Microsoft Dynamics CRM 2015 is finally here and it has arrived with a bang! There are way too many new features to mention in this article but it is important to understand the approach Microsoft took for this release. In speaking with clients and prospects, Microsoft realized that there was still a critical gap between marketing and sales organizations. To bridge this gap, Dynamics CRM 2015 contains several new enhancements to help sales and marketing work better together and, in turn, provide better customer experiences to the end user.
Here are just a few of the new features in Dynamics CRM 2015 that will help organizations better engage with their customers:
The guided sales process improves business flow and can split opportunities into products and services and configure products to more easily bundle offerings. This helps with cross-selling and upselling when the opportunities present themselves. Get a visual of everything happening with an account such as who is working it, overall revenue, latest activity posts and specific opportunities within the account. In addition, enhancements have been made for tablet access including personalized dashboards and better navigation.
Marketers now have the ability to leverage multi-channel efforts to engage customers with specific messaging. With a new email editor and improved campaign management console, marketers can more easily build targeted messaging and track it by campaign. In addition, integrated social listening and internal process automation provide insight into what customers are saying and what deadlines your own team is hitting (or missing).
The growth and importance of social listening has been brought in front and center for sales and marketing organizations. Microsoft Dynamics CRM 2015 now offers the ability to analyze what people are saying across numerous social networks to better understand trends and industry news. Location filters allow you to see posts and updates from specific countries and regions. Social listening can tap into updates in 19 different languages.
• Customer Service
Improved case management helps build customer loyalty and drive resolution. With the ability to now track metrics, such as case resolution and response times, managers will have better insight into service effectiveness.
by BroadPoint Technologies