Microsoft Dynamics 365: Increasing Customer Engagement

By on October 11, 2018

Although Microsoft has already introduced Dynamics 365 for a complete solution to Small & Medium Enterprises, some big companies are also considering these solutions since it caters to a 360-degree business requirement.

Successful businesses know they need to engage their customers not only at the initial point of sale, but after the sale in order to increase the number of returning customers as well as providing the best customer experience. To achieve that, companies need to focus on helping their employees better engage with their customers through Customer Relation Management (CRM) to build and strengthen relations. This requires diversifying the way CRM is being used conventionally.

I know you must be thinking how we are going to diversify the way we use CRM? I will try to cover some areas which can enhance the experience of CRM. Also, I will cover how Microsoft Dynamics 365 can help grow your business.

Speaking of CRMs, if employees enter proper customer data in CRM, it will be very helpful to the employees and the company, which can increase sales since it will make it easy to analyze customer’s buying habits, buying patterns, preferences etc. This way companies can empower their employees to deliver unparalleled services.

Here I tried to jot down a few points detailing how Microsoft Dynamics 365 can increase sales and the customer experience:

  1. Building Relationships

Your Microsoft Dynamics 365 has a customer insight which is needed to compose a compelling message. Within your Dynamics 365, you can find all your customers stories about what products they have bought and when. You will be able to see if there were any issues and how they were resolved. Keeping these insights in mind, employees can become better equipped to fulfill customer needs.

  1. Tapping into the Right Customer

Once the customers are identified and you have a developed a message, now is the time to analyze which Group to tap into for determining their interest in what you have to say. Microsoft Dynamics 365 provides a wide range of segmentation criteria which can help you bifurcate your customers, prospects, partner data and create a targeted distribution list. In this manner, you will be better able to communicate with your customers in a personalized way.

One thing I would like to suggest is to make sure your message reflects the language and priorities of your target audience. People in a higher tier or managerial chain normally focus on profitability, while people from Sales and Marketing would emphasize lead generation and search for the tools to monitor and improve their effectiveness.

  1. Appropriate Timing

For companies, it is essential to consider the frequency and timing of developing customer engagement.

Frequency – Let’s take an email campaign, for instance, you would like to communicate often enough to stay at the forefront of the customer’s mind, but not often enough so that the customer puts your email in Junk or Trash, or even unsubscribes. There is an argument that the email campaigns and social media marketing approach “More is Better”, but when it comes to posting or sending your customers a message it is important that your messages have meaning and value.

Timing –  You should not sell a wool sweater in summer, neither you should offer an upgrade right after selling a product or service.

Microsoft Dynamics 365 has the ability to alert you of a customer’s recent issue, and tells you when to recommend an upgrade and/or purchase of an add-on product.

By engaging proactively and anticipating customer needs you are going to win customer loyalty and satisfaction.

  1. Automated Email Campaigns

Microsoft Dynamics 365 provides the ability to build email campaigns, and create intuitive email or landing pages to attract more potential customers. You can also personalize and configure the templates that help you gather customer data and keep your customers engaged throughout your sales cycle.

  1. Customer Insight Leads to Better Decision

With Microsoft Dynamics 365, you can create Forms and store information to analyze your customer interests and market trends. By setting your criteria, you can also assign scores to your customers.

These are some of the many features that Microsoft Dynamics 365 has to offer. For more offers and details of Microsoft Dynamics 365 feel free to consult with Brimtech Inc., and learn how to grow your business.

About Julie Bella

My name is Julie Bella and I am a 25 year old Project and Marketing Manager with IT company Brimtech, Inc., based in Ontario, Canada. Not only do I create content to meet marketing needs, but I love to perform research and write-ups on the latest in technologies and tech news which will influence our lives. I hope people will learn new things and techniques through my blogs.
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