Make Your Business Strategy Essential by Making Customer Engagement

sunbridgeindiaSoftware and s/w Development

Feb 4, 2020 (21 days and 23 hours ago)

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CRM as a simple "technology" or "solution" is an improper term and should rather be considered as a business strategy to better understand and manage relationships with customers. This requires a customer-oriented corporate philosophy and culture within a company. CRM as a technological solution is only a pioneer. It links stakeholder information from a variety of sources - internal, external systems and contact points. CRM solutions have evolved over the years from an operational data collection system with workflow automation features to increase operational efficiency in various business functions and to create a platform with applications generation of intelligent enterprise solutions that help businesses enter the digital transformation.

Make Your Business Strategy Essential by Making Customer Engagement




CRM as a simple "technology" or "solution" is an improper term and should rather
be considered as a business strategy to better understand and manage relationships
with customers.
This requires a customer
-
oriented corporate philosophy and
culture within a company. CRM as a technological solution is only a pioneer. It
links stakeholder information from a variety of sources
-

internal, external systems
and contact points. CRM solution
s have evolved over the years from an operational
data collection system with workflow automation features to increase operational
efficiency in various business functions and to create a platform with applications
generation of intelligent enterprise solu
tions that help businesses enter the digital
transformation.


In particular,
Microsoft's D365 customer
Relationship Management

offers
businesses of all types and sizes the opportunity to accelerate this change b
y
offering specially developed applications (automation of project services,
automation of field services, sales, marketing, service) tailored to their specific
business needs. In addition, businesses in a Microsoft cloud environment use
Microsoft's Azure
platform for AI / ML / cognitive functions to further extend the
functions of these applications.

The Project Service Automation solution, for example, helps project
-
based
organizations such as IT / ITeS, consulting, infrastructure, professional services,
etc. to effectively monitor and manage the entire project life cycle, from planning,
estimation, resource management, booking time sheets to billing Project progress
in terms of effort, cost, schedule and profitability. This can be used to manage only
the
life cycle of the project, or can be used in conjunction with the sales application
to promote better collaboration between the sales and delivery teams during the
presale phase for better estimation and forecast of needs.

Likewise, organizations involved
in the production and provision of preventive /
corrective support for high quality medical devices, industrial equipment,
consumer goods, printers, etc. where the high availability of installed devices is of
the utmost importance, can use the sales force
to reduce costs. Optimizing service
assignments by increasing the productivity of technicians through optimized
planning of routes and appointments provides them with important information in
the field, even when they are offline, so that they can devote m
ore time time to
troubleshooting than administrative tasks. It also allows management to track and
update in real time for faster decision making. This can be extended by using the
IoT and remote assistance functions to proactively identify and resolve pro
blems.

The Unified Service Desk solution, on the other hand, helps streamline contact
center operations by summarizing the different applications that a contact center
manager may need to use to resolve an incident in order to obtain FTR ( First Time
Resol
ution) for these companies increase and improve compliance with SLA
(Service Level Agreement).


For companies wishing to further improve the omnichannel customer experience,
the platform also offers additional modules to address customers via chat, SMS and

social networks.


With the help of engagement functions on social media, these organizations can
actively work with interest groups on major social media platforms to not only
identify buy signals, but also to eliminate negative moods.


We all know that a
doption is one of the most important pillars for successful CRM
implementation. With this in mind, the platform also offers the opportunity to play
the whole experience by creating incentives for employees to increase their
acceptance.


In addition to the
se company
-
specific applications, the portal functions of the
D365 platform are used in all sectors to provide internal and external stakeholders
-

customers, distribution partners, suppliers and employees
-

with free functions.
-
service.


Likewise, busine
sses can use Microsoft's PowerApps platform to get the most out
of their investment in that platform by providing a framework for building
applications that they can use to solve certain business problems, such as some, at
lightning speed thanks to intuiti
ve and ready
-
to
-
use visual tools Connections with
minimal coding to reduce time to market.


Since a company knows that CRM is a customer
-
centric business strategy, it must
first make a fair assessment of its own level of maturity and therefore embark on
th
e path of digital transformation by pursuing a platform approach.