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:
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.|
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