Here at Beringer, we strive to deliver expert level consultation to our customers. In this fast-paced technical climate, it is crucial to stay knowledgeable about upcoming changes in technology. With CRM transitioning to the new Dynamics 365 platform, there are plenty of new features to keep us busy. Today, I’d like to show you some new features coming to the CRM offering that monitors Customer Relationship Health.
Dynamics 365 promises to track the Relationship of your Customers in a number of different ways. The first major enhancement includes a suite of Activity KPI’s to track User Activity against an Account. These Rollup fields come out of the box with Dynamics 365 and aggregate information around valuable metrics on a Customer, such as Time spent on an Account, Time spent by Team, Meeting Time spent, Call Time spent, and many others. The calculations are sophisticated enough to only measure time put against an Account rather than internal communication or even with Activities that might be duplicates in the system.
The new CRM platform also boasts a Setting for Customer Relationship Health Scoring. Administrators can configure metrics for activity against an Account to judge whether or not the Customer is receiving the proper attention from the Users. This Scoring system can be used to set preferred Communication Frequency and even Activity Weighting by Activity type. For example, if a Customer should be called at least once a week, CRM can now be configured out of the box to track the Phone Call Activity against an Account and provide a Relationship Health Score to show whether or not this condition has been met.
The final features I wanted to highlight are the added capabilities for Email tracking. Dynamics 365 offers improved Email statistics such as Reads, Replies, and Read Times. This allows for the ability to see when a Customer is actively reading and responding to an Email. Using the new Email Scheduling feature, Users can deliver Emails to Customers when they are most likely to read and respond. Users can also set reminders to follow up with Customers if their Emails have not been read or replied to within a defined time frame.
Dynamics 365 is loaded with new modules that increase User efficiency and make sure that their time is well focused on the Customers that need attention. Tracking Customer Relationships is effortless with the new Customer Relationship Health metrics and notifications. Dynamics 365 even allows you to tailor these settings down to the Customer level, creating a personalized tracking system to fit your business.
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