The Need
Good customer relationships are at the heart of business success. Connections with customers are the moments that define your business. As customer interaction evolves toward more individualized attention, your customers expect more personalized service, faster delivery, more sophisticated after-sales support, and additional services bundled into the original offer.
CRM - Customer Relationship Management - is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM is both technology and strategic process that will help you better understand your customers and how you can meet their needs and enhance your bottom line at the same time.
Did you know that:
- Fewer than 30 percent of Fortune 1000 companies can identify their most profitable customers
- Acquiring new customers is 4 to 10 times more expensive than retaining existing ones
- Companies that retain 5% more customers typically increase profitability by 25 percent or more
- Investments in enabling mobile workers with customer information have been found to increase customer satisfaction by 17 percent and profitability by 19 percent.
With an effective CRM strategy, a business can:
- Increase revenues
- Increase customer retention
- Cross-sell or up-sell existing customers
- Meet Sarbanes-Oxley requirements for customer record retention
- Perform more advanced analytics on customers.
THE SOLUTION - Microsoft Dynamics CRM
Sales: Shorten the sales cycle and improve win rates with a 360-degree customer view, lead and opportunity management, automated lead routing, sales process automation, and competitor tracking.
Service: Increase capacity to handle requests without increasing employee count. Service representatives can track requests, manage support issues from contact through resolution, and deliver the consistent, efficient service that helps ensure customer satisfaction.
Marketing: Deliver the right message to the right audience through effective target marketing. Marketing professionals can segment customer data across multiple data points to ensure proper audience definition. Complex full cycle marketing campaigns can be planned and executed with the results feeding directly into lead and sales management processes.
Analytics: Intuitive business intelligence tools built on Microsoft SQL Server and the Microsoft Office system deliver role-tailored reporting and analytics capabilities that empower executives, managers, and sales and service people to track and manage business performance, quickly create reports, measure and forecast revenue, identify opportunities, and proactively manage service issues.
Mobility: Microsoft Dynamics CRM Mobile works with most handheld or mobile devices to provide your mobile team with full, customizable sales, marketing, and customer service functionality, including support for multiple languages, regardless of where they’re working.
Integration: Microsoft Dynamics CRM integrates with the Microsoft Office System, Microsoft Dynamics Business Management Solutions, and other business systems to give employees a complete view of customer information across departments, divisions, and external data sources.
Application Development Platform: Microsoft Dynamics CRM provides an organization with the ability to quickly configure and extend the application to meet specific business process requirements. In addition to a “codeless” configuration environment, IT professionals can leverage out-of-the-box Web services to deliver rich content from other legacy applications.