By 2020, customer experience will overtake price & product as the key brand differentiator according to the Walker 2020 Customers report.
For businesses to stay ahead of the curve and retain their market share, they must deliver a customer experience that is complete – all the way from sales, to marketing, to customer service. In essence, what they need is a Customer Relationship Management (CRM) Solution such as Microsoft Dynamics CRM that allows them to have a deep understanding of their customers, forge lasting customer relationships and deliver consistent omnichannel experiences across sales, marketing, field service and customer service, all from one common platform.
Microsoft Dynamics CRM has been split into modular apps, all of which are available as part of the Microsoft Dynamics 365 Customer Engagement Plan: Microsoft Dynamics 365 for Sales, Microsoft Dynamics 365 for Customer Service, Microsoft Dynamics 365 for Marketing, Microsoft Dynamics 365 for Field Service and Microsoft Dynamics 365 for Project Service Automation.
Empower your sales teams to do their best work from virtually anywhere on any device. Everyone on the sales team can get all the information they need to deliver great customer experiences, focus on the best opportunities, gain actionable insights, and get a 360-degree view of their prospects.
Combine the power of LinkedIn Sales Navigator and Microsoft Dynamics 365 for Sales to empower sellers to drive more personalised and meaningful engagement with the right buyers, use recommendations and insights based on actual customer needs and move deals forward faster.
Enable your sales team to drive personalised engagement and proactive decision-making with prebuilt and embedded insights that are quick to deploy and easy to act upon.
Differentiate your brand by providing world-class customer service. Enable customer service engagement across web, social, chat, email, mobile and phone, including customer self-service and social care, and empower customers through a customizable online support portal. Empower your agents by giving them access to every source of information they need across diverse environments, so they can provide a more personalized, effective standard of service. Microsoft Dynamics 365 for Customer Service includes features such as case management, entitlements, Service Level Agreements, Unified Service Desk, queues and knowledge bases.
Go beyond basic email marketing and transform your customer journey through personalised engagements. Microsoft Dynamics 365 for Marketing is an integrated marketing management solution for marketing operations, planning, execution, and analytics across all channels— email, digital, social, SMS, and traditional. Companies can engage customers one-to-one through multi-channel campaigns, provide sales reps unprecedented visibility into marketing activities at account and individual contact level and demonstrate the impact of their marketing investments in real-time with role-based, preconfigured, customizable dashboards. What’s more, businesses can stay on top of market trends with AI-driven social and web insights.
Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs. Microsoft Dynamics 365 for Field Service comes with advanced scheduling, resource optimization and mobile enablement capabilities, that ensures that the right person is assigned to the right job every time. Since the solution is IoT enabled, businesses can move from a costly break-fix model to a never-fail service model. Every technician has a 360-degree view of customers and real-time guidance to improve resolution time and earn customer trust. Dynamics 365 Remote Assist enables technicians to solve problems faster in context with heads-up, hands-free video calling on Microsoft HoloLens, that allows them to collaborate with any remote expert on PC or mobile.
Complete projects on time and on budget with integrated project tools that allow project-based businesses work more efficiently by offering project and resource planning, scheduling and optimization, time and expense management, and service analytics functions alongside automation technology.
This app provides powerful social media insights and is included with Sales, Customer Service, Field Service and Project Service Automation applications. With Microsoft Social Engagement, social media is available at the fingertips of sales teams, customer service agents, and everyone across the organization. You can find out what’s being said about your products, brands and services, and discern brand sentiment – whether it’s positive, negative or neutral.