The core of Microsoft Dynamics CRM functionality is relationship management. Users can capture all customer touch points such as phone or email interactions, appointments, exchanged letters, faxes, etc. to generate a single view of the customer.

Microsoft Dynamics CRM has three comprehensive functional modules: Sales, Marketing, and Service (or Customer Care).

Sales: Sell more, faster with Microsoft Dynamics Dynamics CRM
Buying decisions are often made before you can even engage. To win, sales must adapt quickly. By using solutions that are familiar, intuitive, and easy to adopt, your sales team can be more effective in the office or on the go. With Microsoft Dynamics CRM Online, they have exceptional access to social data for lead generation and relationship management to make every customer conversation more relevant, valuable, and productive.
Your sales reps can easily collaborate across teams, geographies, and work groups with instant visibility into their pipeline from anywhere, on any device. Microsoft Dynamics CRM sales automation process includes lead generation, lead-to-opportunity conversion upon qualification, order management, and invoice tracking.
Marketing: Attract, engage, and retain customers with Microsoft Dynamics CRM
In this digital era, marketers need the ability to plan, execute, and measure campaigns easily from start to finish. Microsoft Dynamics helps engage your customers to bring your marketing vision to life by allowing you to accelerate your marketing around one plan that’s as agile as you are.

Reduce your time to market, improve brand consistency and message while gaining deep customer insights that help you plan effectively and execute flawlessly. Enterprise-ready collaboration means you work better together—across your team and with other agencies—on brand, content, and events, to stay aligned and agile.
Customer Service: Offer world-class customer service that leads to loyalty
Microsoft Dynamics CRM provides a comprehensive capability for customer service and support to help in order to reduce service response times, improve case resolutions, and increase customer self-service so you can manage and exceed SLAs.

You can deliver responsive, relevant, effective service—anywhere, any time, on any device. Connect with your customers on any channel, provide service on their terms, and empower your teams to move quickly to meet today’s customer expectations.
Social: Get powerful social insights by connecting Microsoft Dynamics CRM to Social Engagement
Turn sentiment into opportunity with Microsoft Social Listening. Monitor brand presence and track strategic initiatives across marketing, sales, and customer service.

Microsoft Dynamics CRM Online provides social capabilities to help organizations to analyse and act on market intelligence from social conversations, connect with their customers more effectively, drive business agility, foster customer loyalty, and accelerate your organization’s success with social capabilities.