Microsoft Dynamics CRM was first introduced to the market in 2003. Over the period of its existence and development, many updates and releases of the CRM system have been released. The latest version to date is the release of Microsoft Dynamics CRM 2016, which was released in December 2015.

Despite the rather late, in comparison with competitors, entry into the segment of CRM solutions, Microsoft has acquired more customers than any other suppliers of similar systems. She is a recognized industry leader in enterprise CRM systems.

Microsoft Dynamics CRM 2016 offers specialized solutions for various industries and sectors of the economy: public sector, financial services, manufacturing, healthcare, retail, services, education, etc.

Dynamics CRM automates the main functions of customer interaction: sales, marketing, attraction, service, analytical data processing. The system provides collaboration with many applications: Office365, SharePoint, Yammer, Skype, Cortana Analytics, PowerBI, Windows Azure, etc.

Microsoft Dynamics CRM uses several technologies to ensure user experience. It can be delivered in the form of cloud solutions ( SaaS ), installed on a local server ( on-premise ), run on the .NET framework. This allows developers to integrate the CRM system with other applications through web services. Mobile work is possible through the iPhone, Android and Windows Mobile devices.

The system is offered in 44 languages ​​in 130 countries. If the company operates in several countries, then each country can have its own language version of the system, while all offices will use a single database. Microsoft data centers operate worldwide, which speeds up data processing.

Dynamics CRM is compatible with all popular Internet browsers: Internet Explorer, Firefox, Safari, and Chrome.


Like most CRM solutions, Microsoft Dynamics CRM is built on a modular basis. The main modules of the system are sales, marketing, and service. In addition to them, solutions have been developed that provide certain types of activities for interacting with customers and their support. All modules work on a single database, while users have access to functionality that matches their specialization.

The sales module gives users the tools to successfully manage every step of the sales process: from processing leads to analyzing transaction performance.

The marketing module simplifies aspects of managing marketing campaigns and mass communications, including direct mail, telemarketing, email, and social media.

The customer service module acts as a central repository for all customer information, allowing service representatives to provide better and faster customer support.

Additional solutions provide: mobile work with the CRM system, management of customer interactions through social channels, creation, maintenance, and publication of information from the knowledge base.


Microsoft dynamic CRM 2016 can be used in several ways. They are determined by the technology by which users will work with the system.

For the 2016 release, the following work options are provided:

based on cloud technologies, when a software product provides as a service (cloud solution);

based on the local server (on-premise) when the software product is installed on the company’s own server.

In both cases, it is necessary to purchase separate licenses for work. The functionality of Microsoft Dynamics CRM depends on the type of license.

If you want to use Microsoft Dynamics CRM only as a cloud service, then for this case there are five types of licenses. They are called Online User Subscription Licenses (USL), refer to users of the system and are not device-bound.

License options for working with cloud services include:

  • Dynamics Employee Self-Service – a license required to organize access for employees (system users) to general information (information portal, IT support service, corporate knowledge base, etc.). Employees will be able to independently find answers to questions that arise during their work.
  • Dynamics CRM Online Essential – This license option is required for users who are not related to sales, customer service or marketing functions, but they need access to activity management, promotion channels, user applications, accounts, contacts and knowledgebase articles.
  • Dynamics CRM Online Basic – the license is intended for users with a minimum level of needs for the CRM system functionality. It gives you access to the basic CRM functionality: working with accounts, contacts, leads, reporting, toolbars, interactive services, incident management, etc. Business analysts will need a basic license to work with Microsoft Dynamics CRM reporting.
  • Dynamics CRM Online Professional – Designed for sales professionals. It provides access to the system’s sales, customer support, and marketing capabilities. The license allows access to social activity management modules, collaboration tools, Service Desk services, knowledge management modules, etc.
  • Dynamics CRM Online Enterprise is a license that provides maximum access rights to the system. Users can use all the features of Online Professional and advanced features for sales management, marketing, and customer support.

If the system is installed on a local server (on – premise), then server licenses will be required to install it.

The CRM system can be installed on the server in two versions:

  • Microsoft Dynamics CRM 2016 Workgroup Server. This option allows you to work with the system to a limited number of users (no more than five). A server can only be installed in one organization and run in one instance.
  • Microsoft Dynamics CRM 2016 Server. There are no restrictions on the number of system users for this license. The server can serve several enterprises included in the holding. You can install multiple server instances and install role-based services.