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InterDyn BMI

Do You Hear Your Customers Or The Sound of Silence?

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As you look back to see how well your business did during the hustle and bustle of the holiday season, be sure to listen in on what your customers are saying about your products, services, or their interactions with your business.  You may ramp up production of your hottest products in anticipation of the busiest shopping season or other hectic times of the year; however, your products or services are only part of the equation when satisfying customers.  Listening for feedback and engaging in follow-up activities are just as critical to making sure that customers are happy with your product and services.

Many businesses follow-up with customers post-sale to make sure their experience was satisfactory and that they are happy with the products or services they received.  Some businesses also use surveys to garner feedback.  While beneficial, these interactions only provide a limited amount of insight into your customer’s thoughts.  Social media is another way to learn what prospects and customers are thinking, before, during, and after the sale.  You can listen in on what is being said on many popular social channels with Microsoft Dynamics® CRM and Microsoft Social Listening.

You can use Microsoft Dynamics CRM, an integrated customer relationship management (CRM) solution, to monitor customer-centric data including customer contact information, order histories and product preferences, as well as marketing and sales campaigns. Microsoft Dynamics CRM also offers built-in business intelligence that you can use to learn more about your customers and about the marketing efforts that yield the best results.  When combined with Microsoft Social Listening, you have another opportunity to gain visibility into customer satisfaction.  You can tune into what is being said about your marketing campaigns in real time, learn who is talking about a product or your business, and discover how your products are being used.

Tapping into social media offers deeper insight into your customers’ needs and wants and with how they view your products or business.  You can use this information to identify trending products, for example, then strategize procurement and production schedules that can optimize profit margins.  You can also respond faster to customer concerns which can improve customer satisfaction and protect your reputation.

You may hear what customers are saying with traditional post-sales activities; however, you can gain more insight when connected to social media.  Contact Columbus to learn more about using CRM and social media and listen to your customers.

By Columbus, a Global Microsoft Dynamics ERP and CRM Partner

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