Charities
A national charity
- The challenge
- Supporter data was split across events and donations.
- The approach
- Supporters had one record across activities.
- The outcome
- Supporters got relevant contact.
Dynamics 365 CRM
Dynamics 365 CRM by industry
Microsoft Dynamics 365 CRM brings sales, service and customer data together in one place. Explore how it fits your sector, with guides for more than 50 industries.
Overview
One CRM, shaped around your sector
Every industry manages relationships differently. A charity tracks supporters and Gift Aid, a construction firm tracks tenders, and a bank tracks brokers and compliance.
Dynamics 365 CRM adapts to each of these, with configurable processes, dashboards and automation, and it works alongside Outlook, Teams and Business Central.
New to the platform? Start with the Dynamics 365 CRM overview, read our Dynamics 365 CRM guide, or check Dynamics 365 CRM pricing.
Industries
Dynamics 365 CRM, tailored to your industry
Choose your sector to see how Dynamics 365 CRM supports the relationships, processes and regulations that matter to you.
Accountants
Advertising
Airlines
Architects
Aviation
Banking
Breweries
Builders
Charities
Construction
Consulting businesses
Defence
Dentists
Education
Engineering
Enterprise
Farming
Financial services
Food and beverage
Fundraising
Gambling
Healthcare
Higher education
Hospitality
Hotels
Insurance
Investment banking
IT
Law firms
Legal
Local government
Logistics
Manufacturing
Maritime
Mining
Museums
Non profit
Oil and gas
Pharma
Pharmacies
Physicians
Professional services
Public sector
Publishing
Rail
Real estate agents
Recruitment companies
Research organisations
Retail
Schools
Ship builders
Small businesses
Sports
Utility
Vets
Warehousing
Wholesale
Wineries
Zoos
Example use cases
How organisations put Dynamics 365 CRM to work
Anonymised, illustrative scenarios from different sectors. Open any industry guide for more examples.
Construction
A main contractor
- The challenge
- Tender pipeline was unclear.
- The approach
- Tenders were tracked by stage and value.
- The outcome
- Directors saw future workload.
Accountants
A mid-sized practice with an advisory team
- The challenge
- Cross-selling advisory to compliance clients depended on partners remembering.
- The approach
- Client records showed services taken, with prompts for relevant advisory offers.
- The outcome
- Advisory conversations became routine.
Banking
A specialist lender
- The challenge
- Broker relationships were managed informally.
- The approach
- Brokers were accounts with introduced deals tracked.
- The outcome
- The lender knew which brokers performed.
Breweries
A craft brewery selling to pubs
- The challenge
- Sales reps' visits weren't recorded.
- The approach
- Visits and listings were logged against accounts.
- The outcome
- Lost listings were noticed quickly.
Consulting businesses
A management consultancy
- The challenge
- Proposal pipeline was unreliable.
- The approach
- Opportunities were tracked with probability.
- The outcome
- Forecasts improved.
Illustrative, anonymised examples based on typical scenarios. Not client case studies.
FAQ
Frequently asked questions
Dynamics 365 CRM is Microsoft's family of customer engagement applications, including Dynamics 365 Sales, Customer Service, Field Service and Customer Insights. It holds your contacts, accounts, opportunities and service cases in one place and works closely with Outlook, Teams and Microsoft 365.
Yes. Fields, processes, dashboards and automations can be configured around how your sector works, from donor journeys for charities to tender pipelines for construction firms. Each industry guide on this page shows typical examples.
Most organisations start with Dynamics 365 Sales for pipeline and relationship management, or Customer Service for case handling. Field Service suits businesses with engineers on the road, and Customer Insights supports marketing and customer data.
Yes. Dynamics 365 CRM connects with Business Central so customers, orders and invoices are shared between sales and finance without re-keying.
It depends on scope, data and integrations. A focused first phase for one team is usually much quicker than a multi-department roll-out, and many organisations start small and add more later.
Yes. Licences are per user, so smaller teams can start with a handful of users and grow. Nonprofit pricing is also available to eligible charities.
No. They are anonymised, illustrative scenarios based on typical challenges in each sector, not named case studies.
Enquiry form
Find the right CRM set-up for your industry
Tell us about your sector, team size and what you want to improve. We'll help you understand how Dynamics 365 CRM could work for you.