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Sales
challenges of any business can be addressed through a holistic
customer relationship management (CRM) approach. You might
ask, why is CRM connected with sales? CRM is a strategy that
connects your customers, employees, and partners in an
end-to-end process that can help you treat customers based on
their value to your business in a consistent manner to meet
your business objectives. This end-to-end process revolves
around the customer lifecycle, reach, interest, acquisition,
service, retention and potentially reacquisition. You can
choose to address sales parts of the strategy and add other
parts such as marketing and customer service later.
The CRM
strategy helps your employees analyze customer information and
get to know your customers better. With knowledge of your
customers you can serve them better. It also facilitates
collaborating both internally and externally. Overall, a
winning CRM strategy would create a customer-centric culture
in your organization.
There are
really three key things that define CRM
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The first
is that CRM revolves around customer-facing business
processes. Typically these involve sales service or
marketing activities where businesses try to get, keep, and
grow their customer base.
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The
second thing is that CRM is very process-focused, and helps
businesses to ensure that they have well-defined processes
that are executed consistently across the organization . In
addition to defining and driving customer processes , a CRM
system needs to give great real-time visibility into
customer interactions and business operations at all times.
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3. The
third key thing is that CRM, as opposed to contact
management, is team-oriented; it is engineered to help
people collaborate inside the organization as well as with
external partners and customers.
These three
key things are at the core of any well-defined CRM strategy
Microsoft
CRM provides a new and compelling value proposition for
companies of all sizes . It delivers a complete CRM suite
that leverages the full power and productivity of the
Microsoft platform, including Microsoft Office, Microsoft
Windows, Microsoft SQL Server , and many other powerful
technologies.
Microsoft
CRM delivers three key benefits to different parts of your
organization . The first is that it works the way you do ,
which means that it is simply the easiest and most natural way
to deliver roles-based CRM capabilities to anyone that uses
Microsoft Office and Outlook. It allows you to put just the
right amount of CRM capabilities into the familiar and
comfortable environment where your people work every day .
Other CRM applications require users to “go someplace else” to
do CRM , often to a complex CRM application that was designed
for experts and not for ordinary people. Microsoft’s approach
has been to redesigned CRM to fit how people really work all
day , rather than requiring businesses to try to “redesign”
their people.
The second
key benefit is that it works the way your business does. Every
unique process that your business has can be supported by
Microsoft CRM’s powerful workflow engine. Your business
processes can be as simple or as complex as your business
needs , with reliable consistent execution driven by Microsoft
CRM. It also gives you powerful reporting and analytics that
ensure that you can measure the efficiency and productivity of
all of your customer interactions.
The third
key benefit of Microsoft CRM the works the way technology
should . It is fast to deploy, easy to manage , and simple
to customize and extend. It is based on a service-oriented
architecture with complete support for web services . Many IT
organizations prefer Microsoft CRM because it relies on tools
and technologies that are well known and widely adopted within
the IT environment. This reduces risk for IT organizations
compared to other CRM systems that rely on less common, more
expensive , and harder-to-customize platforms and tools
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To learn more
http://www.microsoft.com/india/dynamics/customer_relationship_management.mspx
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