subject: Customer Relationship Management (crm)training [print this page] Customer relationship management (CRM) is an extensively applied strategy for managing a companys relations with customers, clients and sales prospects. It engages using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals of CRM Training are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.
Benefits of CRM Training
CRM training may be chosen because it is thought to provide the following advantages:
Quality and efficiency
Decrease in overall costs
Decision support
Enterprise agility
Customer Attention
Microsoft Dynamics CRM: The Business Benefits
1. Allows you to work entirely from Microsoft Office and Microsoft Outlook
2. Provides you with one place to keep all of your customer information
3. Allows you to learn more about the behavior of your customers
4. Offers greater security for your customer data
5. Is easy and quick to get up and running
6. Will grow as your business grows
7. Can send and receive faxes without the need for a fax machine
8. Is easy to maintain
9. Can be customized to the specific needs of your business
10. Is easy to migrate existing contact data
Security:
The Microsoft Dynamics CRM SDK provides a security model that data integrity and privacy, and also supports efficient data access, teamwork, and collaboration.
Organization and Business Structures
There are three primary entities within the organization. These are users, teams, and business units. Users represent people who use the Microsoft Dynamics CRM application. Teams are arbitrary groups of users created and defined by a user in an organization. Business units are the structural units of an organization, as defined by a user in the organization. They are the primary container entity within the organizational hierarchy. It is the business unit structure that determines and defines the concepts of Basic, Local, Deep, and Global access.
Database
Microsoft Dynamics CRM is a metadata-driven product. The metadata layer basically abstracts the underlying data storage details, such as schema and data access, from the higher level constructs of domain-logic implementation and user interface. The metadata can be thought of as a description of the underlying data structures that controls how the application (platform and user interface) operates and displays itself. This version contains new APIs that allow you to add or update the metadata.
Workflow
The workflow feature supports extending the functionality of the Microsoft Dynamics CRM system by enabling the user to create and execute custom business processes. The workflow feature is built on top of Windows Workflow Foundation, which provides the programming model, run-time engine, and tools for quickly building workflows.
Business Logic Extensions
Microsoft Dynamics CRM 4.0 provides an extension mechanism for implementing custom platform-based business logic. Developers are not limited to creating custom business logic through workflow processes alone. They can also construct business logic that is integrated with Microsoft Dynamics CRM and executes in response to a particular system event for a specific entity. Be aware that these business logic extensions are not supported in Microsoft Dynamics CRM Online.
This extension mechanism supports an event handler interface that is based on a simple pipeline execution model. The pipeline model allows for event handlers, also known as plug-ins, to be executed before or after the core operation of the system. The platform metadata stores information about each entity in the system. This information about entities can be used to track the list of event handlers, the class names, and whether a given handler is required for an action. For example, the account object can have several registered handlers. These handlers are stored in call order, which is determined by priority. When an action occurs caused by user interaction with the Web application or a Web service call, the platform checks the metadata for registered event handlers. If a handler is registered for notification, the platform executes a well defined event handler method, passing it run-time information.
