Expertise Beyond the Numbers

Optimizing Your CRM to Gain True Customer Insights [Podcast]

In the following podcast interview, Dan Blake, a Principal with SC&H Group’s Microsoft Dynamics Consulting Services practice, provides insights into how organizations can gain a 360-degree view of their customers.

Do you provide customers with a seamless experience?

Before you answer, consider whether all of your business areas—from finance and sales to customer service, inventory, and order status—have the information they need at their fingertips. If not, chances are your customer experience is falling short.

You’re not alone. According to a recent NewVoiceMedia report, an estimated $41 billion is lost by U.S. companies each year following a poor customer experience.

To enjoy the competitive advantage of a seamless customer experience, companies have long strived to gain a 360-degree view of their customers, most commonly through the implementation of a CRM system.

However, a CRM is not an out-of-the box solution. For it to deliver the information needed to connect with and sell to customers, the system needs to be carefully designed, implemented, and integrated with back-office systems.

To do this, many companies are working with CRM specialists to identify what information they need and where it is located. Then, based on the findings, the specialists are customizing a CRM that brings information together, allowing the company to deliver a great customer experience and strengthen its bottom line.

To discuss how the Microsoft Dynamics team can help you gain a 360-degree view of your customers, contact Dan here.

Also, join us on Tuesday, April 26th for a webinar on “Monetizing the 360-Degree Customer View – Fact or Fantasy?” and learn how to deliver data-driven customer insights.