There is no iota of doubt that for successful business, efficient management of relationship with clients is very important. In fact, relationship management is the most effective way to build strong personal bonding with clients. Once the strong bond is built with the client, organizations can easily identify the actual needs of customer. With this type of understanding, organizations can efficiently serve customers by delivering personalized experiences. In order to learn more about customers’ needs and behaviors to develop stronger relationships, organizations leverage technology. Client Relationship Management Software can help organizations to take marketing to the new dimensions while meliorating response rates in marketing campaigns. One such CRM software is Microsoft Dynamics 365 Customer Engagement.

As a suite of award winning, cloud-based Customer Relationship Management Apps, Dynamics 365 Customer Engagement enables organizations to drive sales productivity. Dynamics 365 Customer Engagement is a bundle of applications that can also be purchased as stand-alone applications. Organizations can efficiently drive consistent and measurable improvement in everyday business processes with D365 CE. These applications work seamlessly together across sales, customer service, field service, operations, financials, marketing, and project service automation and deliver comprehensive view of customers from first contact through purchase and post-sales. With native Microsoft Office Outlook integration, Dynamics 365 CE delivers out-of-the-box functionality to cater to more unique requirements of organizations both now and in the future.

With D365 CE, you empower your team with powerful tools that help in delivering exceptional customer experiences to build lasting relationships. Actionable insights and guidance delivered by Microsoft leading AI (Artificial Intelligence) and ML (Machine Learning) based technologies enable them to sell effectively, care everywhere, and market smarter. Apart from supporting native integration with Office 365, Dynamics 365 CE can connect seamlessly with productivity tools such as Power BI, Yammer, Skype, Outlook, and many other tools, enabling you to track all your customer interactions while consolidating all you data at one place.

Applications that come under Microsoft Dynamics 365 Customer Engagement –

Microsoft Dynamics 365 for Sales – With Dynamic 365 for Sales, organizations can automate sales processes in order to boost productivity. Furthermore, you can gain actionable insights and can predict customer needs based on interactions to deliver personalized experiences. Comprehensive customer insights make you more proactive and responsive while also help to optimize decision making, boosting productivity, shortening sales cycles and reducing costs. D365 for Sales also helps you to find out social sentiments to identify potential competitive threats. With enhanced customer experience and personal attention, D365 for Sales helps you to strengthen pipeline development while enabling you to drive more sales.

Microsoft Dynamics 365 for Customer Service – D365 Customer Service App delivers 360-degree view of the customer, enabling you to understand and resolve issues quickly. D365 Customer Service empowers your agents with productivity tools which they can use to satisfy changing customer demands across channels. By delivering unified experience regardless of channel, you can deliver consistency and personalization that customers expect. D365 Customer Service supports self-service portals that enable busy customers to access their account information and find answers to their questions on their own. Knowledge base & online community further add value to your customer service. D365 Customer Service intelligently routes cases from any channel to the right agent for quick resolution. You can also leverage Virtual Agents to deliver seamless customer experience.

Microsoft Dynamics 365 for Marketing – As a cloud-based marketing application, Dynamics 365 for Marketing enables you to manage and guide the customer along their journey through the sales funnel. By unifying sales and marketing, D365 for Marketing delivers a comprehensive view of your customer, enabling you to deliver engaging customer experiences across all touch points. As a flexible and easy to use marketing automation tool, D365 Marketing transforms every customer interaction while helping you to market more effectively to improve productivity. Based-on actionable insights, you can run targeted, more personalized campaigns to drive your business. You can also track your campaigns and know whether customers are responding to these or not. You can also track how prospects move through the marketing and sales funnel with automated workflows. Familiar tools such as Office 365 & built-in templates enable you to create professional documents while you can analyze marketing activities with Excel and can enhance collaboration with colleagues, leads, and customers with SharePoint.

Microsoft Dynamics 365 for Field Service – As a comprehensive field service management software, D365 for Field Service helps in improving staff productivity while delivering great customer experience. With comprehensive functionality across service locations, service agreements, customer assets, predictive maintenance, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics, D365 Field Service helps in delivering seamless customer experience. With the help of flexible scheduling options, you can accommodate more precise appointments based on right job skills and best fit location. Built-in intelligence enables you to resolve issues even before they occur. With D365 Field Service, you have real-time visibility of the inventory. By providing best route, turn-by-turn directions, and work order details and full back office information, you can improve the efficiency of the technicians. With the help of 360-degree view of customer preferences and history, you can easily deliver with personalized experience while completing the task at hand.

Microsoft Dynamics 365 for Project Service Automation – As a leading cloud-based project management application, Dynamics 365 Project Service Automation helps in moving your project in the forward direction while keeping them in budget. Leveraging intelligent and intuitive tools, you can help employee involved in the project to deliver productivity. With Project Service Automation, managers can have complete control over the customer billing process. They can create estimates, quotes, and contracts with ease, enabling team to efficiently execute work. With D365 Project Service Automation, project managers can view, approve, or reject job costs from a single location. They can also have real-time access to financial data related to a project including costs, unbilled revenue, and invoices. With resource utilization and forecasting metrics, you can put right people for the job based on their qualifications and availabilities.

Best Implementation Practices for Microsoft Dynamics CRM (Customer Engagement)

Plan Strategically: Undoubtedly, CRM implementation is a daunting task and requires extensive planning. It is recommended that you should properly understand the business flow and processes as this would help you to know what modules you need and how much customization is required. You should take the note of the requirements of all departments to understand the scope of the project. It would be great if you communicate with business owners alongside Subject Matter Experts during the planning phase have clear path about the project. 

Carefully Assess Existing Systems and Tools: Dynamics 365 Customer Engagement is a business management application that delivers seamless integration with legacy system. However, you need to carefully assess systems that are required to be connected with D365 CE. Data migration and data cleansing are few processes which are very crucial for successful CRM implementation. You need to look how to minimize the waste in order to have optimal performance of D365 CE.

Gather the best team possible: Microsoft Dynamics 365 Customer Engagement implementation is not an easy task. Either you need to gather a right in-house team for implementation or a better way is to find an off-shore development team. Having all the proficient resources in the in-house team is a challenging as well as costly affair. With off-shore team, you can save huge amount of money. An experienced off-shore partner can easily identify inefficiencies, time gaps, and quality related issues. They can easily find bottlenecks and provide you recommendations for unexpected issues. They can ensure you that every task is completed on time and within budget.

Cohesive Communication – A clear line of communication between you and your off-shore partner enables your off-shore development team to understand your requirements. With this, they will know how much customization is needed and how much time will the whole Dynamics 365 CRM implementation take. Always look for dedicated account manager in your off-shore team so that doubts, questions, & concerns can be addressed properly.

Stay close to the Dynamics CRM implementation – Many CRM implementation projects fail as development team doesn’t have the proper understanding of the exact requirements of the client. Delayed delivery not only rots client relationships but also results in unnecessary cost. An on-time, successful Microsoft Dynamics CRM implementation will directly affect productivity, efficiency, and long-term success. So, it is recommended that you should make an attainable timeline and discuss it with developing company whether they can deliver it or not. Having a close watch on the implementation project enables you to understand whether you are getting the exact functionally which was discussed at the requirement gathering or not. Furthermore, it would be good if your implementation partner provides your team with all kinds of training to properly handle the application.

Final Thoughts

Thus, we can infer from the above text that Microsoft Dynamics 365 Customer Engagement can help organizations to improvement their sales productivity by delivering personalized engagement. In today’s competitive scenario in which customers want consistent experience across multiple touch points, D365 CE enables organizations to meet their ever-growing expectations by leveraging built-in business intelligence.   

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