Microsoft Dynamics 365 CRM

Microsoft Dynamics 365 CRM solutions allow your company to keep track of your customer relationships and interactions. The goal of utilizing CRM systems (Customer Relationship Management System) is to improve business relationships in order to boost your business. In addition, companies can streamline processes and improve profitability with the help of a CRM system.
A CRM solution lets you focus on improving good relationships with your customer and keep them happy while they are receiving service from you, whether through your sales team, support team, or even operation. This is what CRM is all about: finding opportunities and winning customers, winning their project, and supporting them throughout the work cycle.

Why do you need CRM?

CRM systems are a must-have tool for every growing business. Powerful CRM solutions like Dynamics 365 CRM services help businesses to have an exact understanding of their client’s needs and to build better relationships with them. CRM insights let businesses to make data-driven decisions much easier.

Everyone in a business can benefit from a CRM system, whether in sales, customer service, business development, marketing, or any other area.
The CRM software stores information about potential customers or prospects, distinguishes sales opportunities, tracks service matters, and manages your different marketing campaigns. The exciting thing is that all this happens within one system. So each customer interaction is instantly available to anyone at your company who may need it.
Businesses of all sizes can use CRM to drive growth, but small businesses can benefit more from it, where team members are often pressed for resources. There is no doubt that collaboration and productivity will improve with visibility and easy access to data. It’s easy for everyone to check who has contacted customers, the items they have purchased, the last time they bought, the last communication with client, the amount they paid, as well as so much more.

Understanding how CRM components work together

A customer relationship management solution automates tasks, improves customer service, and provides insights. Following are three scenarios in which a modern CRM system can improve communication between sales, marketing, and service departments.

High security

Combining customer service and sales can help you predict your customers’ preferences and make it easier for them to interact and trust you. By combining the two, you can:
• Meet your customers’ expectations when you understand their journey.
• It is better to make customers control their data and easily find answers to their questions through a self-service portal.

Sync the sales and marketing departments

Combining sales and marketing components is possible to find out customers’ needs and address those requirements to the best approaches. The following tips can help you connect these two functions:
• The ability to connect with buyers through their preferred channel at the right time.
• Sending customers the best type of message at the right time.
• Ensuring a smooth transition from marketing to sales by prioritizing and nurturing the right leads.

Boost sales productivity

A CRM solution enables your sales team to prioritize leads and identify when and where they interact with customers. They can accomplish the following:
• They can forecast future sales and budgets.
• Assist your agents in streamlining the sales process from the first contact to sealing the agreement.
• Provide agents with real-time access to client data to offer solutions more quickly.
• Provide your sales staff with mobile solutions that are compatible with all browsers and devices.

Microsoft Dynamics CRM Features

Microsoft Dynamics CRM is one of the best customer relationship management systems that is developed by Microsoft. It consists of sales, marketing, and customer service module to bring the best customer experience to the clients of your business.

Microsoft Dynamics CRM system is both accessible as On-premise versions or cloud-based versions. In addition, it can be highly customized with its app-making capabilities based on your specific business needs. A few features of Dynamics 365 CRM are visualizations, dashboards, document management, grid filters, dialogs, recurring appointments, customer interaction and activities, goal management, fetch-based reports, Outlook clients integration, and more.

Sales with Dynamics 365 CRM

Dynamics 365 enables salespeople to build strong relationships with customers, determine the best course of action based on insights, and seal deals more quickly using Dynamics 365 Sales features. You can stay on top of your accounts and contacts with Dynamics 365 Sales and nurture your sales from lead to order with sales securely.

You can also create marketing lists, campaigns, and service cases associated with specific accounts and opportunities.
Your sales process initiates with “lead creation”, it can be created whether from website opt-in pages, email queries or from other sources.
The steps to a successful sales process are:
Qualification:
After getting your lead you should create your lead if it is not already in Dynamics 365 Sales. Once you’ve identified a lead with good purchasing power, you can qualify that lead.
Development of the lead
Details of the deals are developed from the opportunity record. Besides the products and services, they are interested in, the opportunity includes revenue estimates and a timeline.
Proposal presentation
Your proposal is now ready to be presented to your potential client.
Closing the opportunity
Upon receiving an order, your proposal becomes a quote. Once the order is received, the section and the associated opportunity close. Invoices are generated for the customer once the order has been fulfilled.

Marketing in Dynamics 365 CRM

Dynamics 365 Marketing enhances customer experiences while strengthening the relationship and earning loyalty. Data and artificial intelligence enable you to make faster and better decisions with Dynamics 365 Marketing, Dynamics 365 Sales, Dynamics 365 Customer Insights, Microsoft Teams, and other products.
There are two main modules in Dynamics 365 Marketing and its event management features. You can design interactive customer journeys in both modules and create graphical emails.
Marketing in real-time
Real-time marketing, which includes custom trigger events, SMS messages, and push notifications, is also known as customer journey orchestration. Based on the signals and rich profile data collected from your customers, it allows you to trigger customer journeys in real-time, select the best channel for each individual, and communicate with them in real-time.
• Message with hyper-personalization capabilities: Use dynamic text and images from various data sources to create personalized messages.
• Interact with your clients through the environment they mostly use: Create push notifications and text messages using mobile media.
• Respond to your clients in real-time: Boost clients’ satisfaction, by responding their requests as soon as possible.
Using outbound marketing
The platform allows you to seamlessly take advantage of email marketing, customer journeys, lead scoring, marketing pages, and social posting by streamlining the marketing and sales processes.
• Automated lead scoring lets you qualify your hottest leads, and a custom business process lets you manage them.
• Post messages on Facebook, Instagram, and Twitter to leverage the power of social media or utilize LinkedIn for lead generation.
• Survey your customers and build customer journeys based on their responses using Customer Voice surveys. This feature is available separately as an add-on feature for other Dynamics 365.

Customer Service in Dynamics 365

You can be assured that we will provide your business with the best customer service experience possible. Personalized experiences and optimized agent productivity enable you to earn customers for life through knowing your customers.
Dynamics 365 Customer Service is all about the agent experience. To improve customer satisfaction in service delivery, agents should accept customer requests from any channel, work on multiple sessions at once, interact with various apps without losing context, and enhance their workflow with productivity tools.
Depending on your organization’s needs, we provide several app experiences for you to pick from.

The following tasks can be accomplished with Dynamics 365 Customer Service:
• Manage and track customer issues via cases
• recording all interactions
• building a knowledge base
• directing subjects to the proper channels
• Establishing service-level agreements (SLAs) and monitoring them
• Providing entitlements and contract for service terms
• Using reports and dashboards to manage performance and productivity
• Creating and scheduling services
• using chat
• allowing to coordinate conversations across channels
One of the areas that Dynamics 365 perfectly supports is its case management features. Most businesses seek a functional way to track and handle the support activities of their clients. The Dynamics CRM case management feature lets organizations plan, track, and analyze cases through their lifecycle. A case is usually an incident that is reported by the customer, cases help businesses to track the process from the very first steps of the incident, through the serving process, to the final solution.
All case management fields and entities are based on Dynamics 365 CRM out-of-box features, usually, organizations prefer to add custom data fields that are tailor-made to their internal needs. The Dynamics CRM customer service can be customized and modeled to each business need. With the help of this feature, managers can use the Dynamics 365 customizable dashboards to have a full view of each case and teams’ performance. At the same time, employees take advantage of the cases to follow their open tasks and cases.
Agents need to have all the necessary tools to solve client issues. Lacking important information can greatly impact the efficiency of an agent. To avoid such problem Dynamics CRM grants agents access to the following items:
• The list of jobs that are necessary for resolving the case
• Access to the organization’s knowledge base
• History of the case about what has been done so far.

A CRM system's key features

CRM systems typically include the following features:

The management of contacts

From customer contact details to service conversations, all the latest information about customers is easily captured and accessible here.

Managerial leadership

It is possible for the managers to follow the operation process, roles, and purposes, through one unified CRM system.

Forecasting sales

Reports on sales forecasts provide salespeople with better insight into their long-term goals, enable them to control new leads, and help them monitor their progress. In addition, management can utilize these reports to motivate their staff members.

Employees can communicate instantly

Instant messaging functionality lets coworkers ask and answer questions from each other in real-time. Also, employees have immediate access to feedback or support from their managers if they need it.

Integration of Outlook and Gmail to track emails

Businesspeople can access their customers and leads at any time by syncing their clients’ email with the CRM system instantly. Without switching between multiple systems, the workflow makes it easy to view calendars and contacts from any device and in order to create and manage emails through one system.

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