What is Microsoft Dynamics 365
Microsoft Dynamics 365 is an online platform from Microsoft which merges CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning). Microsoft Dynamics 365 does away with the silo thinking of IT and approaches ERP and CRM as connected and flexible processes.
Advantages with Microsoft Dynamics 365
Until now, silo thinking in IT has led to a sharp distinction between ERP and CRM. The business handles its back office functions through the ERP system, developed and designed to support financial transactions: An order is created, an invoice is sent to the customer, the company receives payment, and the item is sent to the customer.
The CRM system is developed and designed to support the company’s relationship with the customer:
- Which dialogue did we have with the customer before we received the order?
- Has the customer been satisfied with the purchase?
- Were there complaints from the customer and how did we handle them?
Microsoft Dynamics 365 has been developed and designed to support ERP and CRM in the way we actually work with ERP and CRM in the real world: the company’s customer relations are both transactions and relationships, closely knit together.