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How CRM helps sales and marketing sing from the same hymn sheet

Successful CRM will give you an all round, or 360 degree view, of your customers.  For this to be achieved, all customer or client facing users (within an area) need to be working from the same source of information, so that the one source of information is seen as the source of truth.   After all, CRM is essentially processes that help the people, who are helping your customers, know what they need to know, when they need to know it, to get on better with your clients throughout the association between you.

If this is to be achieved, a number of things have to happen:

  • All client-facing users, within an area, use the same system
  • Users understand how to get to the information they need quickly and easily
  • Users have an overall picture of the flow of information through the system
  • Users must grasp their role in maintaining information - it is an (extended) team effort not just for them
  • Users at all levels must trust that their colleagues maintain their information, so CRM is seen as a 'source of truth'.

For an organisation who has not achieved this - and the achievers are the rarity - this probably sounds utopian.  However, it is possible.

The key to successful CRM is to set this as your endpoint and to work towards it, step by step.  As Steven Covey said "begin with the end in mind" or if you prefer, a famous chinese proverb said "a journey of a thousand miles starts with a single step".

CRM is very often seen as a purely sales tool.  Without doubt, CRM does help sales.  However, a true CRM will support sales, service and marketing, and will enable each part of your organisation to leverage the intelligence of the other two, when it is appropriate.  To understand some of your options for marketing if you are using Microsoft Dynamics CRM, or Microsoft Dynamics 365 please click on the image to the right.  marketing

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Ways to Contact Opsis

Phone: +61(2) 8212 3480

Email: opsisinfo (at) opsis.com.au

Skype: opsiscrm

Postal address: GPO Box 2479, Sydney, NSW 2001

Office Address: Suite 1a,
993 Pacific Highway,

Pymble, NSW 2073

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Opsis is an expert Microsoft Dynamics 365 CRM consulting company. We are not an IT company, nor a management consultancy, although we often work with both of these.  Our focus is wholly CRM success, with Microsoft Dynamics 365.  We are based in Sydney, NSW, with clients in Sydney, Canberra, Melbourne, Brisbane and across Australia.  Our range of Microsoft Dynamics 365 services include CRM strategy, CRM scoping, Dynamics 365 implementation, technical  support and Dynamics 365 training.