How Microsoft Dynamics CRM Can Benefit Retail Businesses?

In the pursuit of customer satisfaction, two of the greatest factors retailers need to consider are maintaining a strong and consistent omnichannel presence, and ensuring a personalized shopping experience to customers. To enable this, retailers often look for a technology that can help them offer real-time online and in-store interactions to personalize a customer’s overall shopping experience. Microsoft Dynamics CRM is one such tool that helps retailers optimize the entire customer relationship management life cycle to drive business success.

Launched and developed by Microsoft in the year 2003, Dynamics CRM is a widely adopted platform that primarily focuses on sales, marketing, and customer service. It helps sales teams share information seamlessly across various departments and systems while delivering improved customer service and support. It allows you to build and manage customer loyalty programs, integrate different social media channels, and leverage big data and promotion management functionalities to extend support to customers and respond in real-time.

In addition to offering extensive CRM features and functionalities, Dynamics CRM enables integration with other third-party services and applications such as ERP, help desk, and live chat through custom Dynamics CRM development. It provides out of the box features for sales automation, data analysis, marketing automation, membership management, and workflow. This enhances the productivity of sales team while improving customer focus, brand experience, and cross and upselling opportunities for your business.

The latest version of Microsoft Dynamics CRM helps to achieve in-depth insight of your audience which ensures the efficiency of your marketing campaigns and enhanced customer loyalty and customer lifetime value (CLV). It also combines all your customer and business data in a single unified view, so that you can take well-informed and responsive business decisions on time. It comes with an extensive list of features which include:

• Omnichannel customer engagement – Integrate your CRM with your eCommerce website, third-party software, social media and mobile apps

• Loyalty programs – Build customer-centric loyalty programs

• Marketing automation – Boost the efficiency of your marketing campaigns through your sales potential

• Integration with ERP systems – Connect your CRM system with ERP (enterprise resource planning), shopping cart, order fulfillment and various other systems

• Analytics and reporting – Make informed business decisions via data-rich analytic dashboards and custom reports

• Integration with help desk – Enable connection of customer support services at all levels (call center, live chat, email) with instantly retrieved, extensive customer information

These features, when coupled with the right set of customizations accustomed to your business and customer needs, can ensure a unique, personalized shopping experience. It further adds up to business efficiency and simplification of operations, making customers a focal point of the entire business process and strategy. Some of the major advantages it offers to businesses is:

• Enhanced customer experience and satisfaction

• Automation and optimization of marketing activities with customer-specific loyalty programs and improved customer relations

• Instant access to information collected at a single location

• Enhanced customer understanding and communication

• Increased profitability, competitive advantage and business growth

• Dynamic marketing lists that ensure the campaign targets the right set of customers

• Real-time information access through immersive, customizable dashboards and reports

• 360-degree view of each customer