Customer relationship management—often called CRM, CRM system, or CRM software—is a hybrid business solution that can increase sales and marketing efficiency.
It’s a powerful set of tools, applications and platforms that in combination drive the optimisation of business intelligence, campaign management and many other key customer relationship matters.
CRM can help reduce costs and increase profitability by organising and automating business processes that nurture customer relationships and satisfaction across all interactions—marketing, sales, and customer service. CRM solutions can deliver return on investment (ROI) through marketing automation, customer service, and sales force automation.
With a CRM system, everything from customer accounts to sales opportunities to customer leads and account activity in the cloud, plus relationships involving mobile sales, come into easy view for collaboration and rapid decision-making. Store and leverage data and analytics for the big picture on your business from many angles. Or drill down into the CRM system’s features and tools specifically for sales, service, marketing, and social intelligence.
CRM sales functionality
Sales by Microsoft Dynamics provides a complete and intuitive solution that can help salespeople be more productive so they can focus on what’s most important—delivering amazing customer experiences.
The combination of Microsoft Dynamics CRM Online, Office 365, and Power BI drives sales productivity by making teams highly connected and collaborative so they can close more deals, faster.
Key benefits of CRM's sales functionality
Focus on the right prospects and customers. Improve visibility into sales performance. Make better decisions based on insight.
Work more efficiently with seamless, familiar, easy-to-use solutions. Engage and collaborate around strategic deals.
Align buy and sell cycles to drive personalised engagement. Interact consistently with customers across touch points.
CRM marketing functionality
Microsoft Dynamics Marketing is an integrated marketing resource management solution for marketing operation, planning, execution, and analytics across all channels—email, digital, social, SMS, and traditional.
Key benefits of CRM's marketing functionality
Deliver consistent, compelling experience across touch points
Align branding, and plan across internal and external resources
Personalise engagement via targetted, multistage campaigns
Devlier targeted, relevant content at the right time
Manage marketing operations across internal and external teams
Understand marketing ROI and impact on pipeline and revenue
CRM service functionality
The service capabilities for Microsoft Dynamics CRM empower companies to deliver end-to-end, self, assisted and onsite service across the omni-channel. Already a key differentiator in an era of commoditisation, the role of customer service continues to evolve as organisations seek to sell services around their products in addition to providing break-fix support. Our industry leading technologies, including machine learning, internet of things and analytics, give our purpose-built service solution the breadth and depth necessary to address this transformation. Our solution uniquely positions brands to capitalise on an everything-as-a-service economy, while building advocacy and loyalty through effortless service experiences.
Key benefits of CRM's service functionality
Increase brand advocacy by providing personalised, contextual interactions across the customer journey on any device through self, assisted and onsite service channels.
Provide your agents with everything they need to deliver a more personalised, effective standard of service – using tools that are at their fingertips, from a single application.
Adjust at the pace of innovation through actionable insights that anticipate the rapidly changing needs of customers and your brand.
CRM project service automation functionality
Project-based organisations empowered by project service automation capabilities can improve all aspects of their business by bringing people, process and technology together. This enables them to become an integral part to their customer journey by delivering value at each interaction. On-time, on-budget service delivery excellence requires rich, collaborative experiences, efficient and effective interactions and a trusted advisory relationship. Project service automation is an end-to-end solution that provides a single system of customer engagement for project sales, resourcing, delivery and billing. It delivers an ‘out of the box’ experience with Microsoft productivity apps and machine learning capabilities on the device of choice empowering you to deliver personalised, predictable and profitable customer experiences.
Key benefits of CRM's project service automation functionality
Build trusted customer relationships by developing credibility and increasing customer confidence using a predictable customer responsive engagement model.
Provide your consultants with a collaboration-rich experience that enables transparency across all aspects of the business.
Prioritise service offerings based on insights that anticipate rapidly changing industry trends, customer needs, technology landscape and everything-as-a-service enablers.
CRM social engagement functionality
In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful social tools in the hands of your sales, marketing, and service teams — helping them connect on social media with your customers, prospects, and partners right within Microsoft Dynamics CRM or with a stand-alone app. Find social insights about your brand, products, and services to gain a true understanding of sentiment about your business.
Key benefits of CRM's social engagement functionality
Listen everywhere and understand how people really feel about your business and how you stack up against your competitors.
Analyse sentiment to determine your share of voice across social channels and know who your key influencers are.
Drive engagement to foster conversations about your brand and gain insight to shape your messaging and sales strategy more effectively.
For more information about Microsoft Dynamics CRM, download the brochure
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