Dynamics 365 CRM: Your Key to Unlocking Stellar Customer Experience

With the volatile business environment becoming inherently competitive, businesses have had to digitally transform their operations to be able to thrive. As the tough competition and customer demands outgrew the capabilities of legacy CRM solutions, the business profitability and productivity started taking a hit. Businesses were compelled to take reactive measures instead of proactive ones. Hence, the need to revolutionize CRM and proactively streamline customer-facing processes like sales and marketing to keep up with a proliferating market became immense.

CRM has productively evolved from legacy solutions, which catered just to the sales leaders, to an overarching solution for all the front-facing teams of businesses. The modern CRM has effectively digitized sales, marketing, and customer services workflows. Businesses have quickly acknowledged the importance of CRM implementations besides ERP solutions which is validated from the ever-increasing worth of the CRM market. It is projected to grow from $71.06 billion in 2023 to $157.53 billion by 2030.

This blog aims to discuss some major problems in the CRM arena of businesses and how implementing Dynamics 365 CRM is a viable solution for them in 2023.

Customer-Facing Operational Challenges

Businesses implement Customer Relationship Management (CRM) solutions to expedite their customer-facing processes like sales, marketing, and customer services. Apart from unanticipated customer demands coming forward in a turbulent market, businesses face an array of operational challenges that hinder productivity and lower their customer retention rates. The following are some major operational problems, which are usually targeted by CRM implementations.

Customer Discontent: When businesses have separate digital tools for different teams and collaboration between the team is subpar, customer needs are rarely not managed properly, and the entire customer lifecycle becomes disjointed. This causes customers to be dissatisfied with the service provided to them. Consequently, businesses find it harder to retain customers and increase the levels of customer loyalty.

Siloed Customer Data: Different digital tools have centralized data which results in siloed customer data. Customer data stored in the sales database becomes difficult to access by other teams and that causes information loopholes for other teams. Similarly, sales individuals cannot access data stored in marketing databases. This causes hurdles in team collaboration and hinders operational efficiency.

Manual Processes: 89% marketers find it difficult to take out time to do their actual jobs. Most of the employees barely have time to accomplish meaningful tasks like curating top-notch customer experiences, because their time is spent doing menial tasks like data entry. Professionals are unable to give their best when dealing with customers because they must spend a significant amount of time on manual processes.

Lack of Collaboration: Teams are unable to meet customer expectations due to their inability to collaborate in bridging the gap between their services and customer expectations. Resultantly, the team actions are often disjointed and cause confusion at the customer-end. Moreover, due to disparate tools, it becomes difficult for managers to effectively track team actions which causes a lack of accountability.

Dynamics 365 CRM: A Suite of CRM Solutions

The significance of adapting to a CRM is highlighted by the scores of problems faced by businesses in their customer-facing operations. Dynamics 365 CRM provides a complete suite of sophisticated and scalable solutions that cater to the customer-related problems faced by businesses. Dynamics 365 CRM also brings forth the ability to expedite processes by automating or streamlining them. As a customized solution with a modular structure, Dynamics 365 CRM enables users to pick and choose the applications they require rather than offering all the applications in a hefty amount. By leveraging the power of AI and data centralization, Dynamics 365 CRM aims to empower organizations to deliver an end-to-end experience to their customers, starting from lead acquisition and ending at customer loyalty.

Dynamics 365 Customer Insights
Previously known as Dynamics 365 Marketing, Customer Insights is a marketing solution that enables marketing teams to focus on curating stellar customer experiences rather than acquiring customers. As a holistic solution, Customer insights empowers marketers with valuable customer insights that enable them to curate hyper-personalized and real-time journeys. Customer Insights provides the following capabilities, by providing data-enriched marketing insights:

• Due to unified Sales, Marketing and Services data, users can get to know their customers from a 360 perspective.
• By understanding their needs, marketers can expedite personalized customer journeys by adding marketing content relevant to their needs.
• Marketers can expedite their operational productivity by leveraging the power of assistive AI i.e., Copilot.

Dynamics 365 Sales
Where the marketing team works to attract and engage customers, the sales team is the direct link between a business and their revenue generation. Dynamics 365 Sales is equipped with enterprise-grade capabilities that convert leads into customers by expediting meaningful customer relationships. The Sales dashboard equips sellers with AI-powered tools that enhance their productivity, save their time, and provide top-notch assistance in closing more deals. Dynamics 365 provides sellers with the following capabilities:

• Sellers can save crucial time with the help of assistive capabilities of AI (Sales Copilot) which automates data entry, summarizes customers’ email interactions, and provides tips of maximizing seller efficiency.
• Sellers can engage with their customers and work on meeting their needs in real-time with the help of next-generation AI i.e., Sales Copilot.
• Sellers can come up with targeted sales strategies to meet the complex expectations of customers and enhance their sales performances.

Dynamics 365 Customer Service
Customer services plays a crucial part in customer retention and Dynamics 365 Customer Service equips service agents with digitally advanced tools that allow them to deliver a seamless customer service in seconds. It leverages the functionality of AI and automation and empowers service agents to quickly resolve customer queries.

• Agents can quickly summon internal company knowledge like policies and optimize their response times.
• Copilot can save agent’s time and summarize cases which allows agents to deliver a holistic experience.
• With omnichannel support, agents can meet customer where they desire, be it calls, emails or via chat.

Dynamics 365 Field Service
Field Service empowers in-person service agents to provide stellar field support to customers by leveraging the powerful capabilities of Artificial Intelligence (AI), Internet of Things (IoT) and Mixed Reality. It enables them to provide first-class service by streamlining the front-line technicians’ work.

• Agents can enjoy enhanced accessibility with mobile application, bringing all the powerful tools of Field Service at their fingertips.
• Copilot helps them by summarizing case information and streamlining work order management.
• Agents are notified of the recurring maintenance requirements, so that they can proactively visit and perform maintenance checks.

Key Benefits -Dynamics 365 CRM

1. Plan with AI: The built-in, AI-powered, Copilot allows you to manage next action steps by providing insights based on priority.
2. Automate Workflows: Automating tasks like expediting email campaigns, generating sales quotes and entering customer data can help minimize time wastage and optimize work efficiency for the sales, marketing, and service teams.
3. Truly Understand Your Customer: Dynamics 365 CRM provides features that allow users to track their customer interactions and personalize the interactions.
4. Scale According to Need: Dynamics 365 CRM allows unmatchable scalability to businesses, without any extra cost and with top-notch security.
5. Unify Data: By centralizing all data, users can mitigate data siloes and access other data sources for holistic insights on customers.
6. Collaborate Conveniently: By unifying data in a centralized source, teams can easily collaborate on each other’s data and enhance their operational productivity.

Enhance Customer Retention with Dynamics Solution and Technology

Digitizing customer-facing operations is the only way you can leverage the power of cutting-edge technologies like Artificial Intelligence, Mixed Reality and Business Intelligence to meet the complex and ever-changing customer demands. Digitally transforming your customer-facing operations with Dynamics 365 CRM equips your business for discovering greater business potential in the face of tough competitors. Furthermore, by building AI-powered sales and marketing strategies, you can position your business to stand apart from its competitors.

To position your business at the top, you need a trusted implementation partner who provides seamless implementation services like Dynamics Solution and Technology. As Microsoft’s partner in the of vision of digitally transforming businesses worldwide and official Microsoft’s Gold and Solutions partner, we have a team of dynamic industry-experts and support professionals. Our extended range of clientele in Gulf and MENA regions is testament to our unwavering commitment to excellence.

Enhance your customer retention with Dynamics 365 CRM today by contacting us and getting a personalized demo.