We show you the 15 reasons why Microsoft Dynamics 365 is the most useful tool on the market with the most advantages for this task.
Companies are constantly increasing their awareness about the importance of attracting, retaining, and building customer loyalty.
To achieve this is necessary to establish different mechanisms and strategies that allow achieving this, always to increase the ROI of sales.
The good use of a CRM, by the different departments of a company, allows multiple automation functions and more, but how can they be used to improve, optimize and innovate in the relationship with customers to increase sales?
Keep in touch in a proactive way
1.- Schedule reminder activities for you to maintain a proactive follow-up with customers.
2.- Make sure you don’t neglect customers by implementing automatic processes which alert the account owners when there is no recent activity detected on those accounts.
3.- Track expiration dates, member information, and other sensitive data in your CRM database to schedule automated emails and activities around those dates that promote renewal rates.
4.- Use dynamic content for advanced message personalization that can reflect a customer’s order history, preferences, and other details to help increase engagement.
An example would be including details of your outlet closest to a customer’s location or promoting vacation offers based on past bookings to predict a customer’s current interest.
Understand your customers and increase account value
5.- Customize D365 to control all the details of each relationship in a single interface. This way, your team may have all the information they need to respond quickly to customer demands.
6.- Define customer records by allowing CRM users to see the value of each account. For example, create a drop-down list that rates account profitability or use a checkbox if a customer is a referrer.
Connect Dynamics with your accounting or ERP system
7.- In addition to improving order processing and eliminating double entries, staff dealing with customers can easily check an account’s order history to anticipate future needs and make recommendations for cross-selling opportunities that would increase revenue.
8.- Identify inactive customers in your database and target them with attractive offers to regain interest. This is one of the fastest ways to increase revenue. By reminding your customers about your services, understanding why you haven’t done business lately, and communicating that you still value them, you will often generate immediate opportunities and better customer relationships.
Differentiate yourself from your competition
9.- Use case management tools, including workflow automation, to track customer issues and gain clear visibility into pending actions. Employ knowledge management, case routing, and queueing capabilities to transform service delivery.
10.- Keep customers updated with the progress of service cases through automatic email notifications when cases are opened, updated, and closed.
11.- Publish self-service portals that allow customers to register new service requests outside of normal business hours, search a knowledge database for answers, check the status of existing cases, and directly update details recorded in Dynamics.
12.- Enforces service level agreements that prioritize customer issues and trigger alerts if there is a risk of non-compliance with terms to protect SLAs and ensure the most valuable customers receive premium service.
13.- Tailor Dynamics 365 guided processes that drive users to a successful outcome in line with your rules and methodology. For example, create scripts that help agents qualify support requests, prompting them to ask questions and move toward a solution in line with your processing logic to streamline processes, increase data quality and ensure service consistency.
Evaluate your service
14.- Capture customer feedback scores in Dynamics. Include a link to a short survey in an automated email when closing a support ticket or submitting an order.
15.- Use feedback reports, email alerts, and reports to evaluate performance and take corrective action if issues are identified.
16.- Use Dynamics 365 or Power BI dashboards to review service delivery performance and identify areas for improvement. Use metrics to identify recurring issues related to service or support or evaluate what percentage of issues are resolved in a single request.