One of the goals of Customer Relationship Management
is to provide an infrastructure of support that is
effective and responsive to support questions raised
by customers, complaints, and any other issues.
The Collaborative portion of the CRM is to coordinate
a multi-channel service and support system within the
company that can take care of these issues.
A technical support department has interaction with
customers. It is common for customers to submit
questions or complaints about things to the technical
support team.
For example, customers are often asking for an online
system to make purchases or check the status of their
order.
The technical support team will take these customer
issues to the Collaborative CRM who can use this
information to provide better customer service and
create this online need.
The ultimate goal of the Collaborative CRM is to
improve the customer service experience and ensure
everyone is happy.
They might distribute surveys out to their customers
or send them by mail if a mailing list has been
established to find out answers to certain questions.
Surveys are often used to find out about customer
satisfaction regarding certain products or the
shopping experience.
Surveys often provide a lot of useful information to
the Collaborative CRM team when the receive comments
like the bathrooms are filthy, the sales girl was very
rude, or maybe someone couldn’t find a customer
service representative for over ten minutes.
Collaborative CRM gives management an idea how to make
changes within an organization or what things are not
being done so they can ultimately improve the customer
experience.
Read More......
Saturday, January 19, 2008
Thursday, January 10, 2008
A Step Ahead With Microsoft Dynamics CRM
With the considerable number of CRM software
circulating in the market nowadays, it’s difficult to
choose one that fits all the basic requirements of a
good application: it must have a short learning curve,
a clean interface and it must be versatile.
It’s almost impossible to pick out the best in the
industry because each one declares that they are the
epitome of CRM solutions. But one must go back to the
fundamentals and choose a CRM that has brand
recognition and experience in the field, and The
Microsoft Dynamics CRM fulfills these requirements
with aplomb and definitely gets the job done.
What sets it apart
A guiding philosophy of this application is the "360°
Customer View", which basically gets into the heart
and soul of CRM: catering and wooing to the consumers.
Not only is the application a backdrop for a
management team’s creative prowess, it is also a
toolkit wherein every facet of the target market’s
psychology is studied: how shall we sell the idea?
Is it effective if we present it in a specific medium
(internet/face-to-face)? What are the precursors to
the current demands? Are there patterns? Questions
will flow naturally during one’s research ensuring
that the best possible ideas are made or the wittiest
pitch conceivable is thought of. This service-oriented
architecture immediately warms up the executive for
his/her daily grind.
Even though Microsoft Dynamics gives the entrepreneur
or manager plenty of options to approach the consumer,
it does not compromise the application’s learning
curve.
One, the program integrates well with familiar
Microsoft applications like MS Office, Access and
Outlook, saving the company time and resources in
training seminars and workshops. And second, data
creation and transfer is dealt handily by the
signature Report Wizard option and the standard
templates for marketing packages available in the
program. With these two conveniences in place, the
company is already assured of higher productivity with
less cost.
Features
From the myriad yet familiar configuration tools and
the Microsoft Development Kit (SDK), the features of
Microsoft Dynamics prove that it is for keeps. First
is the extensible workflow model, wherein the
web-based feature allows users to share work practices
to colleagues and executives. Furthermore, the system
workflow libraries make these models easy to find and
store.
Next is where clients are catered to individually by
drop-down fields in the application, ensuring that
important notes are taken on the spot without the
hassle of shuffling through different windows in the
program.
Security and confidentiality of information is an
important aspect of any CRM application, and Microsoft
is top-notch in theirs. It allows proper delegation of
records and objects to certain teams and/or
individuals, and each of them only sees specific
windows that are only relevant to them and no one else
in the team. This improves trust between the leader
and his/her subordinates and veers away from any
squabbles that might hamper a team’s progress.
Conclusion
Clean, secure, versatile yet easy to use: these traits
characterize the Microsoft Dynamics CRM, which is
definitely a cut above the rest of the pack, which
usually offers imbalanced features: high on features
but low on efficiency and vice-versa. Microsoft’s is
perfectly balanced in every aspect and is definitely
tough to overtake in the CRM solutions industry. Read More......
circulating in the market nowadays, it’s difficult to
choose one that fits all the basic requirements of a
good application: it must have a short learning curve,
a clean interface and it must be versatile.
It’s almost impossible to pick out the best in the
industry because each one declares that they are the
epitome of CRM solutions. But one must go back to the
fundamentals and choose a CRM that has brand
recognition and experience in the field, and The
Microsoft Dynamics CRM fulfills these requirements
with aplomb and definitely gets the job done.
What sets it apart
A guiding philosophy of this application is the "360°
Customer View", which basically gets into the heart
and soul of CRM: catering and wooing to the consumers.
Not only is the application a backdrop for a
management team’s creative prowess, it is also a
toolkit wherein every facet of the target market’s
psychology is studied: how shall we sell the idea?
Is it effective if we present it in a specific medium
(internet/face-to-face)? What are the precursors to
the current demands? Are there patterns? Questions
will flow naturally during one’s research ensuring
that the best possible ideas are made or the wittiest
pitch conceivable is thought of. This service-oriented
architecture immediately warms up the executive for
his/her daily grind.
Even though Microsoft Dynamics gives the entrepreneur
or manager plenty of options to approach the consumer,
it does not compromise the application’s learning
curve.
One, the program integrates well with familiar
Microsoft applications like MS Office, Access and
Outlook, saving the company time and resources in
training seminars and workshops. And second, data
creation and transfer is dealt handily by the
signature Report Wizard option and the standard
templates for marketing packages available in the
program. With these two conveniences in place, the
company is already assured of higher productivity with
less cost.
Features
From the myriad yet familiar configuration tools and
the Microsoft Development Kit (SDK), the features of
Microsoft Dynamics prove that it is for keeps. First
is the extensible workflow model, wherein the
web-based feature allows users to share work practices
to colleagues and executives. Furthermore, the system
workflow libraries make these models easy to find and
store.
Next is where clients are catered to individually by
drop-down fields in the application, ensuring that
important notes are taken on the spot without the
hassle of shuffling through different windows in the
program.
Security and confidentiality of information is an
important aspect of any CRM application, and Microsoft
is top-notch in theirs. It allows proper delegation of
records and objects to certain teams and/or
individuals, and each of them only sees specific
windows that are only relevant to them and no one else
in the team. This improves trust between the leader
and his/her subordinates and veers away from any
squabbles that might hamper a team’s progress.
Conclusion
Clean, secure, versatile yet easy to use: these traits
characterize the Microsoft Dynamics CRM, which is
definitely a cut above the rest of the pack, which
usually offers imbalanced features: high on features
but low on efficiency and vice-versa. Microsoft’s is
perfectly balanced in every aspect and is definitely
tough to overtake in the CRM solutions industry. Read More......
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