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What is a CRM?

Do you know what a CRM system or Customer Engagement is?

Companies need a Customer Relationship Management (CRM) system to effectively manage and analyze customer interactions and data throughout the customer lifecycle. A CRM system helps businesses improve customer relationships, leading to increased customer satisfaction and loyalty, which ultimately drives sales growth and profitability.

Take care of your customers

What is a CRM system?

CRM stands for Customer Relationship Management. A CRM system is a software or tool used to manage and organize a company’s customer relations. It is designed to help businesses collect, organize, and analyze information about their customers and their interactions to improve the company’s sales, marketing, and customer service. Here, relevant data about the customers, and their history regarding everything can be handled and stored in a central database. Microsoft’s answer to CRM applications falls under the umbrella of Customer Engagement. Here you will find applications for marketing, sales, and customer service.

What is Customer Engagement?

Customer Engagement is the collective name for Microsoft’s apps within Dynamics 365 that help companies create top-tier customer experiences. It’s not just apps for CRM and sales that fall under this name – there are also tools for smartly working with Service and Marketing. Everything is based on the same Dynamics 365 platform and consists of modules you can add where information and records can be shared.

Customer Engagement takes care of your customers

Within Customer Engagement, there is the opportunity to intelligently process, communicate, and take care of the customers you work with. You collect information, manage, and follow up on support or service cases from a single tool. Customer Engagement provides what is needed to create strong customer relationships from start to finish, where the customer feels secure, seen, and updated with what they need to know or get help with.

Which apps does Customer Engagement consist of

Customer Engagement includes apps for sales, marketing, and service. With the Marketing app, you take control of your marketing efforts by creating segments, communicating with different target audiences, and designing customer journeys based on your customers’ or potential customers’ behaviors. Sales help you manage leads, your sales process and your sales team to ensure confidence in your business dealings, while Customer Service is the tool that handles cases and service once your prospects become customers.

When is it time to get a CRM system?

You’ve outgrown what you have today.
The market is imposing new demands that your current business solution doesn’t support.
You’re stuck in a heavily customized solution.
You no longer have support for your core processes and workflows.
You’re doing manual work… too.
Your business solution doesn’t support new technology.

Right facing arrow Learn more about our CRM
Microsoft Customer Engagement

Grow your revenue by using AI and real-time insights to understand customers, personalize journeys, and close more deals.

The Customer Engagement suite gives you all the tools to make sure your clients gets the best treatment. From a potential client in Dynamics 365 Sales and Dynamics 365 Customer Insights to excellent support with Dynamics 365 Customer Service.

Right facing arrow Learn more

Dynamics 365 Sales

Empower sales teams with automation, contextual insights, and next-generation AI. Close more deals at a faster pace.




Dynamics 365 Customer Insights

Create engaging experiences by uniting customer data with real-time journeys and Copilot in Customer Insights



customer service

Dynamics 365 Customer Service

Exceed customer expectations by delivering exceptional service on any channel. Resolve issues quickly using generative AI and automation.



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