CRM solutions have three key sections that enable you to effectively manage your sales, marketing and customer service departments. In Microsoft Dynamics CRM these are broken down into modules. These modules share the main database but provide your users with specific functionality relevant to their job role.
The sales module for Microsoft Dynamics CRM provides you with the ability to easily manage your entire sales process from start to finish. To streamline your processes and allow you to be more productive, it provides automation tools to remove a variety of manual administrative tasks, so you can focus on selling.
Workflows- Clearly outline a workflow for your team to follow and create rules that automate particular activities, and provide your sales team with prompts to help improve productivity and efficiency.
Sales Pipeline- Easily manage leads and opportunities with a complete view of your sales pipeline and weighted value of each sale. This will help you stay on target, create forecasts and manoeuvre your business strategy accordingly.
Sales Tracking- Monitor the performance of each member of your sales team and create dashboards to provide management with visibility of this. Also track how quickly leads convert and which industry have the highest sale value.
Account Management- Measure and improve client relationships in order to identify up-sell opportunities.
Reports- By tracking each element of a sales process you’re able to pull off detailed reports that can help you to make informed business decisions based upon the data you have. You’re also able to identify trends in industry and customer behaviour.
Catalogue- Input a product and service catalogue with prices to enable your sales team to clearly identify up-sell and cross-sell opportunities, product or service bundles and to provide visibility of discounts.
The Microsoft Dynamics CRM marketing module is designed to enable you to send targeted communications to leads and existing customers quickly and easily. What’s more, it’s clinked to the sales module to enable the sales team to act upon leads generated from marketing activities.
It facilitates the management of each aspect of a marketing campaign and along with the management of direct mail, telemarketing, e-mail and social media activity.
Workflows- Easily set out, plan, execute and measure marketing campaigns, including direct mail, telemarketing, email marketing and social media marketing.
Data Management- Conducting marketing activities will provide you with feedback and allow you to update your database. This will enable you to maintain the quality of your data for improved campaign performance.
Data Segmentation- Ensure all communications with your contacts are relevant by segmenting your data. This is ideal when creating nurture campaigns.
Analytics- Utilise the data within your system to identify and evaluate the success of marketing activities in order to recreate campaigns that are successful. The analytical and reporting features within Microsoft CRM help you make more informed decisions and guide your marketing strategies.
Social Listening- Manage your online reputation and reach a wider audience by responding to company, product or service mentions on social media.
Customer Service Module
The Microsoft Dynamics CRM customer service module acts as a central hub for all lead and customer information, enquiries and product or service history. It’s vital for a customer service representative to have a complete view, as they’re often the first port of contact.
Support Hub- The Knowledge Base within Microsoft CRM provides customer service representatives with a hub of information including documents, guides and processes to help them answer customer queries.
Incident Routing- Assign, manage and resolve incidents using automated routing, queuing and escalation. When a customer logs a case or incident, a unique reference number will be automatically generated, and the support ticket will be appointed to the best suited representative.
Service Level Agreements- Apply automatic rules to assist in meeting SLAs and to highlight any unresolved cases before they become an issue.
Reporting- Track, measure and report on the performance of your support teams to identify and reduce issues and improve processes.
Social Media Monitoring- Maintain and improve your reputation by responding to customer queries and mentions of your business on social media.