Launch CRM 2013 - Visie CRM partners - Emiel Putman
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Wij geloven er in dat organisaties succesvoller zijn wanneer hun klantrelaties echt persoonlijk zijn. Relaties waarbij je elkaar kent en begrijpt en samen doelen kunt bereiken. Microsoft Dynamics CRM 2013 helpt u deze relaties met klanten, leden, leveranciers en andere contacten op te bouwen en te beheren. Hoe? Onder andere met een geheel nieuwe user interface, applicaties voor tablets en smartphones en de integratie met een aantal social media en marketing tools.
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Launch CRM 2013 - Visie CRM partners - Emiel Putman
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Notas del editor
- 4C model van Steven van BelleghemBrian Solis: The future of businessThe connectedconsumer
- Watermark Consulting, a customer experience consultancy and think tank, did an analysis of the five year performance of the Top 10 Leaders and Top 10 Laggards in the Forrester Customer Experience Index versus the broader S&P 500 Index from 2007 to 2011:The return of the Customer Experience Leaders portfolio was 128% higher than the Laggards, and 27% higher than the S&P 500. Their results strongly suggest that delivering leading customer experience allows these companies to dramatically outperform the market.
- Objective - This evolution has given way to Billions of touch points and people are not afraid to use them – good and especially bad Old marketing tradition told us that our brand was made up of how customers experienced your company or product. This would happen when people came in touch with products, packaging, marketing, sales, etc. Each of these touch points shaped the impression of your brand.Today, touch points have increased exponentially – there are literally Billions and Billions of touch points. And each one matters. Whether you count each search, each banner ad or even web visits… those are just a drop in the bucket. The majority are really made up of every contact, every human and every conversation where anyone can virtually ask everyone anything about you. Or worse yet, can say anything to anyone at any time about you. And as if it couldn’t get any worse, it can be viewed by anyone in perpetuity. That’s right, indelible digital ink.All touch points are not created equal. You will have to create processes to listen, personalize and deliver the best customers experiences Segue - and it gets worse before it gets better. Buyers know more than ever. And they get smarter every day.
- To deliver Amazing Customer Experiences, one must accept the principle that meeting the needs of customers is a universal truth for running and operating a successful business. With this principle in mind, we have built CRM 2013 to help you in the following manner:People should enjoy usin their apps, not just be forced to use decade old tools. That’s why we took a People First approach to make apps that people would love to use. And we’ve already established that we need to be connected – inside and out. Too collaborate and go beyond just team selling. Requires people to be pervasively connected.To make this work you have to enable people to work the way they want to work and to make their work personal to them.So let’s explore these and make them real.
- What do we mean by clarifying design? It is common knowledge that the number one problem with CRM projects is that the system itself never gets adopted. That’s why our user experience experts have created a simple and immersive layout where all the information you need is on one screen. Embedded Yammer and powerful file sharing capabilities enable you to collaborate with your team in the context of the work at hand.No more flipping between applications and getting distracted, now you can break down the barriers that get in the way of working with customers. Now you can easily see everything you need to know about your customer and their interactions with you and your team.
- And I don’t have to tell you the importance of being pervasively connected. Communicating via social networks is second nature to us in our personal lives, and so it should be at work. By giving you social tools in context of what you are doing, you can reach out to your powerful network of subject matter experts finding the resources you need, using polls to gain consensus and giving kudos when earned.Completely configurable process guidance takes the “guess” out of “work”,driving each individual and your entire organization toward consistent communications that lead to success. What is a business process? It’s step-by-step assistance telling you what you need to do to get the outcome you desire. It’s a roadmap – where you are now and where you need to go to reach your ultimate goal. And it helps reduce the demands of on-boarding, pulling new hires from the sidelines, onto the field of play.Benefits to establishing processes include, but are not limited to, increasing win rates, decreasing resolution rates, promoting consistent engagement and aligning your people toward a goal—so you can focus on what is most important—your customer.And we’ve taken our beautiful new user experience to the tablet. With your CRM license, you now get these exciting new mobile capabilities that keep you connected to your data, your team members, and most importantly your customers, no matter where you are.
- In the Age of the customer, one size does not fit all. You need to give customers a personalized experience.Microsoft Dynamics CRM helps you do that by taking your account and contact information from static to dynamic by providing relevant insights through real-time account data, news, social activity and connection information at your fingertips.Say good bye to cold calling. By giving you the tools to engage in social conversations within the context of your business, you can easily find the experts you need to collaborate with on deals, and the personal connections you need to generate referrals and introductions.But you must bring all of you teams together in order to deliver on this vision.
- Let’s conclude by looking at why Microsoft is the right choice for your business…