Requirements

• For a better learning experience
• we suggest you to use a laptop / mobile phone / pen and paper for taking notes
• highlighting important points
• and making summaries to reinforce your learning.

Description

Welcome to course Professional Diploma of Microsoft Dynamics 365 CRM Business Architect

Course focused to examples of large-scale implementing of CRM in several banks with deep customization of functionality and integration with back-office and digital systems. You may review that course as example of implementation and discuss questions about your business and technical cases.

Course provided by MTF Institute of Management, Technology and Finance

MTF is the global educational and research institute with HQ at Lisbon, Portugal, focused on business & professional hybrid (on-campus and online) education at areas: Business & Administration, Science & Technology, Banking & Finance.

MTF R&D center focused on research activities at areas: Artificial Intelligence, Machine Learning, Data Science, Big Data, WEB3, Blockchain, Cryptocurrency & Digital Assets, Metaverses, Digital Transformation, Fintech, Electronic Commerce, Internet of Things.

MTF is the official partner of: IBM, Intel, Microsoft, member of the Portuguese Chamber of Commerce and Industry.

MTF is present in 208 countries and has been chosen by more than 380,000 students.

Course Author: Igor Dmitriev

Digital Transformation and Banking Expert

Education:

MBA, The Boston University

Master of Science at Engineering (Technical) Management,

The State University of New York at Buffalo

Master of Science at Informatics and Economics,

Six Sigma Black Belt

Experience:

Expert at Banking (> 18 years), FinTech & Digital (> 15 years),

Experienced Manager (> 14 years) with successful track of records

at personal and corporate entrepreneurship.

More than 12 years at worldwide banking groups such us

Societe Generale , Raiffeisenbank

Experience at roles: CEO, Head of Business, Chief Digital &

Marketing Officer, Head of Digital Transformation and Channels, Head of Products and Marketing.

What is Microsoft Dynamics 365 CRM?

Microsoft Dynamics 365 CRM (Customer Relationship Management) is a cloud-based software suite designed to help businesses manage their interactions with customers and potential customers in a centralized way. It provides tools for sales, marketing, and customer service, allowing businesses to optimize their processes, improve customer experience, and drive growth.

Main Functionality

Sales Automation: Streamlines the sales process, including lead management, opportunity tracking, contact management, forecasting, and reporting.

Marketing Automation: Supports campaign creation, lead generation and nurturing, segmentation, email marketing, and marketing analytics.

Customer Service: Provides tools for case management, knowledge base creation, service level agreements (SLAs), and omnichannel customer support.

Customization and Integration: Dynamics 365 CRM offers flexible customization options and seamless integration with other Microsoft solutions (e.g., Office 365, Power Platform) as well as various third-party tools.

Principles of Implementing in Large-Scale Businesses

Strategic Planning: Define clear business objectives and align CRM goals with overall business strategy.

Customization: Tailor Dynamics 365 CRM to match unique business processes and workflows.

Change Management: Communicate effectively with stakeholders, invest in user training and adoption programs.

Data Migration and Quality: Ensure accurate and clean data migration from legacy systems or spreadsheets.

Scalability: Choose a Dynamics 365 implementation model that supports business growth and changing needs.

Phased Approach: Break down implementation into manageable phases, focusing on core functionalities first.

Why is Learning Microsoft Dynamics 365 CRM Important?

For Companies:

Enhanced Customer Insights: Deeper understanding of customer needs, behaviors, and preferences for better decision-making.

Improved Sales and Marketing Effectiveness: Streamlined lead management, targeted marketing campaigns, and increased sales conversions.

Personalized Customer Experiences: Deliver consistent, high-quality service across all channels.

Increased Efficiency and Productivity: Automation of routine tasks and reduced manual processes.

For Managers:

Data-Driven Decision Making: Real-time access to performance metrics and insights to guide strategic actions.

Better Team Collaboration: Shared access to customer data for effective communication and cross-functional efforts.

Process Optimization: Identify bottlenecks and continuously improve sales, marketing, and customer service operations.

How Skills Development in Microsoft Dynamics 365 CRM Supports Career Building

High Demand: CRM professionals with Dynamics 365 expertise are sought after across industries.

Valuable Skills: Develops technical, analytical, and problem-solving skills applicable in various business contexts.

Career Advancement: Opens opportunities for roles in sales, marketing, customer service, project management, and CRM consulting.

Certifications: Microsoft offers Dynamics 365 certifications, which validate expertise and increase marketability.

Who this course is for:

• No special requirements. A course for anyone who wants to build career in IT and Microsoft Dynamics implementation
• What is Microsoft Dynamics 365 CRM? Microsoft Dynamics 365 CRM (Customer Relationship Management) is a cloud-based software suite designed to help businesses manage their interactions with customers and potential customers in a centralized way. It provides tools for sales
• marketing
• and customer service
• allowing businesses to optimize their processes
• improve customer experience
• and drive growth.
• Main Functionality Sales Automation: Streamlines the sales process
• including lead management
• opportunity tracking
• contact management
• forecasting
• and reporting. Marketing Automation: Supports campaign creation
• lead generation and nurturing
• segmentation
• email marketing
• and marketing analytics. Customer Service: Provides tools for case management
• knowledge base creation
• service level agreements (SLAs)
• and omnichannel customer support. Customization and Integration: Dynamics 365 CRM offers flexible customization options and seamless integration with other Microsoft solutions (e.g.
• Office 365
• Power Platform) as well as various third-party tools.
• Principles of Implementing in Large-Scale Businesses Strategic Planning: Define clear business objectives and align CRM goals with overall business strategy. Customization: Tailor Dynamics 365 CRM to match unique business processes and workflows. Change Management: Communicate effectively with stakeholders
• invest in user training and adoption programs. Data Migration and Quality: Ensure accurate and clean data migration from legacy systems or spreadsheets. Scalability: Choose a Dynamics 365 implementation model that supports business growth and changing needs. Phased Approach: Break down implementation into manageable phases
• focusing on core functionalities first.
• Why is Learning Microsoft Dynamics 365 CRM Important? For Companies: Enhanced Customer Insights: Deeper understanding of customer needs
• behaviors
• and preferences for better decision-making. Improved Sales and Marketing Effectiveness: Streamlined lead management
• targeted marketing campaigns
• and increased sales conversions. Personalized Customer Experiences: Deliver consistent
• high-quality service across all channels. Increased Efficiency and Productivity: Automation of routine tasks and reduced manual processes.
• For Managers: Data-Driven Decision Making: Real-time access to performance metrics and insights to guide strategic actions. Better Team Collaboration: Shared access to customer data for effective communication and cross-functional efforts. Process Optimization: Identify bottlenecks and continuously improve sales
• marketing
• and customer service operations.
• How Skills Development in Microsoft Dynamics 365 CRM Supports Career Building High Demand: CRM professionals with Dynamics 365 expertise are sought after across industries. Valuable Skills: Develops technical
• analytical
• and problem-solving skills applicable in various business contexts. Career Advancement: Opens opportunities for roles in sales
• marketing
• customer service
• project management
• and CRM consulting. Certifications: Microsoft offers Dynamics 365 certifications
• which validate expertise and increase marketability.