Dynamics CRM Online Training & CRM Courses

1. Managing Accounts, Contacts, and Leads in Dynamics CRM • Overview of core customer data management • Understanding relationships between Accounts, Contacts, and Leads • Improving sales and customer engagement

2. Introduction to Dynamics CRM • Dynamics CRM is a customer relationship management system • Helps businesses track customers, prospects, and sales activities • Centralizes customer data for sales, marketing, and service teams • Part of the Microsoft Dynamics 365 platform

3. What is an Account? • Represents an organization or business (e.g., company, partner) • Used mainly in B2B sales scenarios • Stores company-level information such as: • Company name • Address • Industry • Revenue details • One account can have multiple contacts

4. Managing Accounts in Dynamics CRM • Create accounts manually or import from external sources • Update account details to maintain accurate records • Assign accounts to sales teams or owners • Track related activities: • Emails • Calls • Meetings • View complete account history in one place

5. What is a Contact? • Represents an individual person • Usually linked to an Account • Stores personal details such as: • Name • Email • Phone number • Job title • A single contact belongs to one account • Used for communication and relationship tracking

6. Managing Contacts in Dynamics CRM • Create contacts independently or associate them with accounts • Maintain up-to-date contact information • Track communication history with each contact • Identify key decision-makers within an account • Improve personalized customer interactions

7. What is a Lead? • Represents a potential customer or sales opportunity • Can come from: • Marketing campaigns • Website inquiries • Events or referrals • Contains limited initial information • Goal is to qualify leads before converting

8. Managing Leads in Dynamics CRM • Capture leads from multiple channels automatically • Qualify leads based on interest and readiness • Disqualify irrelevant or duplicate leads • Convert qualified leads into: • Account • Contact • Opportunity • Ensures better sales pipeline management

9. Relationship Between Accounts, Contacts, and Leads • Leads are potential customers • Qualified leads convert into: • Accounts (business) • Contacts (people) • Accounts contain multiple contacts • Proper management ensures: • Accurate data • Improved sales performance • Better customer relationships

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