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Which Dynamics 365 products meet CRM needs?
Five applications form the core of Microsoft's CRM offering. Each covers a stage of the customer relationship.
Sales covers everything from lead to order. Customer Service covers cases and post-sales support. Customer Insights covers marketing and consolidated customer data. Field Service covers work performed at the customer’s location. Project Operations covers projects that are sold and delivered.
Start where the pain is greatest. If the problem is that no one knows what has been promised to the customer, start with Sales. If inquiries are falling through the cracks, start with Customer Service. Implementing two at the same time does not double the benefits, but it does double the burden on the organization.
Power BI for reporting, Power Automate for automation, and Power Apps for custom needs are used with all five. They are not considered CRM solutions in their own right, but few can manage without them over time.
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