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Posts Tagged 'customer service'

We are pleased to present below all posts tagged with 'customer service'. If you still can't find what you are looking for, try using the search box.

Today’s Customer Care: Omni-Channel Chaos

Customer Service teams are scrambling to work with IT to implement omni-channel communication strategies.  But the challenge is bigger than just technology - it requires a rethinking of the entire customer care role in delivering a state-of-the-art customer experience.

Omni-Channel Customer Care

 

Video: Microsoft CRM Field Service Management

If you have a field service delivery team, Microsoft Dynamics CRM field service management has a lot to offer. This article and one minute video provides a rapid overview.

 

Microsoft CRM Field Service Management Video Demo


Video: 90 Second Overview of Microsoft CRM Interactive Service Hub

Microsoft Dynamics CRM 2016 includes the Interactive Service Hub. Dashboards, views, forms and the knowledge base have all received significant upgrades. These features are expected to begin appearing the sales and marketing areas of CRM beginning in 2017. Tune in for this 90 second overview of the Interactive Service Hub.

3 Huge New Customer Service Features in Microsoft Dynamics CRM 2016

Factoid: The average US worker spends 19% of their time searching for the knowledge that they need to get their jobs done (Harvard Business Review, “Social Media’s Productivity Payoff,” August 2012).  In a 1,000 person organization with an average salary of $50,000, that’s $10 million spent on searching for stuff! So how can we put this information easily into the hands of customer service? In the most recent release of Dynamics CRM, Microsoft has put a ton of attention into the features used by call centers and customer care teams. 

 

Customer Care and Dynamics CRM: Updates in CRM 4.0, 2011, 2013, 2015 and 2016


clip_image001One of the top drivers of CRM success is integrating it across Sales, Marketing and Customer Care teams. Prior to CRM 2013, few companies chose Microsoft CRM as their customer care solution. Since Microsoft Dynamics CRM 4.0, however, Microsoft has steadily added new functionality to boost the customer service portions of the application. And now, with the rollout of CRM 2016, it is time for organizations to reconsider using the same platform for Customer Care that they also use for Sales and Marketing.

New to Microsoft Dynamics CRM? Have No Fear

If you're like me, walking into the wide world of CRM can make the word "intimidating " look like an understatement. Whether you just need to know enough about CRM to get by, or you are about to dive in to discovering all that CRM has to offer, take a look at the resources and articles below to start navigating the waters of Dynamics CRM.

Are you worth the effort?

Companies continue to spend countless hours focusing on how to better articulate their value proposition, in order to increase both the volume and velocity of sales. There is potential for greater impact by focusing some of that time on an often neglected piece of the sales puzzle. Have you considered how hard you are to work with?

Dynamics CRM Roadmap – Spring 2015 and Beyond

New CRM Spring 2015 SiteMap Menus

Get ready ... CRM 2015 just came out, but the spring release is just a few months away.  Microsoft is including a lot of new features in this release that you'll want to take advantage of including: new (easier) navigation, OneNote integration and Power BI dashboards.

Thinking About Launching a Loyalty Program? Consider These Five Components Before Making a Decision! Part Two


A successful loyalty program not only allows companies to reward their customers but also enriches the business with valuable customer data and feedback. In this entry, we will review the three important program components: operations, platform selection, and vendor selection. 

Thinking About Launching a Loyalty Program? Consider These Five Components Before Making a Decision! Part Two


A successful loyalty program not only allows companies to reward their customers but also enriches the business with valuable customer data and feedback. In this entry, we will review the three important program components: operations, platform selection, and vendor selection. 

Thinking About Launching a Loyalty Program? Consider These Five Components Before Making a Decision! Part Two


A successful loyalty program not only allows companies to reward their customers but also enriches the business with valuable customer data and feedback. In this entry, we will review the three important program components: operations, platform selection, and vendor selection. 

Thinking About Launching a Loyalty Program? Consider These Five Components Before Making a Decision! Part One

 
Finding the right mix of requirements for a customer to participate in a loyalty program versus the reward payout to help grow that existing customer base and bring on new customers is the “secret sauce” of loyalty. In a pair of blogs, we will discuss some of the benefits of a loyalty program, and five important areas of consideration when planning a launch - program structure, operations, platform selection, and vendor selection. In part one of two we will look at benefits and program structure.

Thinking About Launching a Loyalty Program? Consider These Five Components Before Making a Decision! Part One

 
Finding the right mix of requirements for a customer to participate in a loyalty program versus the reward payout to help grow that existing customer base and bring on new customers is the “secret sauce” of loyalty. In a pair of blogs, we will discuss some of the benefits of a loyalty program, and five important areas of consideration when planning a launch - program structure, operations, platform selection, and vendor selection. In part one of two we will look at benefits and program structure.

Thinking About Launching a Loyalty Program? Consider These Five Components Before Making a Decision! Part One

 
Finding the right mix of requirements for a customer to participate in a loyalty program versus the reward payout to help grow that existing customer base and bring on new customers is the “secret sauce” of loyalty. In a pair of blogs, we will discuss some of the benefits of a loyalty program, and five important areas of consideration when planning a launch - program structure, operations, platform selection, and vendor selection. In part one of two we will look at benefits and program structure.

From CRM 2011 to CRM 2015: Sales, Service and Marketing

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This is the fourth in a series of articles discussing the CRM upgrades available to organizations who are on CRM 2011, and are considering the leap to 2015.  This entry takes a look at the new functionality specific to the sales, service (aka customer care, inside sales, customer support) and marketing.  All three of these functional areas received upgrades in both CRM 2013 and again in CRM 2015.  That's a lot to cover - let's dive in!

Are You a Servant – or Just Providing Good Service?

servant Great customer service is the mantra of many companies. But that might not be enough anymore. How can businesses and individuals move from merely providing exceptional service, to having the attitude of a servant?

Microsoft Convergence 2014: Humanize the Enterprise

Members of our team recently had the pleasure of attending Microsoft Convergence, a premier conference for the Microsoft Dynamics community. What really struck me about the conference is that, for a gathering of people seeking more powerful ways to use technology, the common theme always lead back to people, and to building better relationships.

Microsoft Convergence 2014: Humanize the Enterprise

Members of our team recently had the pleasure of attending Microsoft Convergence, a premier conference for the Microsoft Dynamics community. What really struck me about the conference is that, for a gathering of people seeking more powerful ways to use technology, the common theme always lead back to people, and to building better relationships.

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CPR for CRM Study

The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.

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SharePoint Readiness Assessment

This 60-second assessment is designed to evaluate your organization's collaboration readiness.

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CRM Self Assessment

Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.

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SharePoint Feedback Solution

This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.

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SharePoint Upgrade Checklist

Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.