Whether you’re small or big business in any industry or niche, having solid relationships with customers are important to succeed. Building and maintaining quality relationship with customers is the core aspect of your success. Furthermore, customers, nowadays, also expect personalized experiences and proactive approach from customer support executives and salespeople. Customer Relationship Management System (CRM) focuses on improving the relationship with existing customers as well as finding new prospective customers by collecting, organizing, and managing customer information. Microsoft Dynamics CRM solutions bring useful information such as previous interactions, recent purchases, and current transactions from disparate systems into a centralized database, enabling your customer support and sales team to have useful insights to deliver personalized engagements to customers.
CRM system is considered as the most effective customer acquisition and retention tool that enables businesses to streamline and optimize workflow when it comes to interacting with clients. CRM enables organizations to collect useful data including customers’ demographics, their location, their spending habits, their engagement with the brand, their preferences, their feedback and other vital information that can further be used to run effective marketing campaigns for business growth. By streamlining sales pipelines, keeping customer data organized and searchable, CRM solutions also offer actionable insights that enable organizations to make informed decisions.
Benefits of using CRM software
Data Management:- By putting together information from numerous sources into a centralized database, CRM enables organizations to deliver personalized engagement to improve customer loyalty. With CRM, organizations can manage data in the way they want to with a clean-cut overview of contacts to run sales processes more fluently.
Actionable Insights:- CRM can capture and store a huge amount of customer data including their birthday to their favorite color of t-shirts. With built-in intelligence in CRM, organizations can easily make out meaningful insights from data such as what customer needs, his/her interest, and challenges faced while shopping, previous buying history, patterns, previous case history, etc. Based on analytics, organizations can target the right leads at the right time and with the right resources. In-built business intelligence in CRM software helps an organization to deliver better customer experience, higher levels of engagement to increase customer loyalty.
Improved Sales:- Organizations can track and visualize the performance of agents. Having clear view about employee’s schedule, Microsoft Dynamics CRM enables organizations to compare who is closing the most or the least of the company’s deals. Based on these insights, organizations can develop intelligent strategies on how to assign leads and tasks in the future. With real-time reporting capabilities, organizations can award top performers with bonuses, points, or even promotions.
Improved Customer Support:- When data is stored in disparate systems, it will lead to poor communication and weak customer service. By bringing customer data and cases from disparate systems to a centralized system, CRM enables real-time access of data to customer support representatives. With CRM, customer support representatives will be able to retrieve all activity concerning that customer, including past purchases, preferences, and anything else that might help in finding a solution quickly. Furthermore, organizations can send out customer surveys as after-sales support to gain valuable customer feedback which can further be used to improve product or service quality.
Effective Marketing Campaign:- CRM enables organizations to create Campaign records that offer insights related to return on investment (ROI) for each campaign. Organizations can track campaign spend and response to understand effectiveness while enabling organizations to track customer responses.
Better Collaboration:- Microsoft Dynamics CRM helps in building up better communication within the company. With CRM, agents across separate departments can access customer information in real-time through mobile devices, browsers, and operating systems, based on the roles and permissions. They can use this information to deliver optimized customer experiences in order to enhance the company’s efficiency.
The Bottom Line
CRM offers myriads of benefits. CRM enables you to cater to customers’ needs across multiple touch points including emails, social media posts, or website. With CRM, you can track every interaction with your customers and can use it further to deliver personalized experiences.
Recommended CRM Solution
Microsoft Dynamics 365 Customer Engagement (CE) is a cloud-based customer relationship management (CRM) business solution that helps in enhancing sales productivity while improving the value of your marketing efforts through social insights, business intelligence, and campaign management. D365 Customer Engagement (CE) features multiple business apps that can be purchased and used as stand-alone apps or can also work together seamlessly.
Microsoft Dynamics 365 CE include Applications
- Microsoft Dynamics 365 for Sales
- Microsoft Dynamics 365 for Customer Service
- Microsoft Dynamics 365 for Project Service Automation
- Microsoft Dynamics 365 for Field Service
- Microsoft Social Engagement
- Microsoft PowerApps