The CRM Minute: Why CRM? You're Losing Customers [VIDEO]
Welcome back, readers, to our Why CRM video blog series! We recently launched a new website aimed at answering basic questions around customer relationship management (CRM) software called “Why CRM.” The concept behind Why CRM is simple. We believe that CRM offers solutions for countless common business problems, but more often than not, people start shopping for CRM without actually knowing why. They tend to look at features and functions without really understanding what they need.
PowerObjects has taken a different approach. We brought it back to basics and are getting down to the root reason people start looking at CRM. In this video blog series, we answer that ultimate question: why should you choose CRM. In the series, we’ll cover three of the most common reasons people start considering CRM, such as losing key customers, making uninformed decisions that hurt business, or growing too rapidly and not being able to control the chaos. So let’s dive in and get started with Part 3!
Losing Customers: Terrible customer service strikes again
We’ve all been there. One bad experience with customer service and just like that, you drop a company you’ve loved for years all because they failed you when it came to addressing your concerns, needs, or requests. Each customer is unique, and they should be treated as such.
Even one minor interaction that leaves a customer with a bad taste in their mouth can hurt your business. Leveraging the power of CRM not only allows you to have meaningful, targeted, responsive interactions with your customers, but it also means that your customers enjoy working with you and will most likely frequent your business or services again.
Make sure you check back next week, when we tackle our final topic, bad data leading to bad business decisions, and in the meantime, check out the Why CRM website for yourself! Read case studies, download the eBook, and chat with a PowerObjects CRM guru, all from one awesome site!
Hi, my name is Jim and I work at PowerObjects. Welcome back to our video series on why people put in CRM systems. Today, we're talking about the tough problem of losing customers. There's nothing worse than sitting around a leadership team table and asking, why did we lose that customer? People shrug their shoulders because they don't know. CRM can assist you in helping you keep those customers inside your organization, and here are five ways that it can help. Read More
First is that customer history. How did the person even become a customer in the first place? You have to be able to go back and look at that, lead the customer, and look at what brought that person in the door initially, because you want to not only repeat that, but it also gives you good insight into why they're there.
You need to be able to track customer preferences somewhere so that anybody in the organization can view them. It doesn't do you any good just to have that knowledge in a salesperson's head, the customer service team needs to know that, the operations team needs to know that, so if we put this in a system of record, everybody can see those preferences in one place.
Customer communications, you have to have one place that everybody in the organization stores their important customer communication so that anybody else can have access to that so that you can go back and look at that at any time.
Customer opinions, we use CRM to survey our customers so that we can bring those opinions back in so that we know even more about our customers.
The fifth way that CRM can assist is by helping you create customer support processes that will really drive engagement with your customers and do case management and do customer support management inside your CRM system, and keep those customers coming back.
Check out the Why CRM site. We've got a bunch more interactive videos. We've put together an e-book on this topic, and we've got some customer success stories about how people have used this to maintain customers.
Next week's blog, we're going to talk about bad data and how that drives bad decisions.
Scoring Surveys Based on Answers with Voice of the Customer
In today's blog, we are going to show you how to use the scoring functionality within the Voice of the Customer module. As part of this blog we will create a simple Customer Satisfaction Survey and assign different score values per answer. In order to perform the below steps, make sure you have VOC installed as a solution on your instance.
Step 1 – Create a Survey 1. Navigate to the Voice of the Customer Module and click on Survey 2. Create a NEW survey and fill the necessary fields
Note: At this point scroll down to the Invitations and Actions tab and make sure the Calculate Score field is set to YES
Step 2 – Add Questions 1. Change Forms and navigate to the Survey Designer form
Let's presume that we want to have two questions in our survey; one Single Response and another Single Response Option set type. After inserting your question in the form and providing values for responses as shown in the example below hover over the question and click on the pencil button.
Step 3 – Score Single Response Questions
1. Now that we are within the question record the first thing we must do is to scroll down to the Scoring Section and set up the Score Definition as well as the Max and the Min Values. For this scenario, we will be using User Specified Range.
2. Following the above step, click on the associated view and click on Answers. There you will be able to see all the possible answers for the specific question listed in a view.
3. Click on the answer for which you want to set the score and provide a number value in the Weighted Value field as shown in the example below. Then simply save the record and move to the next answer.
Step 4 – Score Single Response Option Set The same logic as demonstrated above applies on the Single Response Option Set questions. The only difference is that we need address each line of the option set as a separate question and set answer values for each one of the questions.
1. This time instead of navigating to the associated view as before, you will scroll down to the Advanced Tab and navigate to the Question sub-grid as show below. Perform Step 3 for each one of the questions listed in the Sub-grid and publish your survey.
Step 5 – Survey Responses Navigate back to the Survey form and use the Anonymous Link located in the Invitation and Actions section to test your survey. Then navigate to Survey Responses and check the score results of your surveys.
Discover other PowerPack wonders by checking out our blog!
Happy Dynamics 365'ing!
The ‘C’ in CRM Means More Than Just ‘Customer’
Recently, a friend asked me to review a draft of his resume. Since I’m familiar with his work history, I was a little surprised to see that he had included CRM experience. Initially, I assumed it was an example of the “resume padding” I’ve always heard so much about – but I know this guy well, and he doesn’t strike me as the kind to try to bluff his way into a new job. I was troubled, do I not know him as well as I thought or am I the last guy in the world with a completely honest resume?
Well, he had asked for my feedback so I politely inquired whether he had CRM experience that I couldn't remember. He explained that he was responsible for administering a grants management software system at his last job. I happen to be familiar with this grants management tool, and at first blush, it seemed like a real stretch to label it as a 'CRM.' I didn't argue with him but I found myself disappointed.
What should I do?
Sincerely, Mr. Honest Resume
Dear Mr. Honest Resume,
Grants may not be what we first think of when we contemplate customer relationships, but at PowerObjects we believe strongly in the idea that Dynamics is really an XRM solution, where the X is whatever you need it be: customers, grants, healthcare… whatever! When we think in terms of XRM, we can start to see the limitless possibilities of what can truly be achieved with the Dynamics platform.
At our frequent BYOI (Bring Your Own Innovation) brown-bag luncheons, PowerObjects employees get to share innovative solutions we have deployed for customers. At these showcases, I have seen some truly innovative customization of the Dynamics 365 platform. Indeed, we've deployed everything from a patient intake and routing system for a medical organization (that looked nothing like the familiar Dynamics UI) to a check-out "kiosk" system designed for a biotech company that allows scientists to check out lab samples with an automated replenishment order when stock is reduced to a certain threshold. Dynamics is so much more than just a customer relationship management tool!
One of the first phases of our Proven Process Methodology is "Plan for Success." During this phase, we try to forget about the notion of 'CRM' and instead bring a laser focus to the business, processes, and problem at hand. Only after we have a firm understanding of this baseline do we look at Dynamics as a potential solution. See, Dynamics is such a powerful tool with such unlimited potential that, with our hundreds of years of combined expertise at PowerObjects, we can literally bend it, mold it, and shape it any which way to deliver a truly unique and customized solution that not only addresses our clients' current pain points, but is also a flexible system that will easily evolve and expand to meet future changing business needs.
So, there you have it. Your friend is right on – CRM can certainly be used for things other than "customers."
Check out our blog to keep expanding your CRM knowledge!
Happy Dynamics 365'ing!
Customer Field Types in Microsoft Dynamics 365
Out of the box entities in Dynamics 365 have always had an advantage over custom record types due, in part, to the very cool features provided by the "Customer" field type. This allows either a Contact OR an Account record to be linked to a record via a look up field which provides an activity roll-up. For example, a typical structure has an Account at the top of the hierarchy and the Contact is linked to the Account using the Customer field type - in this case called "Account Name." Let's look at this closer in today's blog!
Opportunities, Invoices, Orders, and Cases (among others) all have the "Customer" field type included out of the box, ensuring that if we add the Contact to that field and have the Account linked as above, any task linked to one of these record types using the "Regarding" field will be visible from the Contact AND Account.
See below for Tasks linked to a case but rolling up to the Account level using the "Customer" type field:
All that is great but what if you need this functionality for a new record type? Maybe you want to create a custom Invoice or Quote record? In the past, we'd be unable to get an activity roll-up view but no more! In Dynamics 365 we can now add this field type to any custom record. Now if we have tasks around a custom invoice record, these will roll-up to the Account for the sales person or case manager to review without additional clicks.
Note we've added a Customer type to our list on new field creation. Now we can add this to our custom records and as an activity linked to the records that are visible along the hierarchy!
And there you have it. "Customer" field types in Dynamics 365! To learn about the NEW updates coming to Dynamics 365 in the July 2017 Update, be sure to tune into our webinar series – now through August 22! Register here.
Happy Dynamics 365'ing!
Three Ways Your Service Agents Can Act as Service Ambassadors to Improve Customer Experience
Great customer service starts with your front-line employees. They make the first impression, provide the first touch, and act as the face of your organization. Being able to provide high performance service is key to customer retention. Customers today have placed superior service as a priority in their decision making of whether to stay with a company or leave. It's imperative to find a way to differentiate your service from the crowd. What kind of impression is your organization making through your front-line service agents? How can you empower these agents to support customer success and build relationships?
Whether your agents are in the field or in the contact center, they have the opportunity to go beyond providing basic service. Agents can use interactions as an opportunity to understand customer pain points, gather feedback, identify areas of value delivery, communicate the importance of the service relationship, and advise customers on additional service that can generate value and support success. At PowerObjects, we have found that successful businesses are providing this type of customer-centric service to meet their customers' evolving expectations. Their service agents are moving beyond simple issue resolution and acting as Service Ambassadors.
Here are three ways you can promote service ambassadorship in your organization:
1.)Emphasize providing value-add service, not sales
Customer service interactions are a great way to promote cross-sell and upsell opportunities, however it's important to make sure your service agents are framed as ambassadors and not sales representatives when interacting with customers. By providing your agents with the right information at the right time, they will be able to make recommendations to customers based on key information like account or purchase history or even predictive analytics. Value-add service opens the door to creating deeper relationships with your customers.
2.)Empower agents with access to key customer insights
In order for agents to take the next step to become ambassadors, they need more than just the knowledge to solve issues. They need to be able to understand their customers' issue, profile, and history. In terms of cross-sell and upsell capabilities, 73% of consumers prefer to do business with brands that use personal information to make their shopping experiences more relevant. By providing agents, field service technicians, or project managers with an omni-channel platform that delivers a 360-degree view of the customer, they will have the background information needed to provide personalized experiences.
3.)Make the most of your customer's time
Service agents and technicians want to focus their time and effort on providing great service and developing customer relationships. So how do you make sure your ambassadors are maximizing the time they have with customers? Reduce the amount of busy work, redundant data entry, and repetitive tasks required. By providing integrated technology solutions for your service, you can optimize processes, streamline tasks, and eliminate your agents' need to repeat questions or spend time looking up information across disconnected databases. By making service experience a priority and empowering your ambassadors with the right tools, you can improve worker engagement and in turn, you will see a reduction in turnover and Opex, and an increase in customer retention.
Stay tuned next week for our next installment on Service Ambassadors when we share a special guest blog post by The Service Council.
Solution Spotlight: Planes, Trains, and .... Aerial Lift Trucks?! PowerSuccess Helps ETI Track Rentals with Dynamics 365 [VIDEO]
This edition of the Solution Spotlight features PowerSuccess customer, ETI. Dustin, ETI's PowerSuccess Engineer, discusses how he helped ETI track their equipment in CRM, so they could see what customers have rented equipment form them, what they charge them for that rental, and the duration of the rental. See how he helped them find a solution here:
ETI is a company made up of 300 manufacturing, engineering, and service professionals who manufacture aerial lift trucks for a variety of industries. The solution that PowerSuccess Engineer Dustin created in Dynamics 365, will allow ETI to know which pieces of equipment they have rented out to customers and which pieces of equipment they have on hand to rent out to new customers. This Solution Spotlight illustrates the unique business problems that the PowerObjects team is ready to tackle with Dynamics 365. To learn more about the various ways that PowerObjects has helped businesses succeed, check out more customer success stories here.