliers; the first version of Microsoft Dynamics CRM was released in 2004. However, the software has come a long way from the entry level product. It's had massive investment in research and development, and Microsoft Dynamics CRM is now a world-class solution. The CRM functionality of the CRM module within Microsoft Dynamics NAV is as powerful as many stand-alone solutions, and of course offers integration with other modules in the business management suite.

A Brief History of Microsoft Dynamics CRM

Microsoft Dynamics CRM was written from the ground up using .NET technology. The first release of the software - version 1.2, was essentially a development platform which had limited standard functionality and encouraged the user to purchase the add-ons which were relevant to their business. However, although this version was used by a number of organisations, users generally wanted the software to do more for them. Microsoft was aware that the solution wasn't quite up to the standard expected and consequently continued to develop the software.

In December 2005 a new version of Microsoft Dynamics CRM , version 3.0, was released. Version 2.0 was missed out, and this was an intentional attempt to highlight the dramatic difference between version 1.2 and the new release. Microsoft Dynamics CRM Version 3.0 provided more 'out of the box' functionality and facilitated complete cross-organisation visibility. What's more, it still had the strong development platform, which formed the basis of the first version.

In December 2007, Microsoft Dynamics CRM Version 4.0 was released. This is the latest release to date. Not only does version 4.0 have a familiar look and feel, it also provides seamless integration with other Microsoft products including Microsoft Office and Microsoft Outlook. What's more, it enables users to work within the CRM solution without them even knowing they are doing it, and as a result, it has been described as "Outlook on Steroids". It's arguably the most powerful mid-market CRM application currently available.

As well as increasing the overall efficiency of business processes by eliminating duplicate data entry and improving workflow, Microsoft Dynamics CRM 4.0 has a wide range of tools for planning sales activities, streamlining opportunities management and accurately producing sales forecasts. It also supports multiple currencies and multiple languages.

Hosted Microsoft CRM

As well as on-premise CRM solutions, Concentrix also offers Microsoft Dynamics CRM as a hosted CRM solution. With the hosted approach, the system and therefore data is stored on hardware which is not on the users site. Users access the CRM system via the internet. This means they can access their CRM system wherever they are in the world, providing they have an internet connection. And because the data is not held on internal servers, it is unlikely that any additional hardware will need to be purchased - therefore reducing the cost of the implementation.

How do I decide between Hosted Microsoft CRM and On Premise Microsoft CRM?

As with all business decisions, it is critical to look at the bigger picture, although one option may save money in the short term, what are the long term implications?

It is also important to consider the pros and cons of both solutions. So although the hosted solution is quick to set up, has low set up costs and lower upfront costs for equipment, on premise solution provide:

  • Greater control of the system
  • Total ownership of the solution
  • Unlimited customisation potential

Choosing between hosted and on-premise CRM is not always an easy decision. It will depend on your businesses type, aims, objectives and requirements. Concentrix is 'product agnostic' between hosted or on-premise CRM.

Hosted Microsoft CRM makes implementation easier for most organisations. For small to medium sized organisations, the hosted solution may be the more affordable option. For larger organisations, a hosted CRM solution is often the starting block for a much bigger project, as it provides an ideal introduction to CRM without having the associated risk of being tied into a long term commitment. However as a rule of thumb, larger organisations or those with more complex process requirements tend to opt for an on-premise CRM solution.

Microsoft CRM within Microsoft Dynamics NAV

The Microsoft CRM module within Microsoft Dynamics NAV is not the same application as Microsoft Dynamics CRM (it's also different again from the CRM module in Microsoft Dynamics AX).

The CRM module in Microsoft Dynamics NAV is part of an integrated business management solution. It provides good quality mid-market CRM functionality which covers everything you need to run and grow a successful business. It will empower employees with knowledge and help decision makers make more informed business decisions. It will also provide cross-organisation visibility which will improve efficiency and effectiveness.

Can Microsoft Dynamics CRM work with Microsoft Dynamics NAV?

Occasionally businesses using Microsoft Dynamics NAV will want to use the power of Microsoft Dynamics CRM (rather than the CRM module). Concentrix can integrate the two solutions using data integration software. There is a choice of applications we use to do this - it depends on your business requirements and what you need from your overall system.

Need More Information?

For more information about any of the Microsoft CRM solutions offered by Concentrix, integrating Microsoft Dynamics NAV and CRM, or any of our other products and services, please don't hesitate to contact Concentrix.