Creating Excellent Customer Experiences with Shared Knowledge through CRM

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No matter the industry your business operates in, it must maintain a steady flow of clients. To do this, it must establish a brand that is focused on providing exceptional customer service. Fortunately, there are many tips you can follow to improve the customer service your business is able to provide, and Microsoft Dynamics CRM is here to help you achieve this goal.

Develop a foundation of knowledge

If you don't know anything about your customers, then how can you exceed their expectations? You can't, and this is the exact reason you need to build a foundation of knowledge about your customers. Your daily interactions should be stored in a CRM, which can then be used to analyze the interactions. You'll gain knowledge and insight into your customers' preferences, allowing you to better provide your services to them in a way that optimizes customer convenience.

What can Microsoft Dynamics CRM do for you?

It helps provide around-the-clock availability, has massive scalability features, and actionable customer insight. Your frontline employees will feel empowered to offer excellent customer service on a regular basis, knowing that they have the resources they need to effectively exceed your customers’ expectations.

Microsoft Dynamics CRM allows you to start a case and update it as many times as you like. You can use the system to identify which cases have been stalled and which ones are making the most progress. You'll be able to effectively and efficiently measure the mechanisms you use to provide customer satisfaction, allowing you to alter your customer service tactics to better meet customers' needs. All metrics can be formatted into visual formats, allowing your workers to have a better understanding of whether or not their efforts are paying off.

A CRM system also makes it simple for workers to share information with one another. For example, let's say a customer calls in to set up an automotive service appointment. The call can then be directed to the service department. Employees in the service department can bring up the customer's information in the CRM, allowing them to have an inside view of the customer's name, car make and model, and any prior services that have been performed. By already knowing this information, it simplifies the appointment-scheduling process.

If you're looking for a way to improve customer service -- and you should be, always -- then it's important to deploy a CRM system. You can accurately view, measure and analyze the customer experience lifecycle and make any changes that need to be made.

By Socius, a Microsoft Dynamics CRM Partner in Ohio and Kansas (

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