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As marketing campaigns come into fruition and leads turn into sales, the sales team can have greater insight as to how a prospect was approached, what marketing materials were used, and how the lead was created. Similarly with customers, you can also capture details about marketing tactics as well as what activities or events they may have attended, what information they received or downloaded from your website, or other interactions from online or social media sites. Better yet, customer service departments can have access to the same information being used by marketing and sales. Should customers contact your business with questions, customer service representatives can have background information, current or historical order data, and other information needed to satisfy customer needs.
Supporting these efforts is a stronger interoperability with Microsoft Office 365, Yammer, Lync, Skype, SharePoint, and Power BI for Office 365. This is an exciting new evolution for Microsoft Dynamics CRM. Contact Sherwood Systems to learn more about strengthening collaboration between sales, marketing, and customer service teams and improving the customer experience with CRM.
By Sherwood Systems,