Posted by Indusa Admin on May 24, 2016 1:17 pm
Microsoft Dynamics CRM software helps sales, marketing, and service professionals manage their customers better. But imagine if you could also proactively predict customer trends, identify patterns, and deliver services in a personalized manner.
With customer analytics, that’s now possible. Customer analytics enables you to gain important and actionable insights into trends and design and implement a range of customer service enhancement initiatives across the organization. By tracking customer behavior and improving operating margins, you can identify high-impact opportunities and restructure operations to improve visibility across all touchpoints.
Additionally, you can define a framework to manage customer-centric metrics that reinforces your organization’s brand value proposition. Unfortunately, a paltry 15 percent of organizations use analytics to drive objectives. How do you leverage analytics to deliver a personalized, predictive, and proactive experience?
Benefits of Dynamics CRM Analytics
Riding on the wave of customer analytics is Microsoft’s latest CRM, which aims to provide a truly comprehensive, customized, and seamless experience to customers over a wide range of tasks. Microsoft Dynamics CRM 2016 is enhanced with Cortana analytics and machine-learning capabilities, in addition to new levels of integration with Microsoft’s other productivity tools.
There are many benefits to using Dynamics CRM Analytics. In this post, we’ve outlined three key uses that will help you deliver services in a more personalized manner:
1. Better Understand Customer Needs
Dynamics CRM 2016 integrates productivity and intelligence into a single experience, offering a truly fruitful customer engagement. Through the Cortana Analytics Suite, Dynamics CRM can recommend intelligent cross-sell opportunities, knowledge articles, and other relevant content to help service reps understand customer needs even before they do.
The sentiment analysis capability enables you to analyze customers’ social media posts, understand their sentiments and service needs, and also identify new leads. Integration with Office Delve search tool helps to discover documents and resources across Office 365 or OneDrive sites and attend to customer issues in time.
By automatically generating cross-selling recommendations based on specific preferences of a prospect and scanning social networks for messages that are indicative of potential deal-making opportunities, you can be proactive in your customer engagements and deliver exceptional customer experiences.
2. Simplify Business Processes
Dynamics CRM 2016 offers templates for organizing customer data in Excel spreadsheets, and personalization features that simplify the creation of sales documents in Word. Integration with O365 and SharePoint help in tracking and managing business performance through dashboards and KPIs more efficiently.
In addition, it allows you to identify and act on new opportunities, create reports quickly and make data-driven decisions; helping you grow revenue and improve business efficiency with predictive analytics. Moreover, seamless access to contextual CRM documents through SharePoint, Office 365 Groups, and OneDrive for Business allows for simplified business processes across channels.
3. Improve Productivity
Every time users switch from one app to another, there is a substantial decline in their productivity. Dynamics CRM 2016 runs on a design principle that allows you to manage all customer-facing activities in a single experience, without having to export or switch, drastically reducing the time taken to complete tasks.
Integration with Office 365, mobile apps, and other productivity tools makes the user experience more seamless and improves productivity in the long run. By streamlining customer service activities and improving customer satisfaction through the identification and implementation of required customer service skills, competencies, and performance measurements, you can reduce customer service costs and improve key performance measures.
What’s more? By combining Microsoft’s field service management capabilities and the power of the Azure IoT suite, you can deliver predictive maintenance right to the user, while creating efficiencies, improving predictability, and increasing customer loyalty along the way.
Take Your Business to the Next Level
With Dynamics CRM analytic capabilities, you can devise a world-class customer experience. Integration with technologies like business intelligence and big data help in analyzing individual client profiles and formulate products and services that satisfy their specific needs – convert customer service interactions into revenue opportunities and take your business to the next level.
Dynamics CRM 2016 can be either online or on-premises, and aims to help you apply modern intelligence to customer interactions, making the experience more proactive, personalized, and predictive than ever before.
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- Microsoft’s LinkedIn Acquisition: Future of Dynamics CRM, O365, and Your Business
About the Author – Neha Kumar
Neha Kumar is a digital media evangelist and marketing professional. She overlooks Indusa’s content management, social media, online events, email marketing, blogs, digital campaigns, lead generation and inside sales activities on a broader scale.