Microsoft Dynamics 365 CRM, Customer Engagement, Sales, Customer Care and Marketing
Customer Service is often an afterthought. And that’s a pity. Because once you’ve attracted all of those new customers by implementing the superpowers of your Sales and Marketing engines, how can you possibly expect to retain them without providing superior Customer Service?
Read the rest of entry »
Big data makes it possible to serve more people than ever before. New privacy laws and regulations are regularly being passed to protect us from potential abuses. How can organizations balance the benefits of big data with the need for privacy?
Getting people to adopt new processes is almost always a challenge in business. Why is that? Maybe it's because we so often forget the role people play in defining and re-defining processes. In this article we look at why processes should be people-first.
“I’m not sure our CRM project has anything to do with customers at all. But, if it does, it is something we are doing to our customers, not for our customers.”
That’s what a new client told us in a workshop we delivered to their leadership team. It’s ironic that the most often overlooked stakeholder in CRM projects is the customer!
Read on for one simple starting point for putting the "Customer" back into CRM.
When it comes to CRM and user adoption, there seems to be a false sense of "if we build it, they will come." Not. True. Sure, customer facing employees want and almost always need tools to make the job of serving the customer easier. However, there are so many reasons why CRM doesn't end up either meeting those needs or just causing more work on these already overtaxed resources. So where are we going wrong and how do we begin to turn it around?
Digital Transformation. It's a long journey. And, for many companies, the journey doesn't end well. Here's a simple exercise to help you make your digital journey more engaging ,and better adopted, for the entire team.
How do you ask the right questions when a user asks for a new Dynamics 365 field? And how do you translate that request into the best design? Let's take a look!
Today’s customers want more control over their destinies. And successful companies are giving it to them. As a result, the old paradigm of CRM is rapidly giving way to customer engagement management (CEM). In this article we look at practical steps for making the transition.
When most organizations talk about "customer experience," they limit their thinking to the buying experience. In this article, we take a look at the broader customer journey, and the steps for transitioning your thinking from "sales process" to "customer experience" before, during, and after the buying decision is made.
Digital transformation is like the timeless question: what came first, the chicken or the egg?
Sometimes saying "yes" to make your CRM users happy can create unnecessary complexity that chips away at the user experience and, ultimately, hurts adoptin. In this article we'll look at some helpful questions to ask before adding a new field to CRM.
As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology. New solutions that have become available in the last 4-8 years can truly revolutionize how we care for customers.
So here I offer up an open letter to many of the Customer Care Managers that I have met over the years in hopes that it may inspire a few to consider the new options available to them.
Wondering how much impact your digital workplace project will have? Will it truly be a transformation of what you do, or just an adaptation of what you’re already doing? Those two words sound similar, but they lead to entirely different destinations. Bear with me while I draw a couple of analogies to make my point.
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.
Today I’ll show you how to use Office 365 Forms, Microsoft Flow and Dynamics 365 to easily create a form that adds a new lead record to CRM.
Apparently due to outcry from the community and some missing functionality with its replacement the Dynamics 365 App for Outlook aka Outlook App, the Outlook client is no longer deprecated.
Like many of you that have Dynamics 365 organizations online, we received our “Scheduling Your Dynamics 365 Organization for the Microsoft Dynamics 365 (online) version 9.0 Update” notice recently. If you have not scrambled to get your update scheduled you still have time.
Microsoft Dynamics 365 now has two different versions of Outlook integration available:
Yes, those names are confusing. But choosing which one to use, and the right time to make the change, can be even trickier. Read on to understand the options and make a good decision about the best timing for your organization.
Most goals are doomed to fail. Here’s why - and how you can transform struggles into successes.
Who would have guessed the frustration that the tiny little QUALIFY button on the Lead form in Dynamics 365 could cause! In this post, we take a look at a better solution for qualifying and converting leads in Dynamics 365 for Sales.
We get that question a lot.
"Hey C5, it's great that we can track emails in our CRM solution with just the click of a button instead of the old copy/paste method that our legacy CRM software required. But I get a ton of email. Which emails should I track in CRM?"
It's a simple question that isn't as easy to answer as you may think. Most people think, "if in doubt ... track it."
PLEASE. DO. NOT. DO. THAT.
Read on for some simple rules and examples to help you decide which emails you should and (perhaps more importantly) should not, track.
Finally the low tech "alerts in the code" method was employed in an attempt to figure out where the choke point was.
This 3 minute video demo shows how customer care teams can use the power of business intelligence to constantly improve the customer experience. The demo uses Microsoft's solutions for business intelligence (Power BI) and customer relationship management (Dynamics CRM).
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.
What would it look like to watch a sports game with no score? No one would watch! But that's exactly how most businesses are run today. This series of infographics takes a look at how the best organizations share the score with their employees in order to create the best customer experience.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
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.
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.