Let’s face it– understanding and utilizing constantly evolving sales techniques has become both a science and an art form. Consumers are smarter, wiser, more mobile and demand higher quality content, not only for marketing but also in relation to the goods and services they purchase. After all, according to the Corporate Executive Board (CEB), by the time a customer reaches out to a company, he or she is more than 57% of the way through the buying cycle. The new order for businesses today is consultancy:
Image Credit: Corporate Executive Board (CEB), from Harvard Business Review, July, 2012
Providing thought leadership, anticipatory forecasting and mastering trends to tailor products to suit customer needs: To accomplish this tall order, your organization needs an effective customer relationship management tool (CRM)– a modern set of eyes and ears that can keep up with trends and provide insights that listen to and provide a full understanding of your consumers’ needs and wants, even before they do. Microsoft and its partners seek to provide these critical insights with Microsoft Dynamics CRM Online, a cloud-based software solution fueled by its ability to naturally unify sales and marketing efforts, creating seamless integration between both sales and marketing departments to efficiently grow, enrich your customer base, and create advocacy for your entire brand.
Mobile Customer Service is a Must
This notion of advocacy must originate from the products and services that customers use everyday. According to the International Data Corporation (IDC), by 2017, 87% of the device market will be tablets and smartphones, with personal computers and laptops just 13%. This year, there will be more people accessing the web using a mobile device than a laptop, and, according to eMarketer, almost five billion people in the world are now using smartphones to research and buy in the marketplace.
With these kinds of statistics, it’s very apparent that customer service capabilities need to align with mobile consumer trends, and yet companies are scrambling to catch up. It’s time to start turning mobile customer service into a proactive strength rather than an afterthought.
With Microsoft’s people-centric vision–CRM Online is designed to nurture relationships with customers, leaders, prospects, employees, suppliers, partners and investors — right from the cloud. CRM Online offers businesses a central hub with an easy-to-access solution that closes the gap between lagging mobile customer service capabilities, allowing admins and employees to have full visibility on how your business interacts and engages with your mobile customers and partners.
By simply listening and adequately responding to customer wants and needs, businesses can deliver effective mobile customer service (both self or assisted) via mobile devices with smaller screens. This will strengthen customer loyalty, deepen relationships and create lasting advocates for your brand.
What Separates the Good from the Great?
Securing the right CRM solution is good, but using it to its fullest potential is great. By bundling CRM Online with other cloud-based solutions from Microsoft, including Office 365 and Power BI, businesses can ensure success by providing insights and collaborative tools, allowing seamless integration into your business model. Based on good listening tools and letting customers set their own pace while maintaining open honest communication, the new order allows customers to go beyond the buying experience– turning them into advocates for your entire brand.
SADA Systems, a Microsoft National Solutions Provider with Gold Competencies, understands the critical needs for businesses to become dynamic, flexible and multi-channeled to best understand customers and foster lasting relationships.
Visit our website to learn more about Dynamics CRM Online.