The focus of CRM (Customer Relationship Management) is to support marketing, sales and customer service activities. It is aimed at creating strong customer relations and building up loyalty of customers by effectively responding to their specific needs. For this purpose, Microsoft Dynamics CRM uses and structures data and information from multiple sources, providing the user with a valuable and practical insight, including specific customer’s preferences and requirements for products and services.
CRM software, such as Microsoft Dynamics CRM, reduces the sales cycle, decreases adminstration costs, improves service quality and sales results and ensures customer loyalty for a company or brand. Additionally, by implementing structured business processes, CRM ensures improved profitability. With automated marketing, sales and customer service, it guarantees fast return on investment.
Microsoft Dynamics CRM is a sophisticated business tool which supports effective customer relationship management. It enhances the efficiency of sales and marketing activities and quality of your customer service. CRM is based on a range of BI and social media data. Now, you can manage your campaigns on premise and in the cloud, or in a hybrid environment.
The way modern entrepreneurs manage their businesses has changed substantially. Presently, before any purchase is made, customers, themselves, do market research for product availability and range. For this purpose, they use mobile devices and social media networks. To fulfil customer requirements, sales force have to gain a full understanding of new purchase paths and improve their customer engagement..
Microsoft Dynamics CRM provides a range of tools and solutions for sales process automation. The sales module is designed for users who contact the customer. It encompasses multiple activities which lead to a purchase order.
The sales module in Microsoft Dynamics CRM contains a range of advanced and intuitive solutions which streamline the sales process. Users or user groups e.g. sales teams are authorised to use the following record types:
Leads are potential customers. They are the “output” of marketing activities. Depending on a business type, leads can be represented by business or private entities. For example a Lead record can be created for “Company Ltd.” or “Ann Smith”. This record type includes basic information such as street, city, phone number and e-mail address, which is of critical importance to initiate communication with a specific contact person. Generally, such records do not contain detailed information such as the customer’s product demand, number of employees or budget. This information should be entered by sales staff on subsquent stages of the business process, when a lead is to be qualified as a sales opportunity. The qualification process, which is based on collected information, involves automated conversion of a lead into an account or contact i.e. a company or person representing the customer.
This type of a record is created based on a lead record when sales staff expect that a product purchase order is to be placed. As soon as the qualification process is completed, sales staff identifies information which enables them to manage the sales process quickly and effectively. Defining customer’s needs is important for offering the customer an ideal solution meeting its business needs. All actions and steps are performed based on a workflow defined for a business process.
Account is a record type which is used for companies or organisations which can be qualified as sales opportunities or maintained as an already existing customer. These can include existing customer as well as organisations for which information has been collected and with which no relationship has been initiated yet.
Contact is a person (such as Ann Smith), which can be registered as a company contact. For each account, one main contact should be created and multiple additional contacts can be used.
In Microsoft Dynamics CRM, all users use the feature called Activities. Activities are assigned by users to specific record types and create communication history with a relevant Account and Contact starting from the beginning of the business process.
For example, for “Company L.t.d.” as a lead, specific activities such as phone, e-mail, task were assigned. At the following steps e.g. Sales Opportunity, other activities were added. This way a customer record was created which ensures that each sales person who supports the customer will have access to all information and contact history.
Ensuring unique experience to customers should be a primary objective of business strategies. Microsoft Dynamics CRM provides multiple solutions which enable you to provide your customers with best quality service at any time using any communication channel. The service module offers tools which help you retain your customers on the competitive market. Only fast response to customer issues ensures continued cooperation with customers.
In the Service module, the user can access account and contact information at any time and view updated communication history. Customer service staff mostly use Issues, Service Calendar and Queues record types.
Issues are primary records in the customer service module. These are events registered by customers. They can be created manually by users or retrieved from other systems. Issues are processed based on a pre-defined process, which requires the user’s approval at each process step. Each issue has its unique identification number. As soon as an issue is assigned to a user, a time count is displayed to indicate the time left for the fulfilment of Service License Agreement
With transparent and practical overviews, each user can view the services he/see or its team deliver to customers. This way, the user can track current and planned services.
Queues are issues which can be prioritised in a convenient custom overview.
As with sales, in the service module users can use the activities feature to register their actions in a communication history log. This way, complete customer history is available at any time and no issue can be a surprise.
Microsoft Dynamics CRM ensures comprehensive support for various aspects of the marketing strategy, starting from planning through delivery to analytics of all channels including electronic, social media and digital. Additionally, CRM offers tools which enable a deep dive analytics of completed marketing campaigns, which enables the evaluation of campaign effectiveness and efficiency.
The purpose of the marketing module is to generate as many leads as possible in order to provide input for sales and service activities. The module contains features and processes which support the process of creating and maintaining marketing campaigns. The marketing department can view and track all Lead, Accounts, Customers and Contact records. Each lead, account or contact can be assigned to a specific Marketing List. The Marketing department uses mostly Marketing Campaigns and Marketing List record types.
Marketing lists are collections of customers and/or accounts and/or contacts. All records on a marketing lists share a common feature. For example, while creating a marketing list for companies seated in Poznań, it is possible to automatically include all companies with their headquarters in Poznań. It is also possible to create a customer marketing list based on a purchased product. Lists can be dynamic or static. Dynamic lists are updated automatically for new customers based on a specific list feature. Static lists are created manually based on criteria set which can be modified by the user at any time.
Advertising campaigns are created to manage all marketing activities in a structured way. For each campaign which is created, it is necessary to set up its type, period and budget. A set of activities has to be also defined for each campaign. Each campaign can be linked with selected target customers, i.e a marketing list, accounts and contacts or prospects.
A lead database is created by importing a database or entering records manually. After the data is validated, the lead is qualified as an opportunity.
Before an initial sales offer is prepared, customer needs are identified and specified.
An initial sales offer based on collected information is followed by negotiations leading to a final proposal.
The account order is transferred for processing using CRM integration with a business accounting software such as Dynamics NAV.
Invoices issued in the accounting software are synchronized with the CRM solution.
Each incident is registered by the service department. After it is qualified as an issue, it is assigned an identification number.
An account manager investigates the issue and develops a solution. The account is informed about the progress.
The issue is completed within the time period specified by the terms of the SLA.
Campaign parameters are defined, including the setup for cost registration and activity scheduling.
The lead and account overview based on defined criteria. It specifies a target group for the campaign.
Specific activities can be generated into a marketing list for various campaigns e.g. a telemarketing campaign.
Automated creation of activities for account managers e.g a phone call feature which enables efficiency control.
Microsoft Dynamics CRM Online is a cloud-based software which is provided by Microsoft in a subscription model. It is managed using an account on the Office 365 platform (no active Office 365 license is needed). Each named user is required to have an active license (i.e User Subscription License USL). No server licenses are required. Each subscription includes 5GB of storage. It can be increased by purchasing additional storage space. The solution can be enhanced with add-ons (e.g. Microsoft Social Engagement). No software installation is needed to start working with CRM Online – all processes are managed via an Internet browser (IE, Chrome, Safari, and Mozilla).
MICROSOFT DYNAMICS CRM for Outlook
It is an add-on for a PC/Mac Outlook installations.
Microsoft Dynamics CRM for phones express
Microsoft Dynamics CRM for phones express
Android/Windows/iOS smart-phones (for CRM 2013/2015)
Microsoft Dynamics CRM for tablets
Microsoft Dynamics CRM as an ERP solution responds to the needs of today’s sales staff. It incorporates a range of features which enable you to improve the level of sales:
Microsoft Dynamics CRM ensures that marketing campaigns are more effective, which results in improved customer satisfaction and increased sales profitability.
Your customers expect high level service well as the possibility to contact you from any place, at any time, using social media and mobile solutions.
Customers’ presence in social media is a fact. To be effective, enhance your customer engagement, offering your customers solutions whenever and whereever they need it.