CRM stands for customer relationship management which includes strategies used by the company for managing all the relationships and interactions of the company. The goal of CRM is to improve customer service relationships and to help in retaining the company’s existing customers to eventually increase the sales. Microsoft Dynamics CRM is one such software that aids in maintaining the customer relations. Using this software, in a single view of the customer, all points of contact of the customer such as email, phone number, fax etc. are available.
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The main modules of this software are: Sales, Marketing and Service. The advantages of using this software is that it is flexible i.e. it provides options for deployment, purchase and access, it is easy to use and familiar as it works like other Microsoft products such as Microsoft Outlook, and since it offers a lot of customization and partner offerings it fulfills a company’s business needs. It helps with everything related to the customer starting from pre-sales activities till customer service.
The Microsoft sales module covers areas such as opportunity management, sales process management, pipeline optimization, quotes, order management, sales force management, sales literature and direct email. This module basically provides tools which is utilized by the sales team to manage the opportunities. It comprises entities, reports, dashboards, processes and the products and services offered. In the sales module, the sales team has the provision to maintain their customers, contacts, current orders, existing problems, and their solutions. When a sales person has all this information before them, it is easy for them to talk to their customers as they would not have to face any unexpected questions. They would be prepared to answer all the queries with full knowledge.
The service module covers areas such as case management, complete 360 degree view of customer information, automated routing and queuing, auto-response, email etc. The service module comprises of tools that help to track the complaints of the customers and the other customer interactions with the organization. This module shows service management and service scheduling. The primary purpose of this module is to manage the service tickets.
The marketing module covers areas such as campaign management, marketing list management, list segmentation, campaign execution and marketing reporting. This module is helpful for the marketing professionals as it provides them with a set of tools which can help in retaining the existing customers and attracting new customers which can eventually help in growing the business.