Learn how to gain and retain customers and build deeper, longer-lasting relationships with your customers.
If you're a business, you have people you have to serve. If you're in retail, you have customers that might be individuals or businesses. The public sector industry might serve patients or residents. But what this all boils down to is that all organisations deal with people and must provide a great service. It seems obvious that people want to be treated as individuals with their own wants and needs and expectations, but many feel they are treated as just a number.
A recent survey found that 86% of customers stopped doing business because of a bad customer service experience. On the flip side of that, 78% of online customers recommended a company to a friend after a great customer service experience. So how can you provide the best experience possible, to increase your chances of gaining and retaining customers?
A customer engagement tool is a huge game-changer for many organisations when they adopt it alongside their customer relationship management (CRM) software. CRM software holds customer data in an easy-to-understand format. It provides a full 360 view of every single person or company to have interacted with your customer – their details, preferences, history with your company, communication, and much more. The more relevant information that’s in CRM, the better. A good CRM system can (and should!) be customised to the exact needs of your business, with particular fields in CRM formatted to exactly the information you need to better serve the people you serve.
Of course, adopting a CRM system isn’t an entirely selfless exercise – knowing your customers better makes it easier to offer products or services exactly when they need it most with cross- or up-selling. Microsoft describes CRM as “a category of integrated, data-driven software solutions that improve how you interact and do business with your customers. CRM systems help you manage and maintain customer relationships, track sales leads, marketing, and pipeline, and deliver actionable data.”
CRM solutions increase your profitability by streamlining frustrating admin within your sales, marketing, and service divisions – letting you focus on building and maintaining the customer relationships that matter. Without the support of an integrated CRM solution, you may miss growth opportunities and lose revenue because you’re not optimising your operating processes or making the most of your customer relationships. Imagine misplacing customer contact information, only to learn that your delay resulted in losing your client to a competitor. An intelligent CRM solution, tailored to the needs of your business needs, can help you to become more efficient and profitable, to improve customer satisfaction, and to grow.
At Perfect Image, we offer you what we believe is the best Customer Engagement tool out there. We’re a Microsoft Gold Partner who has helped many customers from a range of industries to get started with Microsoft Dynamics 365, a powerful, highly customisable CRM solution. It is made up of productivity-boosting applications that sit on the Dynamics 365 platform, to get exactly what your business wants. Choose a stand-alone application to meet the needs of a specific line of business, or use multiple CRM tools that work together as a powerful integrated solution. It enables you to provide a personalised, proactive service.
What makes Dynamics 365 CRM different is that it uses a “common data platform” which means that your data, from all business systems (Dynamics 365 and beyond) is stored in one centralised, secure location. Your vital business and customer data is up-to-date, cohesive, and everyone works from the same data no matter what system they’re using. You can also seamlessly integrate your new CRM solution with your existing systems, third-party systems, and brand new Microsoft tools, like Power BI for analytics, Office 365 for productivity tools, Power Platform for self-service app creation, or we can build bespoke software to meet any very specific needs you may have.
In the past companies have approached us, completely sure that their needs are too unique and niche to ever be met by Microsoft Dynamics 365, just to be surprised to find out that all they need is some simple customisations to this flexible CRM platform. Perfect Image is on hand for the additional services required for a beneficial CRM adoption that continues to add value long-term. We tailor the solution to your exact needs, in order to boost efficiency and productivity. As end-to-end IT systems and services provider, we can also help you with ongoing maintenance and improvements, connecting new and existing systems to Dynamics 365, training, and much more.