Analysis of Microsoft Dynamics Crm Solutions

Topics: Customer relationship management, Microsoft Dynamics, Microsoft Pages: 5 (1505 words) Published: April 11, 2012
Table of Contents
SectionTitle of SectionPage(s)
I.Executive Summary2
II.Brief History of Microsoft Corporation2
III.History of Microsoft Customer Relationship Management Software3 A.Timeline3
B.Additional Information on MS-CRM Dynamics 20113
IV.Common Business Issues3-6
V.Proposed Solution6-7
VI.Recommendations for Executive Committee7-8
B.Supplemental Materials9-15

I.Executive Summary

Especially true in today’s global economy, time is money and cost is the most volatile aspect of management. Efficient software solutions are an integral aspect of forward-thinking organizational management. The top competitors to Microsoft in the Customer Relationship Management (CRM) sector are Oracle and This document will analyze deploying Microsoft’s CRM solutions in any company wishing to maintain a competitive advantage in the current economy and technological realm. II.Brief History of Microsoft Corporation

As can be read in an analytical Excel document we created in August of 2011: In 1975, Gates and Allen form a partnership called Microsoft. Like most start-ups, Microsoft begins small, but has a huge vision—a computer on every desktop and in every home. In June 1980, Gates and Allen hire Gates’ former Harvard classmate Steve Ballmer to help run the company. Starting with a new operating system named "MS‑DOS," their hard work revolutionized daily office work into what will eventually become the MS Windows mogul. On August 6, 2011, published an article that states Microsoft is one of the 4 US Companies whose S&P 500 credit rating is higher than the US Government's. MSN Money reports their net income for the last 12 months is $23.15 billion and $69.94 billion in gross sales. (Bennett, 2011)

Detailed information of an analysis of the 2007 SEC 10-k filings for Microsoft Corporation and Oracle is located in the Supplemental section (VII:B, p12) of this document.  III.History of Microsoft Customer Relationship Management Software


Release DateName of Product
January 2003………………...Microsoft CRM 1.0
December 2003……………...Microsoft CRM 1.2
December 2005……………...Microsoft Dynamics CRM 3.0
December 2007………………Microsoft Dynamics CRM 4.0
February 2011………………..Microsoft Dynamics CRM 2011

B.Additional Information on MS-CRM Dynamics 2011

On-Demand: Web-based utility computing; minimal up-front cost; monthly subscription fee •On-Premise: Competitively low TCO (Total Cost of Ownership); generally requested by organizations wishing more control and customization of their CRM software IV.Common Business Issues

Customer Relationship Management (CRM) is at the forefront of innovative software. Most CRMs focus on sales, marketing, and customer service. "CRM does much more than just track customer interactions. It also helps organizations optimize their operations by automating routine tasks and standardizing best practices. Ultimately, CRM allows organizations to better acquire, manage, serve, and extract value from their customers while improving operational efficiency—something that is critical in today’s economy.” (Microsoft, 2009)

Issue 1: Sales
Poor investment management and re-prioritization
Low Revenue/ Slow ROI/ROA
No access to Real-time digital documents and data
Issue 2: Marketing
Missing tracking of customer interactions to market to the best sources Issue 3: Customer/Client Service
Poor customer retention
Ineffective employee authority privileges
High number of escalated interactions
Issue 4: Inefficient Business Processes
Automating repetitive employee and system activities
For example, the technical support system of an organization I recently used regarding a minor website issue required me to detail the issue on the web page before I was connected with a representative. After 5 minutes of wait time I was connected to a representative who proceeded to ask...

References: Bennett, A. T. (2011, August 24). Course_Project_Final_Submission.xlsx. Jacksonville, Florida.
Bishop, M. S. (2011). The Total Economic Impact Of Microsoft Dynamics. Forrester Research, Inc.
Greenbaum, J. (2008, April 18). Microsoft CRM Online Hunts Retrieved October 2011, from ZDNet.
Microsoft Corporation. (2011). Cloud CRM for Less. Retrieved October 2011, from Offers:
Microsoft Corporation
Microsoft Corporation. (2011). Microsoft Business. Retrieved October 2011, from Microsoft Dynamics CRM Online:
Microsoft Corporation
Microsoft. (2009). Customer Relationship Management: The Winning Strategy in a Challenging Economy.
Morphy, E
RB Data Services. (2010). MS CRM Requirements. Retrieved October 2011, from
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