If small and medium-sized businesses (SMB) are the lifeblood of the U.S. economy, customers serve as SMBs’ sustenance: without them, survival is virtually impossible.
The sales process these days is about so much more than dollars and cents. It’s also about providing comprehensive customer support, engrossing customer engagements and a high-quality experience that encourages people to “come again,” whether online or in-store. E-commerce has fundamentally altered the ease with which people can shop from anywhere, whether at home, doing errands or at work. Customer relationship management software provides business owners like you with the capability to learn more about what your customers want most so you can guarantee their complete satisfaction.
CRM software bundles, like Microsoft Dynamics 365 Customer Engagement, is a comprehensive means to that all-important end.
Given the significance of customer relationship management – evidenced by the nearly 3 in 4 customer experience leaders who expect their budgets to increase, according to polling conducted by Gartner – it’s little wonder that there are several CRM applications to select from, including Netsuite, Hubspot, Oracle and Salesforce. Salesforce is especially popular, having been on the market for several years and boasting a wide assortment of cloud-hosted modules, such as Einstein, Field Service Lightning and Commerce Cloud Digital.
However, Microsoft Dynamics 365 Customer Enagement is everything that the Salesforce platform is – only better because it also has a mature ERP solution for SMB organizations, Microsoft Dynamics Business Central.
Why choose Microsoft Dynamics 365 CRM?
In some ways, Microsoft Dynamics 365 Customer Engagement and Salesforce are quite similar. For instance, both offer multichannel support, so you and your customers can connect to one another regardless of the device you use or your internet connection. Similarly, they’re also bundled according to the CRM that is specific to your departments; like sales, customer service, marketing and finance, among others.
Where Microsoft Dynamics CRM has an edge on the competition is in the level of understanding SMBs can glean from customers they aim to reach. A classic example is Microsoft Social Engagement. Websites like LinkedIn, Facebook and Twitter have taken the online world by storm in the 21st century, routinely among the most trafficked websites by users year after year. This app, which comes at no additional charge with certain bundles (i.e. Sales and Customer Service) offers business owners with insights into the social media behaviors and “likes” of target audiences, which can be used to inform sales and marketing business processes.
Another advantage Microsoft Dynamics CRM has over Salesforce is integration. While both offer seamless compatibility with certain apps or software, the integrations with Microsoft Dynamics 365 are more comprehensive. These of course, include other Microsoft products – such as Office, Power BI and Outlook – as well as native integration with LinkedIn. Integration with LinkedIn has the added benefit of providing SMBs with opportunities to connect with customers, thereby benefiting name recognition, branding and overall customer relationship management.
User interface is an additional advantage for Microsoft Dynamics 365. Much like beauty, ease of usage is largely in the eye of the beholder. People tend to find platforms intuitive based on what they are accustomed to. While Salesforce has Microsoft’s CRM application beat in terms of when it became available for purchase – Dynamics 365 Customer Engagement was released in late 2016 – Microsoft as a company has been around for a lot longer. Also, if you’re familiar with using virtually any other Microsoft products (e.g. Excel, Power BI, Office, Internet Explorer), the learning curve is minimal.
What kinds of companies use Microsoft Dynamics 365 Customer CRM?
Perhaps a better question is what types of businesses don’t use Microsoft’s CRM solution. Many industries, such as commercial airlines, telecommunication companies, grocers, restaurateurs, supply chain management professionals, finance, hotels and hospitality organizations and many more deal with the public on a minute-by-minute basis and depend on customer engagement to stimulate sales and grow. Additionally, although CRM applications are especially effective in enhancing employee productivity and overall performance, even business-to-business companies stand to benefit from Microsoft Dynamics CRM.
How can you know for sure Microsoft Dynamics 365 Customer Engagement is the right choice?
Everyone has their own opinion on what CRM solution is truly the best. What really matters, is if it works for you. If you’ve purchased it and have experienced improved sales, more actionable customer feedback and enhanced overall productivity, what more can you ask for?
At The TM Group, we have the knowledge, experience and capabilities that you can rely on for guiding you toward the CRM solution that helps you achieve your goals. We’re driven by your 100% satisfaction. It’s our bottom line.