Customer Experience: May the battle commence

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How would your customers rate the customer experience you give them? Would they call you customer-centric?

The various departments of your organisation may all be delivering exceptional customer service but if it doesn’t all hang together into a solid journey from start to finish, then you are probably losing opportunities and loyalty.

Customer experience is a big topic.  Where customer service is about a one-time interaction, customer experience is about the coming together of all touchpoints with consistency across channels. The aim is that each customer feels like you know and understand them and that you know what you are doing, that all the moving parts of your business work together effortlessly to produce the products and services that you are guaranteeing. One weak link such as incorrect records, repeated conversations, chasing for information or poor delivery standards after a promising start casts doubt over the whole operation.

It’s predicted that 2020 will see customer experience overtake price and product as the key brand differentiator. That’s a good thing for businesses striving to provide the best quality of product and service in their category but without the operational set up to make the customer journey work, it could be the end for many.

 

What does a good experience look like?

The goal is that intangible factor- likeability. If you imagine you were looking at two identical proposals from two different companies whom you believe to offer very similar products and who want your business. Which one do you give the business to? Yep, the one you just feel more drawn to, who seems more able, who is ‘on it’, who you don’t have to teach to suck eggs, who you feel can relate and understand you and your needs.

 

Here are just a few of the most important factors.

Consistent Customer Insight – With insight from across the business, you can personalise experiences, tailor communications, cross-sell, up-sell then use all that knowledge of what works to create other opportunities. Single Customer View and Voice of the Customer are just two of the tools that let you collate and access this level of knowledge in Microsoft Dynamics 365.

Omnichannel Engagement – It seems obvious but a customer should be able to interact with you over a multitude of channels and still get a consistent experience. So, if a customer has engaged with you on one channel, they then expect you to know that when they then contact you through another channel. Likewise, they expect you to know the detail of that interaction and to be able to pick up where they left off with no repetition. 52% of consumers say that they are less likely to engage with a company if the mobile experience is a let-down.

Responsive customer experience – Every interaction should help to inform the next and not only that, it should help to improve the customer journey for every customer that comes after.

 

So, what now?

Businesses are investing.  According to a Gartner survey, more than 50% will redirect investment into customer experience technologies next year with the first focus on the ways that they collect and analyse customer feedback.

Do you know how your organisation will respond to the new customer experience battlefield?  In our next blog, we’ll give you the lowdown on how Microsoft Dynamics 365 is making it easier for you to bring your organisation into alignment with your customer experience goals.

And if you’re currently looking at CRM, you might find our webinar ‘What CRM solutions are available?’ helpful where we’ll explore the many options open to you!

What if you get CRM wrong…but what if you get it right?

If you’re investigating CRM for your business right now, you may have read articles about what happens when it goes wrong.

In fact, if you were to ask leading businesses who are successfully using CRM what their journey to CRM success looked like, there may well be some tales along the way.

We solely concentrate on Microsoft Dynamics 365 but when we sit down with our clients at the beginning of our discovery process, we always explore whether it will do for these new businesses what it has done for our long-standing clients.

And here’s what our experience has taught us.  No one CRM is right for every business.

And yes, the negative stories cite some truths. Get your CRM partner or platform wrong and you’ll struggle with poor user adoption, forgotten (key) features, ongoing silo working, ignoring valuable features and a board that is less than impressed with the return on their investment.

But what can you do to get your CRM project right?

We go into more detail in our Step 2 webinar ‘What CRM solutions are available’ which is part of our 8 Steps to CRM Implementation Success series, but in the meantime, here are a few tips.

 

Define requirements & objectives

Define why you need a CRM. You can’t compare solutions unless you know what you need it to do. You could end up either over or under spec’d and create more problems than you started with.

 

Stakeholder engagement

Consult with and know the needs of every stakeholder in the business. What are the processes, data requirements and current systems of every department? What do they need now and what could they achieve in the future with upgraded functionality? What do they definitely not want? Getting this right will increase the likelihood of high user adoption.

 

Platform research

Look at the bigger picture of each CRM platform. The functionality, licensing approach, customisation possibilities, compatibility with existing systems, sector suitability and its scalability are all considerations.

 

Choose the right partner

Meet potential CRM partners. We often find that it’s the people in our business that make all the difference to our clients. They will be working alongside and within your business during implementation and staying on hand to support you. It’s worth having synergy.

When CRM is implemented well, it can catapult your business into a more forward thinking and profitable approach. Start with the basics and you can build CRM into your business to be the bedrock of more innovation.

Although we are a Microsoft Dynamics 365 partner, our webinar series, 8 Steps to CRM Implementation Success, is an objective look at the process that anyone charged with investigating CRM for their organisation should follow.

Throughout the series, our MD, Billy Lyle, guides businesses through each step of the CRM journey. Step 2 focusses on what CRM solutions are out there. Watch this short webinar learn about your CRM options and continue your own journey to getting CRM strategy, planning and stakeholder engagement right first time.

CRM – the bedrock of bigger thinking

The businesses that are growing despite the stuttering economy and uncertainty all have one thing in common – customer insight. And they’re not afraid to use it.

It’s not surprising but many businesses looking at their competitors might think that they have a better management team, bigger budgets to spend or an easier product to sell.  Yet we know that the most exciting business growth comes from customer insight because without it, products would be misfired, resource wasted, leads burned and opportunities lost.

Don’t be mistaken – many of the businesses that you are perhaps comparing your own with are probably working hard at the foundations. The hidden hero of customer insight is the structure where it’s all pulled into so that patterns can be detected and opportunities spotted. Without that, none of the forward-thinking innovations would be possible.

Following the DMA Awards last December, we were reminded of why insight is so important.

Ikea’s strategy to boost family card swipes happened because they knew usage rates from their data. The insight led them to the opportunity and that led them to their campaign which then went on to revive a stagnant customer loyalty programme and increase revenue. We can guess that they are continually monitoring that data now and looking for more insights for future initiatives.

When Royal London wanted to increase over 50s life cover sales and market share through paid search, it targeted individuals, not keywords. To do that, they needed to know enough about their existing over 50s customers. Their outstanding campaign results meant they also needed to continue that level of individuality on the customer journey that followed.

Virgin Trains could never have run their public transport customer survey through multi-channel marketing automation without efficient and thorough insight analysis guiding them to their next move.

A CRM strategy  can help your business gather the insight and analysis you need to drive business change and growth. CRM is not the result, it’s the strategy to get it. It’s the structure that holds up the award-winning campaigns, initiatives and results so that they’re effectiveness can be forecast and their results analysed.

It’s the engine that keeps the business running as a unit, not as a collection of silos. It’s where staff can singlehandedly spot an opportunity to pass on to other departments. It’s where insights surface in the most unexpected places.

It’s not just where technology can increase the efficiency of every team member and every department. It’s not just a repository for segmentation and delivery. It’s not just a boon for compliance, GDPR and data security. It’s not just a place to organise and see the sales pipeline.

It’s where ideas can come from.

And like all good things, there is a way of doing things that will bring better results and that will challenge you to examine the reasons for wanting it.

So, in your rush to get to those business headlines, remember the role that CRM plays in getting you there and give it the time and focus it needs to bring it into play effectively.

Want to know more about building a CRM strategy and what CRM can do for your business? Watch our Webinar Series ‘Your 8 steps to CRM Implementation Success’ and start scoping your CRM business case now.

5 Must Knows for your CRM Research

So, you have the remit to explore CRM for your organisation.

You might be the CEO, the CTO, the COO or the Project Manager. Or maybe you’re just expected to report into them with your findings.

Either way, the CRM scoping and selection process knows no job titles and whilst the journey can be shortened, be very wary of missing out each of the important steps.

 

Here are five important things to note:

  1. CRM is way beyond a sales management tool. It’s a business strategy that lets you identify the needs and behaviours of your customers to win their loyalty. This isn’t just about seeing what they’ve bought and knowing what to sell them next. It’s about their every single interaction with your organisation and CRM lies at the very core of every area.
  1. Finding the right CRM system isn’t about which one is the most popular, or which one is cheapest, or indeed which one your competitors use. It’s far more complex. Integration with existing systems and software, customisation options, the appropriate levels of functionality for what you need now and in the future as well as user adoption all matter. Indeed, even the way that a software vendor interacts with its partner network is important so that you know where responsibilities lie for proposals, implementation and ongoing support.
  1. Whether you are migrating from one CRM system to another, moving from Excel, working with sector-specific compliance software or upgrading existing CRM, the process is king. There are objectives for every stage of the CRM scoping process, all of which are designed to help your business meet its objectives for CRM. And in most cases, create new ones once you know what is possible.
  1. It’s not a solo effort. Creating a CRM strategy and finding the right solution takes not just process, but collaboration. Stakeholder engagement is important. Every department can benefit from CRM but only if the right questions are asked of the right people from the outset. Customer services, operations, compliance, data security, IT, sales, marketing, administration, product development, distribution. The list goes on.
  1. Preparing a business case is crucial. It provides your board with the rationale, recommendation and expected ROI of your CRM proposal. However, what starts out as a detailed document is often reduced to no more than a few pages for the C Suite to read over. Make sure you know what they are looking for and stay true to the original objectives, as well as identifying the new opportunities that CRM creates.

 

Step-by-Step CRM Webinar Series

We’re often asked about every single one of the areas above. So, we’re running a free (and objective) Step-by-Step CRM Preparation Series that will make sure you have thought of everything.  It’s one thing to know what should be done, but sometimes insight from people who have done it before makes all the difference.

 

STEP 1: Your CRM Strategy in 2017

In the first of our webinars, we look at what a CRM strategy is, as well as why and how businesses across every sector are using CRM to meet their business objectives and challenges.

Watch our webinar and find out more about the whole series, here. And if you’d rather bypass the webinar series but still want the knowledge, why not give one of our consultants a call on 0845 226 8170 or have a look at our discovery day options.

20 Facts about Microsoft Dynamics 365 Version 9.0

Let’s start this blog by clarifying that Microsoft Dynamics 365 v9.0 is a major release. There are lots of changes so although it has been described as a July release, it’s going to take longer than that with some changes coming through Private Preview/Preview programmes first. It will also roll out to Dynamics 365 Cloud solutions first with Dynamics 365 On-Premise getting relevant updates afterwards. This isn’t about Microsoft taking their time. The changes all take Dynamics 365 forward with its modular, app-centric approach meaning that your updates can be phased instead of one big hit.

 

  1. The Dynamics 365 Business Edition is coming! SMB’s can now get the Finance and Operations App for Business Edition. Next up will be a connected Sales App for Business Edition followed by Marketing. Combined, they’ll make up the Dynamics 365 Business Edition providing one complete loop from lead to invoice on one interface.
  1. Dynamics 365 Marketing users on Enterprise edition will need to continue with Click Dimensions but for SMB’s, the Business Edition will have 60+ marketing email templates.
  1. There are two bits of interface news. Business edition users are first to experience Microsoft’s new Unified Client Interface. Mobile and web experiences will become more consistent and use a responsive user interface that will adapt to browsers and devices. So, it’s goodbye ‘synchronizing changes’ and hello consistency. It also means optimized navigation, mobile responsive dashboards, full form capabilities, mobile custom controls to name a few.
  1. Dynamics 365 Enterprise users will get a refreshed web client interface in response to user feedback (everyone can have a say https://ideas.dynamics.com/ideas/). The update means word wrap fields, better form tab formatting and the ability to extend theme capabilities and standardize fonts.
  1. One of our version 9.0 favourites, the New Activity Timeline, tracks a record’s complete history in one timeline and removes the need to click between tabs and a brilliant ‘What I Missed’ filter. You will still be able to configure what appears in the feed.
  1. The mobile experience goes beyond the addition of the unified client interface, and the activity timeline. Dynamics 365 Mobile users now have pinch and zoom charts in mobile dashboards, lots of new chart types to visualize data, chart and list views on one screen, form switching, better form navigation, customer controls for all form factors and, finally; relevance search and advanced filtering.
  1. Mobile can be offline or online by app and user – ideal for different levels of permissions amongst users.
  1. External data can now be read and displayed in runtime with new Virtual Entities that are stored like any other entity within Dynamics 365 so your data can be used in business process automation etc.
  1. Interactions in Customer Engagement Portals will now be visible in Dynamics Customer Insights including forum, knowledge base and search click actions. Not only that, a portal admin wizard will make it easy to add Dynamics365 content into portals.
  1. The Business Process Flow has had some TLC too with the stages able to be displayed in either floating or docked mode and vertical alignment so it’s easier to see what’s next.
  1. The Customer Service Hub (formerly known as the Interactive Service Hub) is built on the new Unified Client Interface so it’s accessible from mobile and doesn’t require a metadata download. It also allows you to ‘Bring Your Own Bot’ to extend the chat/co-browse capabilities in Live Assist.
  1. Security has been improved too with a configurable maximum session length and timeout if it’s left unattended. Warnings can also be configured allowing users to save their work.
  1. Microsoft Social engagement will support LinkedIn and Youtube as sources soon. LinkedIn Sales Navigator widgets allow you to sync with Dynamics 365 and identify the best contacts to connect with, account news, mutual connections and potential leads.
  1. Microsoft Social Engagement is bringing in a Social Selling Assistant that lets Sales teamwork from a digest of promoted posts to expand their network.
  1. Power BI brings more detail to social insights from all social activity and with the capability to listen in on LinkedIn soon, it will be a great way to review.
  1. Customer Insights makes the most of Intelligent Analytics with visualizations of every customer’s journey in one dashboard.
  1. Organisation Insights lets you monitor how Dynamics365 is being used within your business.
  1. There will be Native support for HTML email production and source code editing.
  1. There will be some Connected Field Service Enhancements for Spring 2018. Lots of details are still to be confirmed but universal scheduling will be great for field service solutions that fit industry demands.
  1. Customer Insights will be GDPR compliant by the end of 2017. And version 9.0’s general availability.

 

Register for our upcoming webinar on Thursday 14th September, 11am, to gain an overview of Dynamics 365 and how it provides role-based solutions for every part of your business.

Unlocking the Insight of your Customer Data

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The travel sector is awash with data. Mobile technology is fostering new data generating consumer behaviours and is dominating the travel industry.

Google seems to have hit the nail on the head when it described the modern customer journey as a series of micro-moments. Think back to the last time a friend recommended a hotel, holiday or journey to you. Did you patiently wait till you got home to look it up? No, nor us!  60% of travel searches start on mobile and 94% continue to jump between devices as they piece together options*, likes, dislikes, reviews and final plans. And it doesn’t end there, with 85% of leisure travellers deciding on activities after they have arrived at their destination. Swathes of time is spent experiencing, then reporting on those experiences on social media– good or bad.

None of this is surprising and more than ever, we are seeing the travel businesses that embrace data driven marketing and product development lead the way. And why not? According to a study by American Express, 83% of millennials said they would let travel brands track their digital patterns if it would provide them with a more personalised experience. In fact, 85% of all ages thought that customised itineraries were far more desirable than general offerings.

Customers are generating valuable, insightful data faster that it can be analysed.

 

Where does your travel business sit?

Every business on the planet (that wants to survive) is on a digital transformation journey.

Some are at the early stages; realising that having all customer data on separate platforms is not only ineffective, but is holding them back.

Some have their data in order on one central system but now need to identify how to analyse it for actionable insights that will feed product development and better ROI.

Some are already producing those insights and making the most of the increasing spontaneity and experience-led decision making of travellers with well-timed promotions and products.

Some travel firms have been on the journey since the beginning and are advancing quickly. New analysis of 321 million social engagements by Adobe Digital Insights has found at least 8 of the largest hotels have tested virtual reality experiences during the past six months and most of these were programmes that paired with a traveller’s mobile device.

 

Five Steps for Better Data Analysis and Use

 

  1. Data Management

Data is only as useful as its storage and use.  Bearing in mind that GDPR (General Data Protection Regulations) are on the horizon and come with large penalties, the right data infrastructures and processes are critical.  Your data environment needs to be GDPR compliant and allow you to capture individual interactions as they happen against one record.

 

  1. Connection

A Single Customer View will allow you to join the dots between online and offline customer journeys. Your customers will have a better experience and you will be able to use the data to spot opportunities and patterns within a client group. You’ll also see what is and isn’t working. As a result, ROI can’t help but improve.

 

  1. Deeper Knowledge

Customers expect you to know them. To know what the booked or did last, what they might want to do next and on what terms. You can’t do any of that without better use and understanding of your data.

 

  1. More Creativity

When you know who you’re marketing to and what makes them tick, you can be more creative and innovative in your messaging, reflecting them in your materials and interacting with them more meaningfully on social platforms too. With the right system, you can then watch those interactions, learn about behaviour trends and manage them.

  1. Understanding your ROI

When you are operating a CRM system that has been carefully tuned to your business’ needs, people and processes, you will be in a better position to plot your customer journeys and attribute online and offline channel success.

 

Want more?

Feel to join us for our next webinar, Digital Transformation in Travel & Leisure.

Date: Thursday 17th August

Time: 11am BST

Attendees: Best suited to marketing, sales, IT and data officers working in the travel and leisure industry and who use (or are considering) CRM for data management, inbound marketing and email marketing.

During the webinar, we will discuss:

  • The main themes of digital transformation in the travel and leisure industry.
  • What a 360-degree view of your customers looks like.
  • GDPR, a catalyst for positive change?
  • Creating a better customer experience and journey.
  • How Microsoft’s platforms and tools are helping us to improve our travel clients’ processes, productivity and insights.

It takes seconds to register. If you can’t join, you can still register for us to email you the recording. The industry is changing so quickly, it’s worth being informed.

 

 

Sources

https://econsultancy.com/blog/68183-10-spectacular-digital-marketing-stats-from-this-week/

https://www.thinkwithgoogle.com/articles/mobile-influence-travel-decision-making-explore-moments.html

 

A Holiday Begins With CRM

Holiday season is almost upon us and the travel and leisure industry is booming.

More people are seeking new experiences than ever before. And 76% of them are buying online. Not only is this great news for digital marketing, virtual experiences and efficiency, it’s a data goldmine that lets you meet your customers’ needs. From the first time they click through to your website, your customers are already imagining their holiday.

 

How deep is your data?

People expect personalisation.  They want to be treated as an individual and like to feel unique. They expect you to meet their needs without having to spell it out to you. For example, a returning customer will expect you to recognise them as quickly as possible. They need you to understand their preferences and choices based on previous interactions and purchases and will want recommendations and suggestions based on that.  To do that for every single one of your customers, you need to have a record of their buying behavior – data.

The ability to capture information about each and every customer and their every interaction with your business is what Microsoft Dynamics 365 refer to as a Single Customer View. The fact that Microsoft allows businesses to feed information from every department into one view on one system makes that insight far more valuable.

Suddenly, your segmentation is more meaningful, data becomes easier to manage and the nurture stage of your marketing campaigns can be so much more informed. The result is a delighted customer, rather than a satisfied one. And with most customers now spending a vast amount of their time in the social media ecosystem, you really do need to see them as part of your marketing team. People trust people and you can’t afford to leave people underwhelmed.

 

What makes Dynamics365 Single Customer View Different?

The term CRM doesn’t cover half of what Dynamics 365 can do. Microsoft defines it as end-to-end intelligent business applications in the cloud. It’s CRM and ERP working as a team to bring customer service, sales, marketing, field service, finance and operations together.  It creates one big management, implementation and feedback loop around the database, keeping your customers firmly at the centre of your business strategy.  That means that Microsoft’s Single Customer View really is the complete picture and that gives you real power to work more productively and communicate more effectively to deliver the personalised experience that customers want. Your business truly becomes insight driven.

 

Here are the big wins:

 

Sales

With task automation where a conversation isn’t required, and full sight of how a customer, or a group of customers interacts with other departments in the business, sales can focus on turning them into bookings.

 

Customer service

Full sight of a customer’s relationship with every department means customer service reps can do a better job of handling bookings, managing problems and maximising opportunities.

 

Experience

With a more joined up approach, customers get a more consistent approach across research, booking and the product or service. They get a better sense of your brand, which, in turn, means a greater likelihood to recommend or review on social sites.

 

Marketing

Exceeding customer expectations is harder to achieve than it used to be. At one point it was enough to personalise an email. Now, it’s about connection and showing you know what makes them tick and going the extra mile to make their booking even more of an experience. It’s impossible without a Single Customer View and can only lead to positive customer reactions with insights from other departments.

As we become more aware of the importance of collecting data and how that can drive strategy, one thing to keep in mind is GDPR.  The General Data Protection Regulations come into force in May 2018 increasing the importance of how you store, manage and use customer data. Whilst it hugely tightens things up and may reduce your overall data count, it does mean that the data you have will be more meaningful. Whilst 83% of millennials are happy to have their habits tracked by travel brands in exchange for a more individual experience, your marketing team will need to work hard to ensure engagement so that they can keep their data on file.

If your organisation hasn’t thought about the implications of GDPR yet, you will find our upcoming webinar hugely helpful.

 

What now?

There are so many ways to talk to your customers, understanding how to reach them and where they spend their time is important.  Knowing everything you can about them enables product development and marketing strategies, but it also brings customer delight. In the social media ecosystem, the more opportunities to delight you have the better! It’s a guaranteed way to keep your brand alive in a sea of online results.

Does your Single Customer View do enough for your business? Download our free Complete Guide to Microsoft Dynamics 365 for more information or give us a call.

 

The Truth About Your Customer Service

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All successful businesses have one thing in common. They ‘get’ their customers. Not only do they make sure the product/service is meeting their needs, they make sure that their relationship with them is unshakeable by providing the best possible customer service. So, what does that look like?

Well, here’s what it’s not. It’s not keeping your customers waiting for information, it’s not being passed around multiple people, it’s not missing deadlines and only explaining after the event, it’s not when the left hand doesn’t know what the right is doing, it’s not blaming other departments when things go wrong, it’s not incentivising new customers and taking the existing customers for granted, It’s not providing information only when it suits you.

Sounds straightforward, doesn’t it? Yet UK firms that aren’t getting customer service right are losing £234 billion a year.  So what gives? Why is it proving so hard?

First of all, the service you think your customers are experiencing and the reality can be two different things and it won’t be because you’re not trying. One of the first things we do with our own clients is look at their existing processes. Yes, we’re IT driven but every piece of software and every application have the potential to enable or disable your team’s best intentions.  So we ask questions like:

  • How do your processes look?
  • Are teams able to communicate effectively with one another?
  • How easy is it to access and share information between departments?
  • How quickly and effectively can a client’s query be answered?
  • How easily can you spot a pattern in complaints or in product issues before they happen?
  • How do your customers want to interact with you?
  • What are your customer satisfaction rates?
  • What areas do your customers need you to work on?
  • Every process you have should be removing the barriers that prevent all of these happening.

How would you answer all of these? At the end of this month, we’re holding a webinar to look into exactly how Dynamics365 removes the barriers to gold standard customer service.  Not that long ago, CRM was a means to collect and store data, identify your best customers and prospects, send customer communications and to look at buying patterns.  Dynamics 365 has responded to the new age of customer expectations and has changed the customer service rules significantly.

Find out more information by watching on our Dynamics 365 for Customer Services webinar.

Can Dynamics 365 Make CRM Bearable for Sales Teams?

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It’s somewhat ironic that most CRM systems were historically developed with sales and marketing in mind and yet, sales team members who love CRM are few and far between.

 

Here are some of the perceptions of CRM amongst sales professionals:

 

  1. Big Brother is Watching

CRM gives visibility of the sales pipeline and specific sales activities. Sales are the ultimate measure of a company’s success so it’s understandable that those figures are essential boardroom discussion points. The downside is that the Sales team can be heroes one minute, and have their performance under scrutiny the next. Businesses are never going to want to decrease the visibility of the sales team. Why would they? Dynamics 365 is about more than sales and marketing. Much more. The integrated platform is the first of its kind to glue together the final silos of data and processes of ERP and CRM bringing customer service, sales, marketing, field service, finance and operations together. One big feedback loop means business owners can see what is happening where in the business and the effect on one department to the next. Everyone in the organisation has the collaboration and insight to improve customer acquisition and retention, making it much easier for the Sales team to provide more competitive quotes, to assure the best customer service and to benefit from recommendation. Cynicism is borne of fear and ignorance. Dynamics 365 turns that on its head.

  1. Time…what time?

In the past, CRM systems have been a separate workflow meaning that the sales team view it with the same disdain as filling in timesheets. With the information in the mind or notebook of a sales person, it can be a bind to remember to record an email, a conversation, a new contact, a timetable update, proposal changes etc. It just feels like where data goes to die – no better than a filing cabinet. Dynamics 365 is one system. It’s the Common Data Model that is the game changer. It makes data entry more worthwhile and the effort is rewarded with tangible results.

  1. The Probability to Close …Maybe

Many sales people say that the forecasting accuracy of old school CRM makes too many assumptions and doesn’t allow for the nuances of human decision making. There is not a lot of room for qualifiers that explain the readiness or value of a particular milestone. Dynamics 365 is more insightful than that. It’s best to see this in action but we can assure you that it works.

  1. If it’s out my head, it’s in yours…

Sales people make their money through relationships – building them, converting them and nurturing them. Knowledge is currency and if they wouldn’t want a competitor to know everything, why would they want their colleague to?  We can’t tell you what kind of principles you should be looking for in your business but we can tell you this. A good CRM system gives the sales team an opportunity to shine brighter, more often. Relationship building is about more than facts. It’s about rapport and relationships. Even your closest colleague cannot replicate your approach.

  1. Who’s in charge?

There is a perception that with a CRM system, marketing begins to control sales. Dynamics 365 recognises they are two different disciplines but there is more to unite you than divide you! Marketing is everything that you do to reach and prospect potential customers to make them aware of you. Sales are everything you do to close the sale. It’s the difference between warming up a prospect and interpersonal interaction. We also often hear that a second piece of business from an existing client was lost because they were let down on project management or customer service.

Dynamics 365 licensing means that all departments can have visibility of other departments without paying for a full subscription for that app. When departments have visibility of activities within other areas, they can predict needs, have more meaningful conversations, improve processes and approaches, and move at pace. Collaboration comes in and department blaming is shown the door.

  1. Dynamics 365 v Salesforce

All CRM systems are not created equally and finding the right one for you takes research. When Dynamics 365 launched, it was described in the industry press as a game changer.  Every CRM system out there is looking at how AI infusion can ramp up customer insight and engagement. However, Microsoft owns LinkedIn, giving Dynamics365 a significant advantage. It’s one platform across the whole business, with user based licensing that saves money compared to Salesforce. Office 365 is key and the familiar Microsoft user interface that businesses all over the world have with Office 365 makes for much higher and smoother user adoption.

 

The last thing the Sales team need is another set of handcuffs. Dynamics 365 lets them really get the job done.

Find out more information by watching on our Dynamics 365 for Sales webinar.

Infographic – The Microsoft touch points for customer service in manufacturing

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Please click here on the image for a high-res PDF version of this infographic

The Microsoft Touch Points for Customer Service & Manufacturing