Microsoft Dynamics® CRM Training

Ten Examples of How CRM Can Help a Business

Video Details
This video explains ten examples of how a good CRM can help a business. Each example is listed and then discussed and demonstrated with a walkthrough. The video is less than 14 minutes long.
Video Summary

10 Examples of How CRM helps a Business

Example One: With a good CRM, your information is in one central location

This has a great deal of benefit when users in your organization are looking for important information about your customers and prospects. I think we can all agree that organizations these days are very busy. A person may get dozens and dozens of emails each day from different contacts, and these emails will pile up without any reference or sense of organization. How much time have you spent looking through your inbox for important pieces of communication? With a good CRM, emails land in the system where they belong. Anyone in the company who needs to see those emails, will find them under the appropriate Contact, Company, or any other appropriate record.

E-mail is only one example. Other types of Activities, such as appointments and phone calls also apply. The idea is to have important information pertaining to a record on one single screen, including related records. If we need to know more, we can always click on that related data to learn more.

Example Two: Business Processes Identified

By business processes we mean any kind of structured process to achieve a result that you wish to track in CRM. If you look at the default sales process flow on a lead or opportunity record, you'll see that it is a series of steps and stages. These steps and stages are entirely configurable and what you see on the screen it is merely Microsoft's idea of a generic sales process. Think of it as an example. But I think you can see the benefit of having defined steps and stages for your staff to follow, as well as providing immediate insight as to what has transpired in any given process, or precisely what stage the process is in.

Example Three: Automation of Activities

Activities, such as appointments and phone calls, as well as emails can all be automated. For phone calls, you can use the Quick Campaign in Dynamics CRM to set up multiple phone calls for the future. Another example is the system can be configured to create appointments automatically based on the stage of the process. Finally, an email template can be automatically sent when the data in CRM is created or changed. For instance, upon the creation of a lead in CRM, an email can be automatically sent welcoming the prospect.

Example Four: Mobile Access to Information

With the advent of smart phones and tablets, the work force is truly mobilized. Access to information from these devices has become critical for most organizations. CRM helps businesses by providing access to centralized information from wherever the user resides. A good CRM will have a native client for whatever mobile device is chosen. The information must conform to the constraints of the mobile device. The fact is that the modern workforce demands information now, no matter where they are operating, and Dynamics CRM can do just that.

Example Five: Improved and Structured Communications

With email templates and automated communication as described above, important communications can be structured so that your message to your prospects and your customers is coherent, and consistent. Furthermore, when your staff has access to prior communications, everyone who speaks or interacts with the customer or prospect is on the same page.

Example Six: Improved Sales Reporting

A good CRM should be able to provide useful information from the data it stores. Sales forecasting and reporting should be simple to setup and easy to understand. With a CRM that stores all of your sales information, reporting becomes a matter of a few clicks to provide the information that is required in a variety of formats. Dashboards, reports, and spreadsheets should be easily accessible and easy to distribute.

Example Seven: Employee Visibility

A centrally located at CRM provides the executive staff with increased employee visibility when activities are tracked in CRM. Depending on the level of tracking required reports can be created to show a wide variety of information regarding the activities and employees.

Example Eight: Increased Efficiency for Activities

With such features as dashboards, as well as integration with tools like Microsoft Outlook, CRM can provide more efficiency regarding the activities that are performed on a daily basis. Additionally information about those activities, specifically regarding what those activities are in reference to, can be displayed along with the dates and times of those scheduled activities whether they are appointments, phone calls, tasks, or even a custom activities that you create for your business. When people understand the context of the things they do, efficiency is realized throughout the organization.

Example Nine: Data Security and Retention

We all know firsthand, or know someone who has lost data. When your important data does not reside on your personal computer, you vastly reduce the risk of loss. A good CRM will store its data either in what is known as the "cloud", or on a backed up and protected server.

Example Ten: Overall Better Customer Service

For service organizations keeping track of busy service schedules can be tricky. Therefore, scheduling multiple activities at once can be a tremendous benefit. CRM provides all of these features. Many service organizations take advantage of automated process ease, such as the automatic creation of cases as the result of an inbound email. This, if aligned with automatic responses are the first steps your company can take for better customer service using something like CRM.

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