This is why, according to Cassandra Whobrey, CRM product marketing manager, Microsoft UK, Microsoft researched how people use the solution and strived to help businesses focus their attention on providing great customer service by having access to the right information, in the right format, at the right time.
“CRM lets the company keep track of every customer interaction,” Whobrey said. “The software plays the role of an organizational memory, so that every contact with the customer stayed personal and well-informed.”
One of the ways that Microsoft has helped businesses keep track of their customers is by simplifying the design of CRM, improving the workflows, adding mobile versions and integrating it with social media capabilities such as Yammer and Skype to increase customer relationships and deliver a customizable experience.
Dynamics CRM uses a combination of data analytics and workflows that pull up correct information quickly eliminating repetitive tasks and lost data. CRM can also pull-in data from online interactions and in-person meetings to give a thorough history for each customer.
“Dynamics CRM 2013 takes personal relationships to the next step,” Whobrey said. “For example, when an employee has an interaction with a customer, [CRM] might suggest what to do next: upselling a product, capturing a key piece of contact information or reminding the [user] about an important deadline.
“This is why CRM systems are becoming more and more important,” she adds. “They ensure a more consistent and a higher level of service.”
However, Whobrey mentions that what often stalls CRM implementation is the difficulty of entering information into the system.
“It can’t be a chore or else people won’t use it and a CRM database is only as good as the quality of the information entered into it,” she said.
And this is why the expertise of 360 Visibility, and the adaptability of Dynamics CRM, can help businesses sort through information in a timely manner and maintain high levels of service that will keep customers happy.
360 Visibility lets companies see clearly and act faster, so they can deliver exceptional products that suit the needs of their clients. We can connect you to the powerful analytics software offered by Microsoft Dynamics CRM in order to anticipate and adapt to the changing needs of consumers and stay ahead of the game.
For example, the solution includes templates for specific industries, such as professional services, manufacturing and financial services, as well as processes for event management and solution selling, allowing companies to build a solution that will fulfill their specific industry requirements. These templates are customizable and also work on mobile devices further allowing businesses to be connected to the people are resources they need.
Later this year, Dynamics CRM will feature Social Insights capabilities through Microsoft’s partnership with InsideView, a social intelligence provider. Social Insights puts real-time company and contact information from 30,000 sources into Microsoft Dynamics CRM, helping professionals connect and engage with prospects quickly and efficiently.
Read more on how 360 Visibility and Microsoft Dynamics CRM can help you stay ahead of the game and keep your customers first.