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In the world of modern business, customer relationship management (CRM) is the linchpin of success, particularly for small-to-medium businesses (SMBs) and managed service providers (MSPs). Enter Microsoft Dynamics Sales Copilot, a powerful tool that combines the expertise of CRM with the prowess of AI. In this article, we’ll take a journey into how SMBs can harness this technology for short-term gains and long-term prosperity.

Microsoft Dynamics Sales Copilot is an ideal solution for SMBs ↗, providing a range of features that were further enhanced by the power of the GPT AI model. Features include auto-generated opportunity summaries, contextualized email creation, assistance with meeting prep, and real-time tips and suggested answers once the meeting begins.

In this article, we will explore how SMBs can utilize Microsoft Dynamics Sales Copilot for business growth, focusing on the short-term and long-term benefits.

Challenges for SMBs and MSPs in Customer Relationship Management

Imagine your business as a ship sailing through the vast sea of data. For many SMBs and MSPs, this voyage can be perilous. The seas are rough with data overload and your crew – the employees – may be overwhelmed by the sheer volume. CRM systems, or lack thereof, can make or break this journey.

Without the automation to navigate efficiently, your team must resort to tedious, manual tasks. It’s like rowing against the current, draining resources and leaving you at a disadvantage when racing against big-budget rivals. This is why platforms like Microsoft Dynamics Sales, Salesforce, and Pipedrive have risen as champions in the CRM arena.

The role of AI in addressing CRM Challenges

The role of AI in advancing CRM systems is key, with the Dynamic Sales Copilot platform a prime example of how the technology can help enterprises overcome traditional CRM challenges. This is achieved in four pivotal ways:

  1. Segmentation: AI can process large amounts of data and insights to create reports on customer segments, highlighting spending patterns and spending history. Using these reports, marketing and direct sales campaigns can be personalized to target specific customer groups, creating a much more effective approach.
  2. Improved sales funnels: Customer segmentation can also be used to modify sales funnels and customer journeys in real-time ensuring you are always on target, based on changing market variables such as a change in competitor activity or a shift in economic conditions. Successfully, leading to greater revenue.
  3. Personalized marketing content: Generative AI systems can completely revolutionize the creation of marketing content, helping to revitalize existing content and produce new imagery and videos that are personalized for a specific brand.
  4. AI-powered workflows: AI can accelerate business processes by automating numerous tasks within the daily workflow, allowing resources to be used in a more optimal way, particularly for those businesses that are struggling to manually process large volumes of data-based tasks.

The advantages of Microsoft Dynamics Sales Copilot

According to Gartner, AI-powered organizations are expected to see a 25% boost in customer satisfaction in 2023 ↗ highlighting the importance of becoming AI-ready. To assist with this transition Dynamics Sales Copilot offers two primary AI capabilities as part of its customer insights subscription:

Consistency across channels: AI ensures your brand voice is properly captured in all assets from marketing material to internal documentation. This means emails, online forms, event registrations, etc. can be correctly styled with just a click of a button, with natural language techniques delivering a consistent and relevant narrative across all channels.

Contextual customer journeys: The natural language approach can also ensure customer journeys remain relevant and maintain the correct context, creating a smooth customer experience. From marketing to sales, as well as customer service, AI can recommend the correct actions and messaging to respond in the most effective manner. This has a dramatic effect on reducing lost leads at the start of the customer journey.

This feature can be further improved with Microsoft’s integration of GPT-4 into its Power Platform. In just a few easy steps. businesses can design their own user-friendly chatbots to offer instant and relevant responses to customer queries.

Dynamic Sales AI-driven features

Below is a summary of the key AI-driven features of Dynamics Sales Copilot that make the platform perfectly suited for SMBs and MSPs.

  • Task automation: Employees can save significant amounts of time each week with Copilot’s task automation features. A popular use of this is auto-generated email functionality, helping to clear inboxes quickly without any reduction in customer service.
  • Predictive analytics: AI and machine learning algorithms can provide predictive analytics that can be used to drive better decision-making, allowing businesses to take the best approach based on previous trends and current market conditions.
  • Personalized customer experiences: Segmentation and generative AI means all aspects of a business can be customized based on the specific customer type. For example, content can be generated that directly speaks to loyal customers, while a different, more sales-driven approach can be designed for new leads.
  • Meeting summaries: AI can also automatically generate summaries of meetings, highlighting the key topics and any concerns that were raised during the conversation. Combined with recommendations on next actions, this allows sales agents to devise a clear plan when following up on a lead.

The Long-term Value of Dynamic Sales Copilot

Although Dynamic Sales Copilot can result in obvious short-term benefits, it is the long-term advantages that really set it apart from other CRM solutions aimed at SMBs. Leading scoring, for example, allows sales teams to prioritize leads based on a range of metrics, such as potential value and buying interest.

Meanwhile, sales forecasting features can accurately predict how much revenue the sales team will generate in a given time period, tracking individual sales performances against specified quotas to highlight any potential risks. Combined with other features such as customer behavior analysis, customer preferences, and market trends, this powerful and comprehensive solution can play a major role in delivering business growth.

With a 360-degree of each customer’s profile, AI can predict customer needs and identify opportunities, directly targeting potential leads with personalized marketing interactions.

Sales Workflows

Dynamic Sales Copilot’s ability to streamline sales workflows can minimize app switching with seamless data integration and updates between Microsoft 365 apps and the Dynamic Sales system, while synchronized updates maintain customer records so sales teams are always working with accurate information.

Users can also view summaries of customer information taken directly from the CRM system within Microsoft 365 apps, meaning they do not need to leave the app they are working in. In addition, advanced collaboration tools within Microsoft Teams make it easier for sales teams to work together, contributing to a better-targeted sales strategy and faster sales execution.

Dynamics Sales Copilot doesn’t just collect data; it uses AI to provide deep customer insights that can transform your marketing strategies. This power is particularly potent when considering the broader trends in AI in cloud computing. The agility and computational prowess of the Microsoft Azure cloud platform allows your CRM tool to analyze large data sets quickly, resulting in more precise customer targeting and higher sales conversions. And this scalability, albeit already impressive, will only rise as computing power continues to grow with advancements such as the Nvidia H100 GPU.

Why Choose Microsoft’s Dynamics Sales Copilot?

Dynamic Sales Copilot allows businesses to deploy new approaches that rely on tangible data, moving the business forward by using fact rather than intuition. Removing the guesswork from decision-making reduces the chances of any costly mistakes, meaning AI-ready CRM platforms offer a better return on investment (ROI) than traditional solutions.

Making decisions based on AI-generated insights helps SMBs adapt to changes in requirements, such as a shift in customer buying habits or the release of new products. By maintaining a high level of adaptability, businesses can continue to record annual revenue increases and improve customer satisfaction – two key metrics of a successful business.

Regardless of an SMB’s or MSP’s industry or size, Dynamics Sales Copilot is a flexible solution that can suit the CRM needs of any organization. With new features added constantly to extend the platform’s AI capabilities and offer scalability, Copilot is an impressive long-term investment that constantly evolves and improves.


In order to remain competitive, becoming AI-ready is no longer just a luxury for businesses, regardless of their size. Integrating an AI-driven CRM platform such as Dynamics Sales Copilot can provide a wide range of benefits, including using predictive analytics to make informed decisions, automating tasks, and personalizing the customer experience with segmentation.

AI can play a vital role in helping businesses achieve their growth target, while future-proofing operations so that they can adapt to market changes and new trends.


Do I have to pay extra to access Sales Copilot?

Copilot is included at no additional cost in Dynamics 365 Sales Enterprise and Premium subscriptions. If you don’t have a subscription it is also available to purchase as an add-on, making it very accessible to small to medium-sized businesses.

Is Microsoft Dynamics a CRM or ERP?

Microsoft Dynamics is a customer relationship management (CRM) and enterprise resource planning (ERP), combining the unique features of both solutions with added AI capabilities and productivity tools.

Does Dynamics Sales run in Azure?

Yes, Microsoft Azure has the necessary infrastructure to seamlessly run Dynamics Sales Copilot, maintaining Azure’s high level of reliability, security, and scalability. In fact, Microsoft Azure’s flexibility and ease of integration make it the perfect platform for Microsoft Dynamics Sales Copilot.

Ready to revolutionize your CRM strategy with Dynamics Sales Copilot? Connect with our experienced sales experts today to discover how AI readiness can empower your business.

Written by The Sherweb Team Collaborators @ Sherweb