Customer Relationship Management (CRM)

Customer relationship management (CRM) can help reduce costs and increase profitability by organising and automating business processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields.

CRM for Sales

Sales

CRM for Service

Service

CRM for Marketing

Marketing

Social CRM

Social

mobile-icon

Mobile

Sales Force Automation

The way people buy has fundamentally changed. Today’s customer is constantly connected via their mobile device, is plugged into social networks, and does their own research to solve their problems.

Therefore, it is no surprise to find that customers are almost 60 percent down a sales cycle before they actually make contact with the company that they are researching. Your customer relationship management (CRM) system should enable your people to excel in this new world. CRM systems built for a traditional sales cycle are outdated—they are static and not able to help you in a dynamic way. And that is why, with Microsoft Dynamics CRM 2013, we are creating something entirely new.

Teams

Microsoft Dynamics CRM allows organisations to work smarter. With complex sales there may be a number of people involved – pre-sales, technical, account manager – all need to work together to close the deal. Opportunity management allows your team to stay connected, centralise information and record all communication with your customer. Microsoft Dynamics CRM allows teams to stay connected – for example allowing Sales/Business Development to have visibility of complaints and customer service as well as Marketing and Internal Sales aware of what Account Managers and Sales Representatives are doing and saying to the customer. Centralising information allows everyone to work better together and provide a better experience for the customer.

Forecast

Visualisations with charts and dashboards allow business users to keep a real-time pulse on customer data.  This includes knowing what data changed, when it changed, and whether there are hotspots that need further investigation.  Opportunities can be visualised with pipeline funnels and top customers/opportunities can be highlighted to ensure you focus on business with the highest probability on closing. All charts show live data and allow users to drill down and interrogate the data as and when they need to. Visual charts allow users to get to the information they need quickly by highlighting areas to focus on. Sales pipelines can aid sales people by highlighting opportunities they should be closing and also ensure their pipeline is always full to reduce peaks and troughs in your business.

Process

We understand the importance of driving toward an outcome, which is why business processes are a significant component of our new user experience. Completely configurable process guidance takes the “guess” out of “work,” driving each individual and your entire organisation toward success. It’s a roadmap—from where you are now to where you need to go to reach your ultimate goal.  Implement the best practices to ensure your sales staff (especially new starts) close more business quickly. Allowing sales people to see what stage they are at and what they need to do to move to the next stage will help increase productivity and aid sales people to close more sales, quicker.