And when you have to deal with extremely frustrating, and sometimes useless, encounters with customer service representatives, it’s not very likely that you’ll hold that particular store in high regard, or that you’ll be in a hurry to return any time soon. And this can cause some serious problems for the business concerned.

According to a 2009 study conducted by Genesys, research firm Greenfield Online, and Datamonitor/Ovum analysts, poor customer service that results in abandoned purchases or defections to other companies costs U.S. companies an estimated $83 billion annually. People have no problem going elsewhere; in the U.S., 71% of consumers have ended a relationship due to a bad customer service experience, with survey participants stating that when they end a relationship, 61% of the time they will switch to a competitor.

These statistics show hard proof that good customer service isn’t just something that businesses should strive for – it is a business requirement. Given the importance of providing high quality customer service, companies need to look at any tool that enables them to more effectively work with, as well as manage, their customers. With the rich features of Microsoft Dynamics CRM, companies offer their customers the premium service that results from having a comprehensive insight into customer activities and histories.

Microsoft Dynamics CRM provides an instant overview of customer accounts, enabling representatives to quickly identify customers and view past history.

With Microsoft Dynamics CRM, the ability to instantly access crucial account information allows representatives to get a quick understanding of customer needs. Providing good customer service means getting the right information at the right time. For example, if a representative is scrambling to find a customer and that customers order history with a long hold time – you take a bad situation and make it worse by the time the conversation starts. By establishing a basic information framework on which a representative can build , Microsoft Dynamics CRM improves question and problem handling and offers the ability to address issues quickly.

A survey by the Economist Intelligence Unit shows that the biggest obstacles to productivity growth are too much time spent on administrative tasks and lack of customer understanding (See graph below). By providing centralized information and a 360 degree view of the customer Microsoft Dynamics CRM drives up both agent productivity and customer satisfaction. The creation of different types of workflows enable specific service processes to be consolidated and executed across a company, and also allows customer service reps to manage their work more efficiently. By creating either personal, workgroup, departmental, or federated workflows, organizations reduce their reliance on IT and gain a clearer understanding of the tasks and assignments associated with different job roles within the company.

The top two indicators for customer satisfaction are First Contact Resolution (FCR) and Call Handling time/ Resolution time. Contact centers that have FCR of greater than 80% have a much higher degree of customer satisfaction than contact centers that have an FCR between 60 – 80%. Anything less than a 50% FCR is a recipe for customer churn. With Microsoft Dynamics CRM’s robust case and incident management functionality, a customer service representative can easily create, manage, and resolve cases through many different communication channels – such as by phone, email, chat, Web, or in-person contact. Dynamics CRM automates the assignment and supervision of customer issues by routing, queuing, and escalating support incidents based on the specified rules ensuring that cases get to the agents that are qualified to handle the issue. In addition functionality to get Export on Call assistance provides the ability for an agent to get help while online with the customer. With this automation, representatives speed up first call resolution and better serve their customers.

With the in-depth case management capabilities, representatives are able to get an at-a-glance view of each customer’s information, case history and service contracts and deliver appropriate service fast.

After planning and completing case activities, a representative can record in the customer account the issue raised by the customer and the representative’s actions in resolving the issue. By saving a record of the entire case resolution process, representatives have information that can be referenced in the future in case the same issue pops up, or if a similar one does. Keeping that information on-hand and using it when it’s needed shows a company’s commitment to maintaining and updating their clients’ data, which in turn proves to the customer that their needs are a first priority of both the representative and the company as a whole.

Scheduling services is also an easy process with Microsoft Dynamics CRM, enabling representatives to clearly define the resources and service offerings that the company provides to customers. In Microsoft Dynamics CRM, representatives can specify the resources available within the company, and direct the necessary resources toward the resolution of customer issues. For example, resources can be defined as people, equipment, and facilities, and the resources that have similar skill sets or capabilities can also be gathered together into resource groups.

With Microsoft Dynamics CRM’s all-encompassing customer service functionality, companies benefit from a system that delivers customer information, order and case history, sales information, case management, automated workflows for assignment and escalation quickly and efficiently. With this detailed knowledge right at their fingertips, customer service reps are better equipped to provide excellent support to clients by quickly and efficiently resolving any problems or issues.

Ashley Harbaugh is a Product Marketing Specialist at Ignify. Ignify is a technology provider of CRM, software solutions to banks, insurance and financial service institutions. Ignify has been included as the fastest growing business in North America for 5 years in a row by Deloitte, Inc Magazine and Entrepreneur Magazine and ranked as one of 100 most innovative companies in the world in the Red Herring Global 100 in 2011.

by Ignify

Make Your Business the Standard for Customer Service Excellence with Microsoft Dynamics CRM is a post from: CRM Software Blog

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CRM for Associations is a new concept that’s taking hold within the NFP marketplace.  It’s CRM, but CRM that is tailored to meet the requirements and speak the language of today’s associations.  As a membership-based organization, you have members, events, campaigns, sponsors, and other sources of revenue.  Your challenge is to manage and interact with all of your constituencies and audiences more effectively.   A CRM for Associations solution helps you do that while also boosting revenue.

Most AMS systems are lacking in sales, marketing, and service automation.  They do just fine with operational management such as event registrations and dues management, but many of the sales and marketing features and functions they offer are either afterthoughts, bolt-ons, or poorly integrated into the overall AMS system.  They fall well short for organizations with more sophisticated requirements.

With a CRM system that is designed and built for associations, you can break out of the limitations imposed by traditional AMS.  A CRM solution offers many sales, marketing, and service best practices:

• Constructing your membership team more like a traditional sales team.
• Developing ongoing nurture marketing programs to capture new revenue.
• Establishing a measureable lead management process.
• Utilizing integrated case management to establish a high-end membership service program.

Where a CRM for Associations solution shines is in centralizing your sales, marketing, and service efforts for your membership.  You can manage the details of recruiting and retaining sponsors, donors, supporters, and members.  Plan and manage marketing campaigns of any size and complexity including direct mail and email marketing.  When a revenue opportunity is identified, you can track and manage it through the revenue capture process.

Microsoft Dynamics CRM is the foundation for our CRM for Associations offering.  We have taken the base functionality and customized it to meet the specific needs of membership-based organizations.  It retains all of the extensive features found in the base product but is extended and tailored to work for associations.   Here is just a brief list of its features:

• Access the system from within Microsoft Outlook or use it from a web-browser.
• Use the solution as a stand-alone application or as an integrated component to your current AMS solution.
• Create and automate marketing campaigns.
• Deliver personalized campaigns for specific members.
• Develop nurture email marketing campaigns for training, newsletters, and events.
• Track and report on marketing and revenue generation activities.
• Manage comprehensive buying and demographic profiles for all important constituencies.
• Provide top-flight service to members through integrated case management.
• Easily deploy the solution either on premise or “in the cloud”.

A CRM for Associations solution is a great alternative for any membership-based organization looking to grow its revenue. This new concept is being adopted by many leading organizations today and forms the foundation for better, more effective sales, marketing, and service management.  And the best part is that organizations are seeing improved success in generating non-dues revenue.  You can too.

Contact Steve Kane (skane@broadpoint.net and 301-634-2404) at BroadPoint Technologies, the mid-Atlantic’s largest Dynamics reseller, for more information on our CRM offerings.

by BroadPoint

CRM for Associations: A New Era in Member Engagement and Revenue Generation is a post from: CRM Software Blog

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Feature 1: Filters and Custom Filters
If you’ve ever used filters in Excel then you’ll love the new Filter options in Microsoft Dynamics CRM 2011. Click on the Filter button in the menu bar at the top and you get the ability to filter on all columns in the view you are on. Click on the arrows in each column and you have the ability to sort, filter, and custom filter. Columns whose values are picklists give you the ability to check one or multiple values to filter on.

Feature 2: Views – Personal Views and Default Views
Personalization in Microsoft Dynamics CRM 2011 means that no longer are you stuck with the same view of accounts that everyone else sees (and the crowd roars!). Not only can you change your default view (the view that you see when you initially click on a section), but you can also create your own views from existing views!

Say for instance, you’d like to add a column for the Follow-up Date on cases. In the Cases View menu, choose Create Personal View at the bottom of the list. From there, you can use the advanced find tool to add columns and even change the filter if you like.

Feature 3: Views – Lookup Fields
Look-up fields on forms can be cumbersome when the lookup is on an entity with a large number of records. Microsoft Dynamics CRM 2011 gives you the flexibility to filter lookups, create and choose look-up views and default views and allow search capabilities. From the form, you can click on the Customize Tab and then click on Form to edit the lookups on the form.

Double click on the field to edit the default filter, available views and search options.

Feature 4: Recently Viewed
A new navigation tool in Microsoft Dynamics CRM 2011 is the Recently Visited folder. Click on it, and you get a list of links to the most recent records that you’ve opened in the left column and links to your most recent views in the right column. Click on the push pin next to the record or view and the item will stay in your Recently Visited list forever (or at least until you unclick the push pin).

Feature 5:
Converting Emails to Leads and Opportunities If you’ve been using Microsoft Dynamics CRM for Outlook for even a short amount of time, you probably know and use the “Track in CRM” and “Set Regarding” buttons. But did you know that Microsoft Dynamics CRM 2011 can take it one step further? You can now convert emails to Leads, Opportunities and Cases as well as Tasks and Calendar Appointments to Opportunities and Cases? Once an Email, Calendar Appointment or a Task is tracked in the CRM, you have enabled the option to “Convert To.”

Lead: Converting an Email to Lead automatically fills in (with the ability to edit manually) the First Name, Last name, Company name and Email Address for the lead.

Opportunity: When you convert an Email, Calendar Appointment or Task to an Opportunity, the CRM tries to identify and auto-fill the Company, the Contact and the Source Campaign (in cases where the email is a Campaign Response).

Case: Emails, Calendar Appointments and Tasks converted to Cases automatically pull in the Customer and allow you to choose the Subject.

In all 3 instances, you have the ability to open the created record and work with it immediately!

Find out more about the personalization of Microsoft Dynamics CRM 2011, or Microsoft Dynamics CRM 2011 in general by contacting the OTT, Inc. team at info@OTT-Inc.com or 651.262.2600.

By OTT, Inc., a Minnesota Microsoft Dynamics CRM Partner

Personalize Your CRM Experience with Microsoft Dynamics CRM 2011 is a post from: CRM Software Blog

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The November 2011 service update for Microsoft Dynamics CRM Online included a close integration with Office 365, however the integration story of Dynamics CRM and Office 365 does not end there.

Office 365 can also be integrated directly with Dynamics CRM on-premises. While the implementation may vary – with some minor differences and limitations – the results and benefits remain the same: 

• Dynamics CRM + Office 365′s Exchange Online not only delivers email to the entire office, your team can also access CRM from Outlook. This capability allows you to view sales and marketing information in the context of your customer’s buying behavior, all within the familiarity of your email system.
• Dynamics CRM + SharePoint Online take advantage of the organic development of information within your organization and manage it within CRM, essentially serving as a document and database library on the Web that is accessible from Outlook.
• Dynamics CRM + Lync Online enable your team to stay on top of priorities and tasks, and track the availability of colleagues and contacts using IM and video teleconferencing.

The first step to providing a seamless experience to your customer is to provide your team with the tools that work well together, taking productivity to the next level. Those tools can be online or on-premises.

To learn more about how Office 365 can work together with Dynamics CRM to increase productivity, watch Tallan’s Do More with Microsoft Office 365 webinar recording or click on the link below to visit the Tallan CRM page.

By Tallan, Inc. – Microsoft Dynamics CRM Partner

Integrate Dynamics CRM with Office 365: Empower Your People is a post from: CRM Software Blog

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 Benefits for Company and Management

Above and beyond the product’s features and benefits, companies can take advantage of a well-designed CRM software deployment for:

• Quicker response for new leads, call scheduling, appointments and forecasting
• Automation of repeatable tasks, such as assignment of leads based on specific criteria, for improved productivity
• Better managed sales opportunities for increased revenue
• Improved sales effectiveness through best practices and standardized processes

 In addition to the company-wide benefits described above, the management team will be able to:

• Use real-time data to make better business decisions
• Produce more accurate sales forecasts by time period
• Use standardized processes and templates for improved training
• Help foster better communications between and among sales team members

 Confusion over the “Big Boys”

When searching for the CRM solution that best fits your organization, you may become frustrated when evaluating which product best addresses your requirements. The two leading CRM vendors are Microsoft and Salesforce.com.  To help
prospective buyers determine the difference in the offerings, Microsoft upped the ante by posting an open letter to Salesforce.com customers. The letter posed the the following questions and comments:

In this economy, how can you justify paying two to three times more than you need to for an enterprise CRM system?*

• Microsoft provides a financially backed 99.9 percent uptime commitment for every Microsoft Dynamics CRM Online customer; why does Salesforce.com only provide you with “commercially reasonable efforts” to keep your business running?
• Having access to the most up-to-date information is critical to your business; why doesn’t Salesforce.com provide real-time access to data and dashboards, refreshed whenever you need it like Microsoft does?
• Microsoft works great with Microsoft Outlook and Microsoft Office; why does Salesforce.com want you to start from scratch when it comes to productivity tools for your people?
• Microsoft provides the flexibility for your CRM system to work with other systems, whether they run in the cloud or on-premises; why does Salesforce.com lock you into one way of doing things?

 * Comparison based on Microsoft Dynamics CRM Online v. Salesforce.com Enterprise Edition

 Choosing the Right Partner

 Make no mistake:  the CRM solutions available now offer tremendous benefits to organizations, particularly in the sales, marketing, and customer service areas. One of the most important elements when performing a CRM system search
is identifying and articulating your organization’s key requirements so you can ultimately make an educated decision.

 Partnering with an experienced, proven CRM provider will ensure a smart implementation designed for your specific needs. BroadPoint Technologies is the largest Microsoft Dynamics partner in the mid-Atlantic.  Contact us at (301) 634-2478 or skane@broadpoint.net to discuss your CRM requirements and schedule a complimentary consultation.

by BroadPoint Technologies, Virginia Microsoft Dynamics CRM Partner

Dynamics CRM Fits the Bill for Productivity, Security, and Reliability is a post from: CRM Software Blog

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 How Do They Stack Up?

In order to get a clear picture of how these products (and companies)  stack up against each other, we need to make an apples-to-apples comparison.  By using the same criteria  as a basis for comparison, we can see how the products measure up.  Some of the most important factors to consider when reviewing these (or any other CRM solution) are:

• Ease of use
• Total costs (upfront AND recurring)
• Deployment options (cloud-based, on-premise or  both?)
• Accessibility (Microsoft Outlook, browser,  smartphone, tablet, etc.)
• User interface familiarity

 We’ve Done the Work for You

BroadPoint Technologies recently presented a webinar where we reviewed both of these great products and presented the business case for Microsoft  Dynamics CRM 2011.  The webinar, entitled  “Microsoft Dynamics CRM vs. Salesforce:  Tale of the Tape” discussed the pros and cons of the products and gave  you evaluation criteria to keep in mind when evaluating these two  solutions.  The webinar recording  is now available on the  BroadPoint web site for viewing on-demand.

 
Contact BroadPoint, the largest Dynamics CRM reseller in the mid-Atlantic, at (301) 634-2404 or skane@broadpoint.net for more  information on Dynamics CRM 2011 and how we can save you $150 per user if you  make the switch now!

Microsoft Dynamics CRM 2011 vs. Salesforce.com: Let the Punches Fly is a post from: CRM Software Blog

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1. CRM feature comparison chart—A great high level overview of the differences between CRM offerings, this webpage gives an easy to read, head to head comparison of which key features are included in Oracle, Salesforce.com and Microsoft Dynamics CRM Online.
2. CRM price calculator—Fill out this simple form to find out how much your company could save by switching to Dynamics CRM Online from Oracle or Salesforce.com. The results may leave you wondering why you didn’t make the move sooner.

Note: Both the tools are hosted on the same page within the Microsoft site and the system defaults to taking users to the price calculator. To see the feature comparison chart, click the link above and look for a yellow button near the top of the page labeled, “See Feature Comparison.”

Need even more incentive to switch to Microsoft Dynamics CRM Online? Did you know that right now new Dynamics CRM Online customers can get $150 cash back from Microsoft for every seat that they buy? Better yet, there are no restrictions on how you use the money, the choice is yours! Learn more about this amazing offer in last month’s blog post, “Think You Can’t Afford a Great CRM system? You Can With Microsoft’s Cloud CRM for Less offer!”

After looking over all of the evidence presented here, I’m confident that many of you will agree the time is right to liberate your business from your legacy CRM system and move to Microsoft Dynamics CRM Online, a cost effective and user friendly choice.

Contact Inetlligent Technologies   today to get started!

by Intelligent Technologies, Inc. North Carolina Microsoft CRM Partner

Easily Compare Microsoft Dynamics CRM Online with Oracle and Salesforce.com Using these Tools is a post from: CRM Software Blog

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OTT, Inc.’s annual Summit delivers a unique educational experience for Microsoft Dynamics CRM clients and prospects, helping them conquer the key challenges facing their organizations, improve their business edge, and discover practical solutions and tools to help them grow their organization. This one-day conference offers 25 concurrent educational and informational sessions, including 5 sessions dedicated to Microsoft Dynamics CRM.

The 5 Microsoft Dynamics CRM sessions that will be presented at OTT, Inc.’s 2011 Summit include:
o To the Cloud: Microsoft Dynamics CRM Online
o Microsoft Dynamics CRM 2011: What’s New
o Upgrading to Microsoft Dynamics CRM 2011
o Ask a Microsoft Dynamics CRM Consultant
o Microsoft Dynamics CRM for Project Management

Interested in learning more? To learn more about the 2011 Summit, visit the official Summit website at www.OTTSummit.com (or contact the OTT, Inc. Team at events@OTT-Inc.com or 651.262.2615). On this site you’ll find the most up-to-the-moment information on the 2011 Summit including a conference agenda, a detailed listing of sessions, venue and accommodation information, information on Sponsors of the 2011 Summit, registration information, and more.

By OTT, Inc., a Minnesota Microsoft Dynamics CRM Partner

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Here’s how it works:

To log in to CRM mobile express on your preferable mobile device, you can use the actual CRM link and add a “M” at the end.  For example in my instance, the mobile express link will be https://orgname.domainname.com/m .  This screen will then prompt for authentication depending on the type of deployment.  The on-premise deployment will require that the claims-based authentication be deployed to enable Internet access for external users not using VPN but also to maintain the single sign-on access to Microsoft CRM data.

In my demonstration below, I will be utilizing Safari to show how Mobile express renders the mobile form. 

As you open Dynamics CRM via Mobile Express, you will find all the different entities which are available for you to view or edit.  The cool feature is that any custom entity can now be made accessible and editable through Mobile Express.

To make an entity available via the mobile express, you will need to log on to CRM on a windows platform and customize the entity by selecting the Mobile express on the general tab.

You can then proceed by editing the Mobile form and making certain fields available for viewing and editing or viewing only. 

By clicking on Accounts, we can now see the accounts that are visible to me based on my security settings.  Assuming I am an administrator or a manager, I have the ability to change the different views  or search for the specific contact. 

Searching for the account name works similarly to using the Quick Find in CRM.  If the account was  not in the system, I could proceed with clicking on New to add the account information.

Opening the account that I searched for, I can now view the basic account information, mostly the fields that I published for the Mobile Express

By clicking on Edit, I now have the ability to modify the information on Blue Company account.   In this instance, I am going to update the customer rating field and save the record.

Notice that the Customer rating field now shows up on the main screen.  The order in which field appears on the Mobile form can be controlled through customization by re-arranging  the fields on the Mobile form.

By navigating to the contacts  while still on the Blue Company record, I now have a list of all the contacts that are associated to Blue Company.   The existing contacts can be edited and new contacts can be created.

Creating a new contact automatically maps the address fields from the account record to the contact record.   We now have a new contact associated to the Blue Company account.

I can now schedule a task for myself regarding the newly created contact Isabelle Adjani by navigating to the task area and clicking on New. 

Once saved, the record is now available for other related entities to be associated to it.  We can now schedule a task, create an opportunity, ass a new case, create a note.

We are however unable to schedule any phone calls and appointments.  These two activities are strictly for viewing considering all the moving parts that are associated with appointments and phone calls.

Scheduling a task for myself to follow-up with the contact allows me to select the start and end date and add any other description in regards to the task.

Because of another limitation to mark any open activities as completed or canceled, we have created a field called Mobile Status, which is only viewable on the Mobile form.   Upon completion of the task, if the user changes the status to Completed, a workflow will be triggered to change the record status to Completed, thus creating a workaround for the user to be able to close the activity. 

Similar workaround can apply for appointments and phone calls, where a custom entity can be created to act as a placeholder for the appointment, but ultimately a workflow will get triggered to create an appointment based on information entered in the custom entity. 

Opportunities and cases can also be created from the mobile device.

Now comes the moment of truth… how many of us will find ourselves working off our mobile device? I am usually comfortable with doing a quick lookup for a customer record, creating an appointment or a task before I forget and move on to the next thing on my list, updating a phone number, etc.  For what it’s worth, a lot of our clients will be satisfied with the capabilities of Mobile express in Dynamics CRM 2011.  In addition, it comes with the CRM license at no extra cost….You cannot beat it!

By Jennyfer Mangaroo, McGladrey –  Microsoft Dynamics CRM Partner with offices in New Jersey and Minnesota

Mobile Express Brings Microsoft Dynamics CRM to your Mobile Device is a post from: CRM Software Blog

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The right CRM system allows you to plan and track your marketing campaigns from start to finish, so nothing gets lost in the frenzy. With Dynamics CRM, for example, you can plan detailed multi-touch campaigns – and even attach collateral for each e-mail blast or direct mailing.

The Top 5 Benefits of Dynamics CRM for a Marketing Manager:

1. Use Microsoft Office Outlook as the hub where you can manage both customer data and communications.

• Microsoft Dynamics CRM extends the reach of Microsoft Outlook by turning it into a tool to manage customer information. It puts lead information, marketing pitches, and sales call information into one central location for your sales and marketing staff.

2. Improve operational efficiency through the standardization and streamlining of processes.

• The Microsoft Dynamics CRM adaptive workflow engine enables a business to automate business processes in ways that employees can use each day. Microsoft Dynamics CRM can relieve your staff of mundane but vital work. It can automate time-consuming repetitive tasks, warn staff of open customer issues, and automatically send important e-mail messages to customers and partners. So customer requests and orders don’t fall through the cracks

3. Target your marketing campaigns so you’re always in touch with the right customers.

• Today, it’s more important than ever for customers to know about special offers and new services and promotions. Microsoft Dynamics CRM offers a marketing automation module that simplifies the following tasks: Building customer and lead lists, developing marketing campaigns targeted at specific customers, measuring the results of these campaigns, and developing follow-up marketing effort

4. Keep all marketing collateral in one unified place.

• With Dynamics CRM, all collateral can be uploaded and organized by campaign, for immediate access by Marketing and Sales alike. Spend less time distributing collateral internally and more time planning the next campaign.

5. Analyze campaign performance and track response rates.

• Intuitive business intelligence tools built into Microsoft Dynamics CRM allow you to manage campaign performance, quickly create reports, and track and record campaign performance all within one tool. Quickly determine what messaging works and what doesn’t for your company with ROI tools and tracking reports.

What are you waiting for? Organize your sales and marketing departments to improve productivity today! Contact us today to learn how Dynamics CRM can help you.

MIG & Co. – MIG is a Professional Consulting Firm that specializes in the implementation of business management software solutions including Customer Relationship Management. We automate business processes to ensure our customers work efficiently. A New York City based Microsoft Dynamics Gold Partner, primarily serving New York, New Jersey and Connecticut.

by MIG & Co., New York Microsoft Dynamics CRM Partner

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