In a world where customer service is king, having a superior Customer Relationship Management (CRM) solution is of paramount importance.

The Customer Service Landscape

We are all hyper-aware that today’s marketplaces are, almost above all else, customer-driven. Regardless of which industry you look at today, companies are fighting for their customers’ business. The competition is based not only on product quality and price but also on customer service quality.

Customer service is, therefore, a vital cog in the business machine across industries. How essential is it? Witness the fact that just a few decades ago, customer service departments were nearly non-existent. Today they are a large part of any successful business.

In a recent survey, 96% of the respondents indicated that customer service is a critical factor in their loyalty to a brand. What else did consumers have to say about how their purchasing habits are directly related to the quality of customer service they receive?

Here is a quick look at some of the other survey responses:

  • 68% cite friendliness as a significant factor in their rating of customer service provided
  • 72% expect the customer service representative they deal with to know about their previous transactions and engagements
  • 75% indicated that they pay more for exceptional service

And the consequences of poor customer service?

  • 50% have canceled a planned purchase due to poor customer service
  • 67% of “customer churn” can be traced to issues that were not resolved on the first service call
  • 89% are frustrated if they have to repeat their issue to multiple customer service reps

Advances in digital and communications technologies, such as Customer Relationship Management (CRM), change the customer service landscape at warp speed. Expectations are rising. Demand is soaring. Attitudes are changing. Social media interactions between customers and providers are driving engagement to new levels.

Supercharge Your Customer Service with Microsoft Dynamics CRM and Marketing Automation (MA)

Do it now! Because a well-informed customer service department can make a huge difference. It can make the difference between winning new business or losing new business, between winning repeat business or losing that repeat business, between holding on to your current customer base or watching it shrink.

Before we delve into the details of Microsoft CRM and MA, bear with us as we define those terms so as to ensure that we are all on the same page.

Customer Relationship Management (CRM) is an approach to managing your interactions with current and prospective customers. It uses historical information, ideally stored in a cloud-based platform, about customer interactions with your company to improve business relationships while focusing on customer retention and sales growth.

Marketing Automation (MA) is a process in which technology is used to automate repetitive, periodic tasks in a marketing campaign. Ideally integrated with your CRM system, a fully functional MA platform enables you to design, execute, and automate a series of timed (and timely) marketing actions to generate leads for your sales team.

CRM and MA are integral components of Microsoft Dynamics 365 Customer Engagement.

“The starting point of all achievement is desire.”

That’s a quote from Napoleon Hill (ne Oliver Napoleon Hill), a great American self-help author best known for his book Think and Grow Rich (1937), which is among the 10 best-selling self-help books of all time. Hill insisted that fervid expectations are essential to improving one’s life and to achieving success.

As we prepared the content for the presentation that you can access below, that quote seemed to sum up the two main goals we set forth when embarking on a new project with our clients: process improvements and successful outcomes.

Watch, listen and learn about how Microsoft Dynamics CRM, combined with Marketing Automation and Social Media Automation, will yield process improvements and successful outcomes.

Video: Microsoft Dynamics Customer Relationship Management, Marketing Automation & More


6 Ways Strategic Systems Group (SSG) Generates Process Improvement and Successful Outcomes

1. Software Development & Customization

Often, software development is not included in a Microsoft Dynamics Customer Engagement implementation as it’s perceived to increase the cost of managing future upgrades. We recommend custom software development in situations where data must be transferred from one system to another and where the benefits clearly outweigh the costs.

2. Sales and Implementation

Microsoft Dynamics CRM platform was released in 2011 for use on-premises running on customer-provided hardware and operating system software. Microsoft Dynamics 365 Customer Engagement, released in 2016, is a cloud-based CRM solution designed to help you drive sales productivity and improve the value of your marketing efforts.

3. Click Dimensions Setup & Training

Click Dimensions is a leading MA platform explicitly designed for Microsoft Dynamics 365 Customer Engagement. It brings together email marketing, campaign automation, landing pages, and social media marketing to help you attract more leads and close more sales seemingly from within the CRM system.

4. Customer Service Implementation

If you are going to be a customer-focused organization, you need to invest in the right tools for customer service. Effective customer service is a critical component in creating positive long- term customer experiences.

5. On-Premises to Cloud Transformation

Microsoft cloud-based Dynamics 365 Customer Engagement solution has several distinct advantages over on-premises deployment. For example, access is available from anywhere Internet service is available.

6. Integration for Company-Wide Productivity

The integration of frequently used applications has proven to be vital in improving productivity company-wide. Your organization will experience a new competitive advantage by integrating all of those critical applications with Microsoft Dynamics 365.

Take the Next Step…

If you have the desire to improve your processes, that is already a great starting point toward achieving your goals. With nearly 30 years of ERP and CRM experience, the seasoned Strategic Systems Group (SSG) team will take you to the finish line.

Please call us at (310) 539-4645 or reach out via our contact form today!

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