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microsoft-crm.info is a site for Microsoft CRM users of all types to learn and share information. While there is a tremendous amount of information on the web for Microsoft CRM developers. Hoerver, outside of sales and marketing material, there isn't that much for Microsoft CRM users. This site was made to fill that gap and provide information regarding Microsoft CRM for the business decision maker and users.
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[edit] Microsoft CRM
Customer Relationship Management is a strategy for businesses to solidify customer loyalty and increase customer acquisition, in practice this is a customer centric strategy. Microsoft Customer Relationship Management (CRM) is a tool that enables your organizaion to be customer centric. Being customer centric gives your customers a consistant experince with your organization and gives your organization an advantage over your competitors. CRM does this by giving your organization the ability have available customer information across the organziation, enabling all your representives to be proactive and reactive to customer needs and demands.
In the past sales and maketing concentrated on product lines and services, operations concentrated increasing profits, and cost reduction. While these remain relative, these efforts do not take the customer's needs into consideration.
CRM helps your organization understand and react to each of your customer's needs, giving you the ability to maintain a higher level of customer retention. CRM gives you the tools to learn and understand your customers and therefore increasing customer loyalty. Given the cost of customer aquistion, this is a very important cost to control. Addtionally, CRM can help you iddentify those customers who's needs are producing diminishing returns for your organization.
[edit] The Customer
In business that is what it is all about: the customer. Without the customer organizations couldn't survive. And, that is not just true for for-profit organizations, nonprofit organizations have "customers" too. Consider donors and the people for which nonprofit provides services.
As an organization, it is important to not only be reactive to your customer's needs but also be proactive. Forseeing your customer's needs enables you to position your products and services with your customers makes your organization customer centric.
Being customer centric means centering and focusing on the the customer's needs and in doing so produces products and services that are compelling to the customer and offers the customer:
- convenience
- satisfaction
- value
The key concept here is that by implementing a CRM solution that enables your organization to achieve customer centricity and therefore creates a value proposition for the customer that they would preferably invest their resources to your organization as opposed to your business rivals.
Once your organization has achieved customer centricity it is then possible to identify new opportunities in your customer's organizations for additional sales, "up selling".
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