CRM stands for Customer Relationship Management. CRM describes the consistent orientation of a company towards its customers and the systematic design of customer relationship processes. By means of CRM, these customer relationships are cultivated, which should have a significant effect on the success of the company. [Source Wikipedia]. CRM software is used to support this.
The former CRM online functions of marketing, sales and service will be replaced by the building blocks of Dynamics 365.
The decisive advantage is the transparency. All customer information is stored in one place. The course and status of the business relationship is clearly visible. In addition, there are efficient communication functions that facilitate customer contact and increase customer satisfaction. A CRM software relieves employees in several ways: no double entries, no research effort, no inconsistent data. This enables them to respond better to the wishes and needs of customers. The result: higher customer satisfaction and long-term increasing sales.
Efficient marketing processes make it easier to plan and implement activities. Multi-stage and recurring campaigns can be largely automated. Transparent customer data allow campaigns to be tailored to specific target groups. This reduces wastage and improves customer communication and consequently customer satisfaction..
Even with large customer portfolios, the sales department correctly assesses the importance of individual contacts. Product information supports cross-selling activities. Current figures from financial accounting prevent risky commitments to "black sheep". Sales management keeps an eye on the current pipeline situation at all times.
The Microsoft Dynamics CRM software ensures that service cases are processed in an orderly and efficient manner. If service contracts are stored, billing can be automated. Since sales and marketing have access to the information, they are able to initiate prophylactic measures for customer retention.