So What Happened to Microsoft Dynamics CRM?

Well, it has reinvented itself with a new name, new features and a new, flexible-licensing model. 

On November 1, 2016, Microsoft launched Dynamics 365—a modern, mobile and intelligent ERP AND CRM cloud business application. With this transition, the functionality of Microsoft Dynamics CRM is now within three distinct apps:

  1. Sales
  2. Marketing
  3. Service

Like the CRM you already know, these three Microsoft Dynamics 365 apps still work seamlessly together in the cloud.

New Name

Microsoft Dynamics CRM is now known as Microsoft Dynamics 365 for Sales, Marketing and Service.

New Features

Microsoft Dynamics 365 is simple to use and, because it lives in the cloud, you can access it from anywhere (on any device), simply by logging into your Microsoft account. Productivity tools like Office 365 and Adobe’s Marketing Cloud seamlessly integrate within Dynamics 365. Additionally, features that have previously been costly add-ons to Dynamics CRM, will now be built within these applications including social listening and knowledge management functionality.

Plus, intelligence features like Cortana, Power BI and Azure Learning Machine are integrated within the Dynamics 365 subscription. Speaking of subscription, Dynamics 365 is now licensed in a new, flexible way.

New License Model

Microsoft Dynamics 365 is built on a subscription licensing model, which means:

  • Lower monthly costs
  • The most up-to-date features and versions
  • Costs are based on consumption (per user/per month basis)

Start with what you need to run your business and then add apps as your needs change. The Sales, Marketing and Service Apps– are now separately licensed, but they will work together like the CRM you know and love. Microsoft Dynamics 365 gives businesses more choices.

There are two editions within Dynamics 365: Business and Enterprise.

The Business Edition (releasing in spring 2017) will include Sales, Marketing and Customer Service Apps for organizations with 0 users or less. Each business application will cost $40 per user/per month, or you can purchase a plan for $50, which includes all of the applications and functionality.

The Enterprise Edition (available now) includes: Sales, Marketing, Customer Service, Field Service and Project Service Automation for organizations with over 250 users. Each enterprise application is individually priced at $95 per user/per month, or you can purchase a plan starting at $70 per user/per month, which includes all of the applications.

Contact us to learn more about Microsoft Dynamics for Sales, Marketing & Service.


New Features in CRM 2015

Lots of new and useful functionality is available with the latest Dynamics CRM offering from Microsoft, CRM 2015.  The 2015 release comes closely on the heels of the major CRM 2013 release, with the two version release dates barely 6 months apart.

Quick Side Note: If you aren’t up to speed on all the new stuff that CRM 2013 offers, you’ll want to see that first, as CRM 2015 is based on CRM 2013. Far and away the biggest change is the redesigned User Interface (UI) which allows the user to navigate easily and with less ‘clicks’.  In the CRM 2013 UI screenshot below you’ll there is also lot more related information visible on the screen.

Redesigned User Interface (UI) CRM 2013

The clean User Interface introduced in CRM 2013

Clean User Interface CRM 2013
The left hand Navigation pane has been replaced with the Navigation Bar across the top of the screen

To learn more about CRM 2013, click here.

I don’t want to suggest that this is a complete listing of new features for CRM 2015.  That can be found here.  Instead we want to highlight a couple of things that we feel will have a big impact or broad adoption across the CRM product line.

Microsoft Social Listening is now available, whether your organization uses Microsoft Dynamics CRM Online or CRM 2015 (on-premises).  If you haven’t looked into this yet, then you really should.  Microsoft has made significant investments in various marketing aspects (InsideView, Marketing Pilot, etc.) and Social Listening is only the tip of a dynamic marketing ice berg.

Marketing Capabilites in CRM 2015

 Check the buzz on how much people are talking about your products or your company, and how the volume of posts is trending

Social Dashboard in CRM 2015

Social Listening embeds within CRM

Social Listening in CRM 2015
Sentiment analysis in Social Listening

Quick Find
You can search and access records in CRM 2015 much faster and easier. The improved search capabilities provide users with a quick way to search across multiple record types through the Web app. Now, just by entering keywords in the search box on the Navigation bar, you can quickly find and navigate to a record from anywhere within the Web app.  Quick Find across multiple record types was available only on the CRM for tablets app for previous CRM version.  The search box supports using an asterisk (*) as a wildcard character.Quick Find in CRM 2015

Enter keyword(s) in the search box on the Navigation bar

Search Box on the Navigation Bar CRM 2015

To filter for matches of a certain type of record, you can select the record type from a drop-down list.

Hierarchical Views
New hierarchical visualizations and roll-ups bring real-time territory and forecasting data to your fingertips. Users now have a way to view accounts, products, and users that helps you see how info is related.  CRM 2015 can display how data is related or grouped by accounts, products, or users in hierarchical charts. The user can pick a data set to get more details and navigate to the info you’re interested in.
Example of Account hierarchy

Hierarchical Views CRM 2015

Business Processes
The Business processes available in CRM 2015 allow you automate a number of different activities in CRM.  The example we’ll discuss here is the “branching ” feature that is follows different steps based on rules and conditions.  That means that you can take a different “branch” (and handle a customer differently), based on things like the person’s budget, the type of products the person buys, when the person plans to buy your products, or other conditions.
For example, you are in process of qualifying a Lead and you learn that the customer plans to buy next month, which means that you’ll need to create a sales proposal and get certain approvals. The business process you’re following guides you through the tailored steps to handle the specific ‘branching’ conditions of the Lead prospect, with no guesswork.
You can find more information and detail about business processes here eBook: Customize a business process. This eBook is intended for administrators or managers.

Convergence 2015 is only a month away!
Microsoft Convergence 2015 is the place where the business community comes together to learn, share, and be inspired. Convergence 2015 includes an abundance of Microsoft Dynamics CRM session content that will help inform, educate, and inspire attendees, including sessions focused on sales, marketing, and customer service. Don’t miss the opportunity to make key business connections with others who use the product, while discovering the full potential of your Microsoft solutions.

Convergence 2015

Webinar: Top 5 Reasons to Consider Microsoft Dynamics CRM 2013

Webinar: Top 5 Reasons to Consider Microsoft Dynamics CRM 2013CRM2013-overview

Please join us for this free webinar hosted by InterDyn BMI’s Solution Consultant, Jeff Spehn. He will demonstrate the best new features of Microsoft Dynamics CRM 2013 and answer any questions you may have.


  1. Intro to CRM
  2. Overview of Sales, Service & Marketing – 365 degree view of a customer.
    1. Integration to GP and other ERP systems.
    2. SharePoint Integration
  3. xRM applications
    1. Simple Example
    2. Example of our PSA System, Expense/Time tracking
  4. CRM in Outlook
  5. CRM Mobile
  6. Q&A with product Expert

Register now!

Visit our website to learn more about InterDyn BMI and Microsoft Dynamics.