Microsoft Dynamics CRM 2016 Release Guide.pdf

Introduction - What is CRM?

Customer Relationship Management (CRM) is a customer-centric philosophy that should permeate a whole organisation.  Creating a customer-focused strategy is essential before embarking on a plan to invest in any CRM system. CRM software is a means to facilitate the implementation of such a strategy.
The right CRM solution can help companies improve marketing, sales, and service engagement, driving efficiency and improving customer experience - increasingly important for companies to win and retain customers.

Microsoft Dynamics CRM - Intelligent Customer Engagement

Microsoft Dynamics CRM helps you make every customer engagement an intelligent one, so you can market smarter, sell effectively, and deliver amazing customer experiences anywhere.
Dynamics CRM helps companies by building long-term customer relationships that are:
·         Personalised creating end-to-end, outcome-focused journeys that engage at the right time and place
·         Proactive by determining the next best interaction with your customer based on context
·         Made predictive by using analytics—internal and external data to identify patterns and predict outcomes
Delivered in the cloud, on-premise, or as a hybrid combination, Dynamics CRM can help your organisation to:
·         Reduce costs
·         Increase profitability
·         Automate business processes that nurture customer relationships and satisfaction
·         Drive satisfaction, loyalty and engagement with your customers
·         Deliver return on investment (ROI)
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