CRM supports tasks associated with managing the sales life-cycle, which include the following:

• Managing and tracking communications between salespeople and customers
• Prospecting and qualifying leads
• Managing opportunities and keeping track of the stages of deal closure
• Maintaining a database of product information
• Using sales processes to guide sales representatives through the sales life-cycle using workflows and dialogs

Microsoft Dynamics CRM supports marketing activity with the following record types:

• Quick campaigns
• Campaigns
• Campaign responses
• Marketing lists

CRM supports following tasks associated with service management:

• Recording complaints, problem, questions, or other queries (case records)
• Recording entitlement to service (contract records)
• Defining services provided and the resources needed for the services
• Scheduling appointments using the scheduling engine
• Building a store of intelligence using the Knowledge Base