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

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Mobile

Social

Far more than a passing trend, social is here to stay. But when it comes to applying it to your business, you may be asking, “Where do I start?” The answer is simple: start with the priorities you have for your business. Enterprise Social can help you do whatever you need to do – faster and smarter.

More and more engagements come from social media and instant messaging; with Dynamics CRM you can monitor and use these methods to improve your sales process and customer experience.

Internal Chat

Use the internal Activity Posts within Microsoft Dynamics CRM to have discussions and post notes about customers, opportunities and cases.  Follow your key customers or team members and view all posts within the What’s New page in Dynamics CRM. This ability to post messages and have a conversation within each screen allows for better collaboration and internal communication – across teams, sites and locations.  For Enterprise internal communication Yammerintegration is available. Yammer is a set of powerful collaboration tools that every member of your organisation can benefit from. Get started with Yammer today.

Social Insights

InsideView is a cloud service that scans thousands of news sources, social media sites, legal filings and other public & private sources of company and contact information, then aggregates, classifies and filters that information to provide you with a rich data feed about the industries, territories, companies and contacts that you care about. All this data can then be synced with your CRM providing you with clean up to date data to help grow your business. InsideView will be available at no additional cost for all CRM Online Professional Edition users.

Social Engagement (formerly Social Listening)

The world has gone social and it is a buzz word in the business and IT world.  Companies now need the ability to engage with their customers (and potential customers) online and get an understanding of how their brand is being portrayed. Social Engagement can help you listen to your customers and analyse what they’re saying on social networks like Facebook, Twitter, YouTube and blogs. Microsoft Social Engagement scours social networks and then analyses the data and presents it to you in easy-to-read charts and graphs; allowing you to spot trends, track campaigns and respond to service issues. For more information view our blog post here.