CRM Integration into Office

CRM integration with Microsoft Office connects customer relationship management (CRM) software with your Office apps like Outlook, Word, Excel, and Teams to streamline workflows, automate tasks, and centralize customer data. More importantly in 2026, CRM includes Sales Copilot to automate your sales and marketing requirements!

Agenda

1. Integration with the key office products:

a. Outlook

b. SharePoint (document automation)

c. Teams

d. Copilot

2. Save lots of time with Copilot Agents in CRM, what is new in fall 2026

3. Centralized Customer Data: Emails, contacts, and calendar events from Outlook can be automatically linked to CRM records, ensuring all interactions are tracked in one place

by Doug Heaton

CRM Dashboards

A CRM dashboard serves as a centralized hub for displaying important information from your customer relationship management (CRM) 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. You can have multiple dashboards, the most common are a dashboard for your sales reps, sales manager, executive team, and marketing department.

Agenda

1. Understanding the Microsoft CRM Dashboard

· Key features and interface layout

· How dashboards fit into the CRM workflow

2. Configuring Dashboards for Your Role

· Adding, removing, and rearranging components

· Using filters and views for personalized insights

3. Real-World Use Cases & Best Practices

· Examples of sales, marketing, and service dashboards

· Tips for improving decision-making with visual data

by Doug Heaton

CRM 101

Microsoft Dynamics 365 CRM gives your team a centralized platform to manage customer relationships and streamline the sales process. This introductory session walks through the everyday screens a sales rep, sales manager, and marketer use to track every account, contact, lead, and opportunity — and shows how a little marketing and AI can help you sell more with less effort.

Agenda

• The 5 key screens you will use: Accounts, Contacts, Leads, Opportunities, and Dashboards

• Role-based dashboards: Sales Rep, Sales Manager, Marketing Manager, and Management views

• Activity-based selling: Track what each rep is doing daily

• Lead & opportunity management: Qualify, progress, and forecast deals

• Sell more, do a little marketing: Simple campaigns and automated follow-ups

• Sales forecasting & pipelines: Using AI, including Sales Copilot

• Integration with Office: Outlook, Teams, Word, and Excel

by Doug Heaton

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

by Doug Heaton

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

by Doug Heaton

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

by Doug Heaton

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.

by Doug Heaton

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!

by Doug Heaton