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Customer relationship management (CRM) software isn’t just about choosing solutions for sales and service automation, it’s also about how to better connect and engage with customers, anticipate the buyer’s journey, and find ways you can meet their needs better than your competition.
If you’re feeling a little overwhelmed researching the best CRM solution to implement, here are a few tips and tools to help you find the best software for you, your customers, and your business.
CRM is a category of software solutions that spans different customer management systems—such as sales, service, and marketing—and allows them to work together. It streamlines your business processes and connects customer data to help you build relationships, increase productivity, and improve customer engagement.
After you’ve done a little research, you’ll have a good idea what your customers are looking for as well as the tools you should provide to your agents to help them do their jobs better.
An effective customer relationship management tool assists with the automation of tasks, offers insights, and improves customer service. It should cover the basic tasks your company requires, while ensuring each component integrates and collaborates with one another. Here are three scenarios of how a modern CRM system can help you optimise and connect your sales, marketing, and service organisations.
Align sales and marketing
Sales and marketing components can work together to help you better understand a customer’s needs and address those needs through the right marketing channels. Some of the ways these two functions can work together to help you are:
Increase sales productivity
The right CRM software allows your sales team to find and prioritise the right leads and deliver insights when and where your sales teams engage with customers. These systems can work together to:
Build better customer relationships
Bringing customer service and sales together helps you determine and predict your customer’s preferences and make it easier for your buyers to interact and trust doing business with you. When these two solutions combine, they can help you:
Get an end-to-end view of your customers
Turn data into insights to keep your current customers happy or connect with new prospects. Other benefits include the ability to:
Use a common platform
CRM takes disparate customer relationship software functions and brings them all together for seamless management. Other common platform benefits are:
Get visibility into customers
The more you know your customer’s preferences, the more likely you are to gain their trust and, eventually, their loyalty. Giving your team visibility into what makes customers tick will give you the inside edge over the competition. Put the customer at the centre of your business with CRM software that helps you:
Offer customer portals
Online self-service portals put customers in control of their data, helps them learn about product information, and lets them track account activity. Companies have grown to realise that as vital as it is to provide their staff with an online company portal, offering it to clients makes it easier to engage with them. Here are three other reasons why customer portals for clients make sense:
Discover how HP Inc., one of the largest global manufacturers of PCs and printers,
successfully implemented artificial intelligence (AI) to transform and improve customer service.
We’ve offered you tips and tools on finding the right CRM software solutions for your business and invite you to discover the ways that Microsoft Dynamics 365 delivers modern, intelligent, and unified CRM software and apps that work seamlessly together to help you increase marketing ROI, drive sales results, and improve service delivery.