CRM stands for Customer Relationship Management, an integrated set of data-driven software solutions that improve the way you interact with your customers and conduct business.

WHY YOU NEED CRM SOLUTIONS

CRM helps you manage and maintain customer relationships and track sales leads, marketing, channels, and provide an actionable plan. Usually, CRM solutions improve your profitability by simplifying the management processes of sales, marketing, and service departments and allowing you to focus on building and maintaining important customer relationships.

The powerful CRM solution is a multifaceted platform that stores all the content critical to developing, improving, and retaining customer relationships. Without the support of an integrated CRM solution, you may miss out on growth opportunities and revenue because you are not optimizing operational processes or taking full advantage of customer relationships or sales leads.

Imagine misplacing customer contact information, only to find out that your delay caused you to lose customers to a competitor. Or imagine your first two salespeople pursuing the same lead, resulting in an annoyed lead and some unfriendly internal competition. Without a centralized and automated CRM system, your team may lose track of customer interactions and miss out on business opportunities.

WHO WILL BENEFIT FROM CRM SOLUTIONS

· Small business looking to grow

If you want to gain a competitive advantage in the market, CRM software may give you a competitive advantage. CRM can reduce the IT management burden on employees by automating business processes, so you can focus on what's important: leading your business to success.

· An industry leader in need of large-scale solutions

Simplify and improve the most complex customer interactions with a range of CRM tools that can be expanded to suit your needs.

WHY USE DYNAMICS 365 FOR CRM

With Dynamics 365, you get a flexible solution to your business requirement. Choose a stand-alone application to meet the needs of a particular line of business or use multiple CRM tools that work together as powerful integration solutions.

Customer Service: Effortless service through any channel

Deliver guided, intelligent service and support on any channel with a unique ability to work with your existing systems. Empower customers and agents with the tools they need to ensure quick and accurate resolution, every time.

· Improve engagement

o Let customers connect quickly and easily through multi-channel service options.

o Use the artificial intelligence of service bots to increase service availability and free your agents for more high-value interactions.

o Resolve issues quickly using data analysis and predictive care.

· Personalize your service

o Deliver value with every interaction with a complete customer view.

o Guide agents’ actions toward optimal outcomes using intelligent automation.

o Create upsell or cross-sell opportunities using contextual customer data.

· Streamline your customer service

o Improve service based on survey feedback, discussion forums, and social listening.

o Onboard new agents quickly with in-app learning options.

o Optimize your service staff by allocating resources based on service trends that you can monitor in real time.

Field Service: Empower your agents to create a better customer experience

Streamline scheduling, inventory management, and on-site efficiency. Offer quick and transparent communications and tracking functionalities to keep customers connected to your field agents.

· Improve operational efficiency

o Use the Internet of Things (IoT) to detect and solve problems faster.

o Reduce costs using predictive maintenance.

o Automate work orders, scheduling, and dispatching.

· Empower field agents

o Boost on-site efficiency by providing technicians with mobile access to home office data.

o Understand customer preferences and history to deliver more personalized service.

o Enable technicians to work hands-free by using innovative technology like mixed reality headsets.

· Build trust

o Provide customers with real-time technician location tracking and appointment reminders.

o Share quotes, contracts, and scheduling information quickly and easily.

o Let customers self-schedule appointments and monitor service with a customer portal.

Sales: Empower sellers to drive personal engagement with customers

Go beyond sales force automation to better understand customer needs, engage more effectively, and win more deals. Sell smarter with embedded insights, foster relationships, boost productivity, accelerate sales performance, and innovate with a modern and adaptable platform. Use AI capabilities to track customer relationships and automate sales execution with contextual prompts that drive sales strategy.

· Grow business

o Improve win rate with a dynamic, event-driven sales process.

o Build pipeline with high-quality leads and prospects from a variety of sources.

o Measure the past and identify leading indicators for the future.

· Stay focused

o Find the right prospects and customers.

o Always know the next best action to move relationships forward.

o Build a high-performing sales team.

· Win faster

o Engage and collaborate around strategic deals.

o Align to the buyer’s journey to deliver personalized engagement.

o Work anytime, anywhere.

Marketing: Improve your customers' journey

Generate multichannel marketing campaigns, nurture sales-ready leads, and align your sales and marketing teams with planning and tracking tools that integrate with your existing apps and services.

· Foster leads

o Run multichannel campaigns featuring email marketing, web content, and events.

o Target matched audiences based on LinkedIn interactions using Dynamics 365 Connector for LinkedIn Lead Gen Forms.

o Personalize the buyer experience by customizing customer journeys based on user engagement.

· Make better decisions

o Gain insights into your brand reputation and market through real-time data analysis.

o Prioritize leads using multiple lead scoring models.

o Build custom dashboards to analyze the data that matters most to your business.

· Adapt quickly

o Automate processes for better service engagement experiences.

o Use artificial intelligence to guide your business decisions and drive innovation.

o Rely on the Microsoft cloud platform to reduce operating costs and simplify deployment across your infrastructure.

BETTER TOGETHER

When you combine the Microsoft Graph with Dynamics 365 and LinkedIn (with millions of users and tight integrations to the Microsoft platform), sales and service teams gain a unique advantage that drives more personalized experiences and revenue. And the Microsoft Research group's work on award-winning innovation is unmatched by another vendor and includes the latest advances in Artificial Intelligence. Microsoft is rated a leader across business applications, security, and cloud platform technology.