One of the most essential features of Dynamics 365, Customer Engagement (on-premise), is that it helps you integrate all your marketing, sales and customer service teams into a single platform. This integration enables you to manage your customers from their first interaction with you to their last interaction with your company. One way to do this is with Microsoft Dynamics 365 Customer Engagement (CE).
Dynamics 365 Customer Engagement is an enterprise customer service management solution that enables you to improve your company's marketing skills, increase sales and offer your users first-class customer support.
With Dynamics 365 CE, you can comprehensively display all your customers, providing them with relevant information on the products and services they need or want. You can also contact customers by e-mail or telephone when they are ready to receive new offers or marketing campaigns.
When it comes to customer engagement, there are two main aspects: how long after an initial contact does a customer engage with his or her company?
Choosing the best CRM if you are a Dynamics 365 Customer Engagement user
With the growth of digital commerce, more and more companies are turning to CRM solutions to help them improve customer engagement. Customer Relationship Management (CRM) solutions help companies to better understand their customers and deliver personalized experiences across multiple channels.
If you're a Dynamics 365 Customer Engagement user, you know that CRM is a no-brainer. Customers expect a seamless experience wherever they shop and work, so it's essential to ensure they get an exceptional experience every time they interact with your brand.
The size of your company is optional in order to benefit from a first-class CRM system. Every organization needs a CRM system that links all relevant data and presents it to salespeople, marketers, field service staff and customer support representatives in an intelligent way. Better customer experiences are essential, as customers have more options than ever before.
Understanding your consumers is the only way to strengthen customer bonds and foster brand loyalty. What's more, you can't understand what you can't see. Therefore, you can make more confident data-driven decisions that improve customer relationships and grow your business by linking all your customer data.
Five things to consider when planning customer engagement
Customer engagement is a difficult concept to define, but it's not just about the number of customers you have or the size of your business. It's also about how you use and interact with them.
When planning customer engagement, there are five elements to consider.
- A salesperson can set targets for specific "win" chances, with the target value used to compare "in progress" and "won" leads.
- A customer service agent can define targets for a specific number of "solved" cases, with "in progress" and "solved" cases measured against the target value.
- A sales department's global objective serves as the parent object for each salesperson's unique objectives. You can use the "accumulation" of a parent's children's objectives to calculate their own objectives.
- Targets for different types of activity recordings, such as follow-up phone calls or scheduled visits, are compared with actions taken.
- Objectives for customer interactions (e.g., online chat, phone call or face-to-face meeting).
New ways to boost customer engagement and sales with Dynamics 365
The aim is to create demand for your goods and services, and cultivate unique bonds with customers throughout the entire customer journey, right through to the conclusion of the sale.
There are four crucial actions you need to take to successfully develop a long-term demand generation program to engage customers, encourage conversion and constantly improve your strategy:
- Marketing and sales teams can work together to create a well-defined marketing strategy, but they must also work together to implement it. The sales team receives leads from marketing strategies. So both departments need to work together to define and track targets.
- Once you've segmented your audience, you need to ensure that marketing efforts align with sales initiatives. As soon as you identify a potential prospect for your sales team, you need to make sure that marketing has followed up with relevant content and offers.
- When you're clear on your target audience, you're ready to start nurturing leads and coordinating the customer journey. You'll leverage your marketing methods and data-driven initiatives to generate demand, deliver personalized experiences, qualify prospects, cultivate relationships and onboard new customers.
- Marketing is a process, not an event. And as a marketer, it's important to remember that marketing isn't just about one-off events like launches or product launches. It's about creating demand for your products and services and nurturing relationships with your customers over time.
Dynamics 365 Customer Engagement can help you inspire, connect and collaborate
Dynamics 365 Customer Engagement is a suite of customer engagement applications based on Microsoft Dynamics 365, an enterprise resource planning (ERP) software based on cloud. The suite includes Dynamics 365 Sales, Dynamics 365 Customer Service and Dynamics 365 Field Service.
Dynamics 365 Customer Engagement applications enable you to capture information from your customer interactions in real time, and provide a comprehensive view of your customers' buying behavior so you can proactively improve the customer experience.
Dynamics 365 and Teams offer companies powerful new ways to connect with their people. In addition, we have unveiled a brand new collaboration tool that combines the best features of Microsoft Teams and Dynamics 365.
Dynamics 365 and Teams offer effective new ways for everyone in a company to share and capture ideas while working efficiently. Microsoft has unveiled a brand new collaboration tool that combines the best features of Teams and Dynamics 365.
Connecting sales and marketing for customer engagement
You can use the same data model and transaction processing platform in Microsoft Dynamics 365 as in other Microsoft applications. This means your teams can extend their use of Dynamics 365.
Application extension is one of the strengths of model-driven applications in Dynamics 365. You can run multiple business applications simultaneously on the same location, instance and database. This enables the professionals in your organization to use applications specifically tailored to their needs, while openly exchanging information and procedures with colleagues working on different aspects of the business.
Administrators, customizers and developers need to learn just one platform. Customizations are universal. Since the data expected for all applications is held in a single central repository, there's no need to configure complicated data mappings or database interfaces. Employees from both departments can work together in marketing and sales funnels when they have the same information on customers, prospects and accounts.
You accompany contacts through the research, nurturing, qualification, opportunity and closing phases. Your company can replace multiple single-purpose programs with Dynamics 365, a versatile solution that delivers business value at every stage of customer interaction, from acquisition to retention.
Microsoft Customer Experience Platform helps companies interact with their customers
Microsoft's customer experience platform offers a unified view of customer engagement across channels and devices, enabling you to personalize experiences and deliver contextually relevant content. The solution also enables you to extract information from disparate sets of customer data and deliver proactive notifications, compelling offers and personalized communications.
The Microsoft customer experience platform is designed for companies that want to :
- Obtain real-time information on how their customers interact with them
- Identify key opportunities for customer engagement
- Understand what drives customer satisfaction or dissatisfaction
In today's environment, engaging with customers involves many different aspects, from creating the initial spark of interest, to closing the deal and maintaining the bond, to providing first-rate ongoing care and support. Today, interactions with customers are dispersed and these encounters are disjointed. What's more, our expectations as customers have risen sharply.
When we've worked with large corporate customers from all over the world, their marketers have repeatedly stressed the need for information from many different data sources to meet today's customer expectations and offer privacy- and consent-friendly personalization, which is a challenge for them, as their customer data is often locked in silos.
Lambert Consulting is here to help companies create a compelling customer experience
Customer service is essential to the success of any business. However, many companies need help to meet the growing needs of their consumers due to the importance of digital transformation and ERP. Microsoft Dynamics 365 for Customer Service can help you improve your customer service experience in a number of ways.
Microsoft Dynamics 365 brings all your customer information together in one place, enabling you to manage customers more successfully, streamline procedures and automate operations across the enterprise. This powerful new application will completely transform the way you deliver first-class customer service by giving you access to comprehensive customer data across multiple channels, including e-mail, telephone or face-to-face interactions. This new software also enables collaboration between various organizational departments and companies with joint ventures on projects.
You can use Dynamics 365 for Customer Service and automated workflows to reduce paperwork and increase productivity. At the same time, you can use powerful analysis tools such as Power BI or Microsoft Flow to ensure that your contacts are managed appropriately.
Dynamics 365 consulting services
Discover unparalleled business transformation with our Dynamics 365 consulting services. Expert advice, tailored solutions and innovative strategies to improve your operations and drive growth.
