A typical CRM’s goal is to analyze and make informed decisions that improve the overall customer experience and drive sales to the business.
What makes a business stand out from rest of the competition? Isn’t it the uncompromised focus on Customer Experience powered by Customer Relationship Management that makes a better cut? Well, if you don’t know, know you know.
Unlike in the past, marketers today have more data to rely on. Because customers are reluctant to avail services that give little or no importance to customer experience as they go along in their purchase journey. With the times changing, customer relationships have become ultra-competitive, but they aren’t transactional anymore.
In this blog, we’ll talk about how you as a marketer/business analyst can become an expert in maintaining your customer relationships to improve your business process and also talk about the ripple effects of having a CRM that can benefit your business at large.
So, let’s get started?
Before we dig deeper into the core functionalities of what a CRM does in making you an expert at handling customer relations, let’s debunk some of the misconceptions around Customer Experience and Customer Relationships.
Many of the marketers look at Customer Experience and Customer Relationships as the same. But they are actually not.
A typical CRM’s goal is to analyze and make informed decisions that improve the overall customer experience, increase retention, and drive sales to the business. Whereas the goal of CEM or Customer Experience Management is to collect and manage all of the data to enhance the customer experience and foster loyalty.
Hope that explains the difference.
“Customer experience better be at the top of your list when it comes to priorities in your organization. Customer experience is the new marketing.” – Steve Cannon
To become an expert in maintaining your customer relationships, here are the 5 key parameters you need to know right now.
- Understand Customer Needs
As simple as it may sound. This traditional approach of understanding your customer needs is the first step towards making your mark as a differentiator. Using Microsoft Dynamics 365 CRM, you have easy access to key information such as email exchanges, invoice orders and live chat messages along with the customer data. So, it all boils down to the approach you take as a marketer to make the first move. Remember, customer-first approach is the key to driving faster conversions.
- Improve Customer Experiences
Customers have become mindful of their purchase decisions as their buying experience has evolved over the years. So, Understanding their perspective becomes critical when you create an insight of what your customer wants. The campaigns that you run with the help of your Dynamics 365 CRM should reflect customer needs thereby it helps you build a strong long-term relationship with customers for as long as their needs are taken care of.
- Offer Personalized Services
Hands-down it is the go-to strategy for businesses across industry verticals. Given the magnitude of available options for customers today, knowing the demography of your customers alone isn’t sufficient enough. A deep knowledge of the customer persona that includes, interests, values, attitude, activity and passion are required for you to get their attention.
With Dynamics 365 Customer Engagement, you are sure to be able to gather all the information that you need to win the customer.
- Leverage Customer Intelligence
There are times we end up irking our prospects with irrelevant and untimely messages. With so little room for error, you need to find ways to engage with your customers/prospects. Today, decisions that we take are no longer based on intuition with customer data coming into the picture. Insights that you draw from the behavioral data can be put into best use to generate qualified leads with the help of Dynamics 365. Ask our experts how.
- Deliver faster responses
Remember, quality customer service can build long-term relationships with customers. So, making every employee of your company, a customer relationship expert makes complete sense. There are tools that you can integrate with your Dynamics 365 to be on top of the response rate compared to your rivals.
With that in the context, achieving strong expertise in the aforementioned points makes you a strong contender for becoming an expert in building customer relationships. But, is knowledge enough to sustain? No.
A study performed by Capterra, revealed that 47% of CRM users claimed that customer retention and satisfaction were significantly impacted by the use of a CRM system.
Microsoft Dynamics 365 offers a complete set of intelligent business applications that can help your business grow at your own pace and deliver results through AI-driven insights.
If you are unsure about why Dynamics 365? – Here’s a blog that can affirm you why you need to choose Dynamics 365 as your go-to option.
The Final words
As we come to a closure, allow us to reiterate, for relationships that last long, give your customers a reason why they need to care about your business. Develop customer centric campaigns on Microsoft Dynamics 365 and ensure your customer wellbeing. Now that you have become an expert in understanding your customer needs, what next? Implement Dynamics 365 with a right implementation partner.
At DemandDynamics, we provide expert consultation for your Microsoft Dynamics implementation, customization, integration, development, and maintenance support. For more information on how Microsoft Dynamics can benefit you and your business, visit our website or contact our Team. As a Microsoft Gold Partner and Dynamics 365 experts, DemandDynamics will help you make the right choice.