Choosing CRM Solutions for Customer-Centric Service

If you are in the market for a CRM solution, contemplate your customers' needs along with your own

CIO explained how there has been a major shift outward for the IT departments at many companies. Instead of just operating in service of keeping internal operations running, decision-makers and employees must use data processes to make a customer's experience with a company easier and more enjoyable. Optimal service is a competitive advantage, as important as low prices or quality products to modern consumers, and all businesses need to make sure new solutions can provide the edge they need.

Companies must plan for a variety of factors when selecting a CRM consultant and product, including current systems, business needs and employee skills, but customer preferences should be an important point on this list. To approach decisions from a consumer point of view, managers should ask questions that put themselves in a customer's shoes.

Who will customers contact?

Business 2 Community said CRM implementation could provide benefits for marketing, product management, sales, support, and other business departments. Basically, anyone in an organization who will directly interact with a customer, needs access to a centralized data solution so they all communicate while referencing a consistent source of information.

Integration of departments is important because customers hate to repeat themselves. Data records available to all relevant users prevent redundancies or missing out on insights from interactions. Consumer relationships should always grow, instead of backpedaling.

CRM implementation teams should be made of representatives from every department. Any user who will speak with customers - or interact in other ways - should voice their desires for a new data solution.

What data is necessary?

When speaking with employees, implementation teams should learn what type of data is necessary to improve service and make daily tasks easier. Do employees need insight into how long sales conversions take, reactions to marketing materials or common customer questions? Knowing what was successful in the past can help companies plan consumer service in the future, while holes in procedures must be plugged.

Implementation leaders should also consider what information customers want to see. Before they reach out to businesses, customers will usually check a brand's online materials for common answers, according to customer service expert, 1 on 1 Media. Modern customers like to do their research before they make a purchase or begin a partnership. Having the information they need readily available helps them decide on a company tuned into their personal expectations.

How do customers communicate?

The phone isn't dead, but it has a lot of company when it comes to customer support channels. Businesses need to be ready to communicate with consumers through phone conversations, emails, text messages and social media channels. Customer Think said modern companies especially need solutions to respond to customers using smartphones and social channels for service.

Utilizing a solution like Microsoft Dynamics CRM with social media capabilities allows a company to monitor the channels that consumers prefer for speedy resolutions. Not only does the business gain insight by watching for public mentions or online reviews, but they can provide quicker support and answers to customers who voice issues in front of Internet audiences. Performing service in full view of a digital crowd can create earned content or other forms of transparent marketing.

What apps does the business use?

Shoppers now buy items with electronic wallets and post online reviews while walking around a store. Businesses must acquire a multitude of tools and software solutions to respond to consumer technology. When planning a CRM integration, businesses must recognize which digital tools and systems the solution will have to work with.
Implementation teams should try to find a CRM partner that has products or works with third party solutions to help facilitate specific business functions. Every strategy adopted into an infrastructure should work with current operations to provide the best service possible for customers.

IIf you are considering implementing CRM in your business, it's a great time to consider Microsoft Dynamics CRM 2015.  Keep in mind, adding a new CRM system and undergoing a CRM implementation isn't a quick process, but it's certainly worth the time invested. Businesses that can encourage best practices and avoid common pain points in the process will be more able to take advantage of CRM and start realizing their return on investment as soon as possible.

To learn more about our solutions and services, please visit www.tmgroupinc.com or contact us at 888-482-2864. Now is a great time to contact The TM Group to accomplish your CRM and ERP goals. We have been providing superior business technology solutions since 1984. Our TM Group consultants vast expertise can architect the ideal system within your budget and timeline.

By The TM Group, a Michigan-based ERP system partner with NetSuite, Microsoft Dynamics GP, Dynamics SL, Dynamics NAV and Microsoft Dynamics CRM Partner