Dynamics CRM Online Training & CRM Courses
                     Managing Accounts, Contacts, and Leads 
in Dynamics CRM
 Overview of core customer data management
 Understanding relationships between Accounts, Contacts, and Leads
 Improving sales and customer engagement
Introduction to Dynamics CRM
 Dynamics CRM is a customer relationship management 
system
 Helps businesses track customers, prospects, and sales 
activities
 Centralizes customer data for sales, marketing, and service 
teams
• Part of the Microsoft Dynamics 365 platform
What is an Account?
 Represents an organization or business (e.g., company, 
partner)
 Used mainly in B2B sales scenarios
 Stores company-level information such as:
o Company name
o Address
o Industry
o Revenue details
• One account can have multiple contacts
Managing Accounts in Dynamics CRM
 Create accounts manually or import from external sources
 Update account details to maintain accurate records
 Assign accounts to sales teams or owners
 Track related activities:
o Emails
o Calls
o Meetings
• View complete account history in one place
What is a Contact?
 Represents an individual person
 Usually linked to an Account
 Stores personal details such as:
o Name
o Email
o Phone number
o Job title
 A single contact belongs to one account
• Used for communication and relationship tracking
Managing Contacts in Dynamics CRM
 Create contacts independently or associate them with 
accounts
 Maintain up-to-date contact information
 Track communication history with each contact
 Identify key decision-makers within an account
• Improve personalized customer interactions
What is a Lead?
 Represents a potential customer or sales opportunity
 Can come from:
o Marketing campaigns
o Website inquiries
o Events or referrals
 Contains limited initial information
• Goal is to qualify leads before converting
Managing Leads in Dynamics CRM
 Capture leads from multiple channels automatically
 Qualify leads based on interest and readiness
 Disqualify irrelevant or duplicate leads
 Convert qualified leads into:
o Account
o Contact
o Opportunity
• Ensures better sales pipeline management
Relationship Between Accounts, Contacts, and Leads
 Leads are potential customers
 Qualified leads convert into:
o Accounts (business)
o Contacts (people)
 Accounts contain multiple contacts
 Proper management ensures:
o Accurate data
o Improved sales performance
• Better customer relationships
For More Information About 
Microsoft Dynamics CRM
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