Posted by on Jul 11, 2013 in Business, Featured | 0 comments

Customer Relationship Management – What Are CRM Elements?

Everyone has heard the old saying “The Customer is Always Right” and it’s still true today. Successful Sole traders, small businesses and huge corporations all realise that often the key to long term success is building assurance and trust with your customers.

Customer Relationship Management (CRM) products help companies manage all interactions with their customers in a streamlined and organized fashion. A large number of organizations use CRM products to better understand and respond to customer requirements, to manage customer churn and to automate key relationship functions such as service and support. For many companies, CRM these days is more than just about technology. Rather, it is increasingly about a holistic business strategy for revenue growth through better customer relationship management.

A full-fledged online CRM application like Microsoft’s Dynamics CRM system consists of multiple elements that offer companies a powerful way to manage customer relationships. This infographic from Scotland’s Intellicore attempts to shed some light on the components that make up a CRM system.


The system integrates a dashboard for presenting data in a visual format.

Dashboards allow CRM users to see specific customer information in easy to read formats such as graphs, tables and pie charts. The dashboard functions as a business intelligence tool for the CRM application by allowing business analysts to view customer data in various formats and combinations.

Web Resources

Microsoft’s CRM system also incorporates multiple Web elements that allow organizations to create interactive and engaging user experiences for CRM applications. Some of the typical web elements found in the online CRM system include HTML pages and Slverlight Web development tools.


Microsoft has complemented the Web elements with embedded client-side JavaScript for enabling dynamic content to users of its CRM applications. Companies can use the JavaScript functionality to provide customization options or for moving data between customer records.

Custom Workflows

The Microsoft Dynamic CRM system also includes custom workflows that can be used for running certain tasks on a regular basis. For example, the workflow capability could be used to perform certain operations on customer records on a scheduled basis.


In addition to customizable workflows, the online CRM system integrates Plugins that can
be used to run tasks when certain conditions are triggered. Unlike the workflow function, which is used to perform scheduled tasks, the Plugins are used to manage tasks that arise in response to specific conditions, like the creation of a new customer record, for instance.


Finally, Microsoft Dynamics CRM includes a component called Solutions that allows customers and application developers to create and maintain customized CRM applications. Containers can also be used to maintain and distribute the customized applications throughout an organization.


This infographic was designed by CRM and mobile development specialists Intellicore of Aberdeen.

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