CRM

Microsoft Dynamics 365 Customer Engagement is part of the broader Dynamics 365 suite, which also includes applications for ERP (Enterprise Resource Planning) and more specialized business functions. 

Dynamics 365 CE provides a unified platform that integrates various CRM functionalities such as sales, marketing, and customer service. Dynamics 365 CE integrates seamlessly with other Microsoft products and services such as Office 365, Power Platform, Azure, and LinkedIn Sales Navigator. 

Tailor Dynamics 365 CRM to meet specific business requirements through custom entities, workflows, plugins, and extensions available through Microsoft AppSource. 

Customer relationship management (CRM) is a set of integrated, data-driven software solutions that help manage, track, and store information related to your company’s current and potential customers. By keeping this information in a centralized system, business teams have access to the insights they need, the moment they need them. 

Without the support of an integrated CRM solution, your company may miss growth opportunities and lose potential revenue because it’s not optimizing operating processes or making the most of customer relationships and sales leads. 

What does a CRM do? 

Not too long ago, companies tracked customer-related data with spreadsheets, email, address books, and other siloed, often paper-based CRM solutions. A lack of integration and automation prevented people within and across teams from quickly finding and sharing up-to-date information, slowing their ability to create marketing campaigns, pursue new sales leads, and service customers. 

Fast forward to today. CRM systems automatically collect a wealth of information about existing and prospective customers. This data includes email addresses, phone numbers, company websites, social media posts, purchase histories, and service and support tickets. The system next integrates the data and generates consolidated profiles to be shared with appropriate teams. 

CRM systems also connect with other business tools, including online chat and document sharing apps. In addition, they have built-in business intelligence and artificial intelligence (AI) capabilities that accelerate administrative tasks and provide actionable insights. 

In other words, modern CRM tools give sales, marketing, commerce, field service, and customer service teams immediate visibility into—and access to—everything crucial to developing, improving, and retaining customer relationships. 

Some ways you can use CRM capabilities to benefit your company are to: 

• Monitor each opportunity through the sales funnel for better sales. CRM solutions help track lead-related data, accompanied with insights, so sales and marketing teams can stay organised, understand where each lead is in the sales process, and know who has worked on each opportunity. 
• Use sales monitoring to get real-time performance data. Link sales data into your CRM solution to provide an immediate, accurate picture of sales. With a real-time view of your pipeline, you’ll be aware of any slowdowns and bottlenecks—or if your team won a major deal. 
• Plan your next step with insight generation. Focus on what matters most using AI and built-in intelligence to identify the top priorities and how your team can make the most of their time and efforts. For example, sales teams can identify which leads are ready to hand off and which need follow-up. 
• Optimise workflows with automation. Build sales quotes, gather customer feedback, and send email campaigns with task automation, which helps streamline marketing, sales, and customer service. Thus, helping eliminate repetitive tasks so your team can focus on high-impact activities. 
• Track customer interactions for greater impact. CRM solutions include features that tap into customer behaviour and surface opportunities for optimisation to help you better understand engagement across various customer touchpoints. 
• Connect across multiple platforms for superior customer engagement. Whether through live chat, calls, email, or social interactions, CRM solutions help you connect with customers where they are, helping build the trust and loyalty that keeps your customers coming back. 
• Grow with agility and gain a competitive advantage. A scalable, integrated CRM solution built on a security-rich platform helps meet the ever-changing needs of your business and the marketplace. Quickly launch new marketing, e-commerce, and other initiatives and deliver rapid responses to consumer demands and marketplace conditions. 

Why Implement a CRM solution? 

As you define your CRM strategy and evaluate customer relationship management solutions, look for one that provides a complete view of each customer relationship. You also need a solution that collects relevant data at every customer touchpoint, analyses it, and surfaces the insights intelligently. 

Learn how to choose the right CRM for your needs in The CRM Buyer’s Guide for Today’s Business. With the right CRM system, your company helps enhance communications and ensure excellent experiences at each stage of the customer journey, as outlined below: 

• Identify and engage the right customers. Predictive insight and data-driven buyer behaviour helps you learn how to identify, target, and attract the right leads—and then turn them into customers. 
• Improve customer interaction. With a complete view of the customer, every member of the sales team will know a customer’s history, purchasing patterns, and any specific data that’ll help your team provide the most attentive service to each individual customer. 
• Track progress across the customer journey. Knowing where a customer is in your overall sales lifecycle helps you target campaigns and opportunities for the highest engagement. 
• Increase team productivity. Improved visibility and streamlined processes help increase productivity, helping your team focus on what matters most. 

 Features and Capabilities 

• 360 Degree Customer View – Contact info, Communication History, Purchase history 
• Streamline Sales process with Automation – Opportunity tracking, Quote Generation 
• Converting Prospect Customer to Full Time Customer 
• Manage your pipeline with a unified sales dashboard. 

• Estimate and track projects to budget. 
• Adjust projects based on key insights 
• Improve cash flow by invoicing customers quickly. 
• Workorder, Resource, assets, and Inventory management 
• Power Bi integrated dashboards for quicker Analysis and data insights and recommendation to improve business performance and efficiency. 
• Catering to industries such as – Call center, Consulting, Marketing, Manufacturing 
• Confirm, update and send a product or project quotation to prospect customer via automation and CRM 
• Lead & Opportunity Management 
• Account & Contact Management 
• Reports and Dashboards 
• Elevating Dynamics CRM with Power BI 
• Dynamics CRM Mobile App 
• Sales Forecasting