Microsoft Dynamics CRM delivers several key capabilities and features that can be leveraged by organizations across a wide range of industry segments as well as solution providers that are market leaders within industry verticals they specialize in. These include:

  • End-to-end CRM functional modules including Sales Force automation, Customer Service Automation, and Marketing Automation.
  • Integration tools that spans line-of-business applications across the enterprise.
  • Comprehensive business intelligence and analytics tools for business management and risk and compliance reporting.
  • Centralized store of all information, reports, communications, portfolio, performance in one easy-to-access location.


Figure 1 : The System architecture of MSDynamics CRM 2011 server

The system application architecture is described using the technical capabilities provided by the platform for developing solutions. This maps the logical elements of a Web application to a typical CRM application.