CRM 101
Microsoft CRM software, known as Microsoft Dynamics 365 CRM, is a comprehensive platform for managing customer relationships, sales, marketing, and service processes. At its core, Microsoft Dynamics 365 CRM is a cloud-based customer relationship management (CRM) solution that empowers businesses to manage interactions with customers, streamline workflows, and gain valuable insights from data. It is part of the broader Microsoft Dynamics 365 suite, which unifies ERP (Enterprise Resource Planning) and CRM applications into a single, integrated platform.
Whether it’s tracking customer information, managing leads, or personalizing customer experiences, Dynamics 365 CRM delivers a wide array of tools designed to boost productivity and drive customer satisfaction.
Agenda
· The 5 key screens: Accounts, Contacts, Opportunities, Leads, Dashboards
· Navigating the sales pipeline and opportunity management
· Activity-based selling: tracking calls, emails, and meetings
· Sales forecasting and pipeline analytics using AI
· Copilot in CRM: AI-generated summaries and next-best actions
· Dashboard views for sales reps, managers, and executives
· Integration with Outlook, Teams, and Business Central
· Getting started: licensing, setup, and quick wins
CRM Dashboards
A CRM dashboard serves as a centralized hub for displaying important information from your customer relationship management system. It presents data in a visually appealing and easy-to-understand format, allowing users to quickly assess their sales pipeline, customer interactions, and overall performance metrics. Dashboards typically include various visual elements such as charts, graphs, and tables that summarize key performance indicators (KPIs).
Agenda:
1. CRM dashboards – examples that are available now!
2. How to create and modify your CRM dashboards
3. Deeper Dive into “Visualize This”, creating and modifying your CRM dashboards
4. The next step, introducing Copilot for better CRM (Sales/Service) reporting
Microsoft it all works together, Business Central, CRM, and Office
Be unique in your industry by having AI that acts within your Microsoft software, not outside of it. In industries like manufacturing & distribution, transformation happens when AI is embedded directly in day-to-day processes, simplifying tasks such as work-order creation and enabling predictive scheduling and ordering. This includes:
· Agentic AI that builds and business workflows in real time based on your companies performance and business priorities. There are 10 Microsoft agents ready to go, the first 2 are AP agent, and Order Entry.
· Tailored AI functionality that drives measurable ROI and user engagement across manufacturing, energy, transportation, and facility management.
Agenda
· Introduction: The Role of AI in Microsoft Business Central and CRM
· Using Copilot in Excel
· Automating Emails and Reports with Outlook Copilot
· Streamlining Collaboration in Teams
· Building Dashboards and Insights in Power BI
· Integrating with Business Central & Dynamics 365
· Sales Copilot in CRM
· Security, Accuracy, and Responsible Use of AI
Microsoft CRM - Sales, Marketing, and Service
Microsoft Sales Copilot and CRM, Microsoft 365 Copilot is changing how we work by helping us write, communicate, and collaborate faster inside the Microsoft CRM we use every day
The potential increase in sales by using Microsoft CRM software & Copilot can be significant, with companies that use CRM effectively seeing their conversion rates triple. This improvement in communication processes and maximizing sales efforts can lead to a 30% increase in sales for some businesses. Additionally, CRM can enhance customer satisfaction and retention rates, and improve upselling and cross-selling success.
Agenda:
1. Sales Copilot
2. Sell more with CRM for sales (5 key screens), the 5 screens that your reps will use daily including Sales Copilot!
2. The 3 key CRM tools of 2025 that are included at no charge (Sales Copilot, Power BI for reporting, integrated calling).
3. Sales manager tools & reporting, it is all about the numbers!
4. Customer service made easy!
Microsoft Dynamics CRM for Dummies
Microsoft CRM manages and strengthens customer relationships by centralizing customer data to improve sales, marketing, and customer service processes. It provides a unified platform for businesses to track leads, manage sales pipelines, automate tasks, and gain insights through analytics and AI (Sales Copilot) to enhance efficiency and customer engagement.
Agenda: How Microsoft CRM helps businesses
· Sales:
Helps sales teams manage their sales pipelines from lead to close, manage opportunities, and track customer interactions. It provides dashboards with data insights and uses AI to assist with tasks and predict outcomes.
· Marketing:
Enables businesses to run marketing campaigns and manage customer-related data to personalize interactions.
· Customer Service:
Empowers customer service teams to manage cases, automate ticketing, and quickly resolve issues with AI-powered tools.
· Field Service:
Supports field agents by providing them with the information they need for jobs, allowing them to communicate with colleagues and customers, and optimizing their routes for efficiency.
· Centralized data:
Creates a single, centralized database for all customer information, including contacts, leads, and vendor data, which can be accessed across different teams and departments.
· Analytics and AI:
Uses built-in analytics and AI-powered features to help forecast sales, monitor customer sentiment, and provide insights to make better, data-driven decisions.
· Automation and efficiency:
Streamlines daily work through task automation and AI-assisted tools, reducing manual effort and improving overall efficiency.
Data Driven Decisions with Microsoft Business Central & CRM
Today most companies claim to be data-driven to some extent - it’s a very trendy thing to say. There are four key areas where data can help make better decisions. Those are, and our agenda:
1. Decisions relating to customers, markets, and competitors
2. Decisions related to finance - This is where a business looks at sales trends, cash-flow cycles, revenue forecasts, and the movement of share prices in order to make decisions around budgeting and cost-saving measures.
3. Decisions related to internal operations – This is where manufacturers reduce costs (and increase profits) by optimizing the operation of machinery and processes using AI, enabling paradigms such as predictive maintenance.
4. Decisions related to your people – Making sure you have the right people in place to carry out the jobs you need them to do, ensuring that they are supported in all the ways they need.
Business Central and Microsoft CRM, combined with Copilot and Power BI provide the data you need to improve profits and sales immediately. It is all about the numbers!
Time to Ditch SalesForce and Upgrade to Microsoft CRM
Are you ready to take your customer relationship management to the next level? In this webinar, we’ll explore how Microsoft CRM offers a superior alternative to SalesForce, enhancing your business processes with powerful integration, simplicity, and efficiency. Whether you’re managing customer data, automating workflows, or driving analytics-based decisions, Microsoft CRM equips you with the tools to transform operations and achieve lasting results. Join us to discover why now is the time to upgrade.
Agenda
· Streamline customer data management through intuitive interfaces and seamless integration with other Microsoft tools.
· Automate workflows to eliminate repetitive tasks and boost productivity.
· Leverage AI-driven insights to enhance customer engagement and improve decision-making.
· Optimize analytics and reporting with real-time dashboards that provide actionable insights.
· Showcase how Microsoft CRM simplifies configuration and maintenance, reducing overhead costs.
· Highlight migration strategies to smoothly transition from SalesForce to Microsoft CRM without disrupting operations.
Streamline customer data with Microsoft tools and AI-driven insights. Automate workflows, optimize analytics, and simplify CRM migration to reduce costs and boost productivity.
You’re Drowning in Data. Let AI Do the Heavy Lifting
Microsoft CRM (Sales, Marketing, & Service)
Join Microsoft & VOX ISM for an exclusive webinar where we will delve into how a CRM system can help you identify and add new leads easily and quickly and categories them accurately. By focusing on the right leads, sales can prioritize the opportunities that will close deals, and marketing can identify leads that need more nurturing and prime them to become quality leads. Using CRM well will increase your sales by 10%!
Agenda:
1. Sell more with CRM for sales (5 key screens)
2. The 3 key CRM tools of 2025 that are included at no charge (Copilot, Power BI for reporting, integrated calling)
3. Marketing, the forgotten art, generate more leads, sell more
4. Customer Service, managing customer calls, warranties, and product launches.
5. Management reporting, it is all about the numbers!
Training for your Sales Rep in Microsoft CRM Sales
Effective use of Microsoft CRM can help increase sales by up to 29%, sales productivity by up to 34% and sales forecast accuracy by 42%.
The webinar will walk you through the 3 steps to get started:
- Setting up and configure your CRM Sales environment
- How to access and navigate the CRM Sales dashboard
- How to create and manage accounts, contacts, leads, and opportunities
- How to customize your views, fields, and forms
- Expected outcome: You will be able to set up and personalize your CRM Sales workspace according to your needs and preferences with no programming
- Using CRM Sales to communicate and collaborate with your customers and sales team
- How to use email, phone, chat, and social media to interact with your customers
- How to track and record your customer interactions and activities
- How to use tasks, appointments, and reminders to manage your workflow
- Expected outcome: You will be able to use CRM Sales to communicate effectively with your customers and team, and keep track of your progress and results
- Using CRM Sales to analyze and optimize your sales performance
- How to use reports, dashboards, and charts to monitor your sales metrics and trends
- Power BI reporting in CRM sales
- Sales Copilot (Chat GPT)
- Expected outcome: You will be able to use CRM Sales to analyze and optimize your sales performance and customer relationships
Using CRM Sales is the first step to selling more, try CRM marketing next it is included at no charge!
Microsoft Copilot for CRM Sales and Marketing
· What’s new in Microsoft CRM in Summer 2024
· Use Copilot to identify the best prospects and leads based on your preferences and criteria
· Automate your outreach and follow-up activities with personalized messages and reminders
· Get real-time insights and recommendations on how to improve your sales performance and customer satisfaction
· Integrate your sales data with other Microsoft tools such as Outlook, Teams, and Power BI
By the end of this webinar, you will have a clear understanding of how Microsoft CRM and Sales Copilot can save you time and effort, with a goal of a 20% improvement in sales!