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Steve Pestillo, P2 Automation

Affordable, Powerful Customer Relationship Management (CRM)

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One thing that every company large or small has in common is customers. Customers are what every company is all about, the most important thing of all.

Something that important has to be managed carefully, but most small to midsized companies have long thought that a Customer Relationship Management (CRM) system is way beyond their reach. Far too big an investment. Meant only for very, very large corporations.

Thanks to Microsoft Dynamics CRM Online, nothing could be further from the truth.

CRM is No Longer an “Enterprise Decision”

At one time large corporations had to make a companywide decision to roll out a CRM solution. It was very expensive, and the only way to justify it was to make it available to everyone in the company. The servers were expensive, the software was expensive, and the implementation was expensive. But before you could even start you had to get everyone in the company to agree.

Not anymore.

Microsoft Dynamics CRM Online is a service that you subscribe to, user-by-user. No servers to buy, no software to install. When you want to add a user, you simply add them to your subscription and they get credentials to use to log into the system. You can start with a small sales team, grow it out to a whole department then, when you’re ready, expand to other departments. You grow your solution as it delivers value to you.

Manage Every Aspect of Your Customer Relationships

Especially with the new increased functionality currently being introduced in Microsoft’s “Spring Wave” today’s CRM solution manages every aspect of your relationships with each of your customers. As you read about each of these tremendous improvements, it’s important to keep reminding yourself that all of this is available to you at a reasonable, affordable cost! Microsoft has invested in some very interesting acquisitions to make all of this possible:

Sales

The first function people think of when talking about CRM is management of the entire sales process. From obtaining and developing a lead into a suspect, a prospect, and ultimately creating a new customer through achievement of sales transactions, sales professionals appreciate the tools that Microsoft Dynamics CRM provides. Since sales always happen where the customer is, a great deal of focus has gone into improving Microsoft Dynamics CRM for Tablets. Whether you prefer Windows 8, Apple iPad or Android tablets, you bring with you all the information you need to drive sales success, all on a convenient tool for adding new information and updating every step of your sales process.

Insights, a new service made available through a strategic partnership with InsideView at no additional cost to Microsoft Dynamics CRM Online customers, puts real-time company and contact information from 30,000 sources into your hands, helping marketing, sales and account management professionals engage more effectively with prospects to win more deals as a result of less time spent researching and more time selling.

Marketing

The acquisition of MarketingPilot has created Microsoft Dynamics Marketing, a marketing solution that helps them plan and execute great marketing campaigns, gives them insights into the impact of their marketing activities, and provides them with the ability to optimize marketing mix to deliver the most impact to their business. The new release builds on its marketing planning core and adds new features that include a visual campaign designer allowing marketers to design powerful marketing campaigns more easily than ever. This enables you to reach your customers more effectively across multiple channels. It also gives you new lead management and scoring capabilities, scalable email marketing that can deliver millions of messages per day, and deep marketing analytics so you can measure and improve the return on your marketing investments.

Customer Service

Microsoft Dynamics CRM enhances core case management capabilities and introduces a new Unified Service Desk, a powerful application designed for call centers that allows agents to handle multiple interactions simultaneously, increasing efficiency by automating repetitive tasks and displaying scripts to help agents provide a more personalized and effective service.

Alongside the capabilities gained in their recent acquisition of Parature, Microsoft Dynamics CRM now offers customers choice in deploying customer service capabilities ranging from self-service via support portals, Facebook and Twitter to Web chat and video capabilities, all leveraging a shared knowledge base to ensure the right answer can be delivered consistently on the right channel at the right time. This new customer care solution ensures that all organizations can effectively handle interactions in the way each customer prefers and quickly respond to that person’s needs, resulting in a smooth and more personalized experience for the customer each and every time.

As such, Microsoft Dynamics CRM enhances core case management capabilities and introduces a new Unified Service Desk, a powerful application designed for call centers that allows agents to handle multiple interactions simultaneously, increasing efficiency by automating repetitive tasks and displaying scripts to help agents provide a more personalized and effective service.

Social Listening

To help sales, marketing and customer care professionals listen, gain insights and more effectively engage with customers across social channels, Microsoft acquired NetBreeze to help them create Microsoft Social Listening. This new service adds the capabilities for people to analyze and act on market intelligence from social conversations, including measuring sentiment across a wide array of social channels. It also allows users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social Web.

Microsoft believes that social capabilities are core to customer relationship management, so they should not be limited to an elite few at high costs. Enabling every employee within an organization, Microsoft Social Listening is part of the Microsoft Dynamics CRM Online professional licenses at no additional charge.

Get familiar with all of the details of the new release of Microsoft CRM Online by reading the Microsoft Dynamics CRM SPring '14 Release Preview Guide.  Or Contact Us today so we can help you deploy these exciting changes in your business.

by P2 Automation

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