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The cloud-based business application deliversa comprehensive solution that provides businesses with sales and customer care capabilities, which are seamlessly integrated with leading productivity applications such as Office 365, Yammer, Lync, Skype, SharePoint and Power BI.
The online CRM facility has made a comprehensive set of marketing, customer care and social listening capabilities that will help local Microsoft Dynamics CRM customers to match their customers to the right products and services, engaging with them in the right way, at the right time, helping to nurture relationships.
This would open doors for our local marketers to be smarter in terms of effective planning, driving more effective campaigns and generating new opportunities while helping them to understand the full impact of their marketing investment.
Microsoft Social Listening is designed to help all sales/service and marketing professionals in an organisation to have deeper insights, and more effectively engage with customers across social channels. This new service adds the capabilities for people to analyse and act on market intelligence from social conversations, including measuring sentiment across a wide array of social channels. It also allows users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social Web.
Breaking from industry norms, Microsoft believes that social capabilities are core to customer relationship management, so they should not be limited to an elite few at high costs. Enabling every employee within an organisation, Microsoft Social Listening will be offered as part of the Microsoft Dynamics CRM Online professional licenses at no additional charge; on-premises customers can get Microsoft Social Listening for an incremental cost. In addition, Microsoft Social Listening has expanded to include monitoring news – making the latest breaking news and relevant stories easily accessible for all.
To break down the silos between sales and marketing, Microsoft Dynamics Marketing introduces the new Sales Collaboration Panel, which allows sellers to provide input into campaigns and targeting. It also gives marketers the ability to streamline campaign creation and improve segmentation with graphical email editing, A/B testing, integrated offers and approval workflows. Marketers can more effectively collaborate with the click-to-call feature in Lync and easily schedule and execute webinars as part of their marketing initiatives.
In addition to providing salespeople with the ability to more effectively collaborate with marketing, Microsoft Dynamics CRM provides the ability to recommend products to up-sell and cross-sell across product families, improving their selling effectiveness. It enhances the Guided Sales Processes to help steer sellers towards desired outcomes and ensure the enforcement of business rules across all devices. New mobile sales capabilities across mobile platforms increase productivity with flexible Role Tailored dashboards and analytics, as well as personalised home pages
With the fast evolving business landscape of today, everyone is connected, anywhere any time, which means that people are more informed and empowered now than ever before. Given this scenario Microsoft’s CRM market too is undergoing a shift from internal process efficiency to delivering proactive insights and differentiated external customer interactions.
“With the online facility now available to Sri Lanka everything will change for businesses! It impacts marketers, sellers and customer service agents. In this age of the customer, companies must put them at the forefront and deliver amazing experiences to them and Microsoft CRM provides them the opportunity to do so. New updates will revolutionise the way sellers and marketers unite and collaborate, placing them in a better position to understand the impact of their campaigns on customers; and helping them to have a more personalised approach,” said Poojitha Rajapaksa, Public Sector Lead for Microsoft Sri Lanka.
“With the new online facility, local salespeople would have the visibility to impact campaigns while targeting with exceptional insight into marketing calendars. The updates also enable marketers to more effectively plan and execute marketing campaigns and track their impact, while strengthening synergies with the sales process” he said.
Adrian Johnston, Vice President, Dynamics, Microsoft Asia Pacific, says that Dynamics CRM is designed to facilitate the kind of collaboration that businesses need to thrive and grow, bridging the gap between marketing, sales and service to deliver end-to-end experiences that would benefit customers.
“In addition to enjoying the benefits of these new capabilities across sales and service, customers can be comfortable doing business with Microsoft when it comes to their data,” added the Public Sector Lead for Microsoft Sri Lanka. “We focused our development efforts on understanding what businesses need to better engage with their customers and to have the agility and mobility to meet their needs anywhere, on any device.”
Microsoft believes that an organisation’s ability to support, engage and respond to the needs of customers is an increasingly strategic part of any business and Microsoft Dynamics CRM Online will help local organisations to effectively handle interactions according to their preference.
