We are excited to announce that Dynamics 365 Version 9.0 is available. The main areas of focus for this new release are:
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Customer service has become a real dealmaker or breaker for companies. The right technology will set companies up for success, as customers grow expecting quicker, more personalized service. The latest technology will put your company in the driver’s seat for best serving customers throughout the entire buying cycle.
Below are current trends for customer service and the accompanying technologies that will aid in trend achievement.
The battle between technology and the humans who use it has accelerated companies’ inability to deliver excellence to clients, partners and prospects. Why? Because they’re relying on inaccurate and poor data and systems.
Today’s customer expects strong, consistent service and quick responses. Research found that 76 percent of respondents believe customer service quality is the best test to determine how much a company values them. If you don’t track service metrics and baselines, how can your customer service team increase its effectiveness and service? A recent survey found 47 percent of customers surveyed rated the most important element in their service experience as “fast response to inquiries or complaints.”
According to a recent survey regarding the customer experience, 76 percent of customers see customer service as the true test of value. About 70 percent of clients say they do not forgive a bad service experience, leaving a low client forgiveness rate following a negative experience. The high-cost associated with losing a loyal customer is causing companies to realize that optimizing customer service is a critical priority. In order to keep their customer base loyal and happy, companies are investing in opportunities that ensure delivery of a consistently positive customer experience.
As we approach the release of Microsoft Dynamics Customer Relationship Management (CRM) 2016, we are learning more about its new and updated features. Heightened customer service capabilities in CRM is a big theme with this release. Two new updates include Microsoft’s Azure Machine Learning and greater customer service dashboards with Microsoft Social Engagement insight.
It’s no longer enough to offer a great product at a competitive price. Global sourcing and sales mean customers have many choices when it comes to buying goods. While a superior product might pique a customer’s interest, it’s their experience working with your brand that will make the difference between a sale and a dissatisfied buyer. A good experience keeps customers coming back.
Has it ever seemed like your customers know more about your company then your company knows about them? Today’s customer is more well-educated than ever before. It is up to your company to proactively stay informed about your customers if you want to continue to build the relationships necessary for your business to thrive. The tools your company uses to achieve that goal could be the key to success.
For any major investment to become successful, it takes total buy-in from all parties. It is not enough anymore to see each customer as a one-way transaction. The customer-business relationship is about the full 360-degree commitment.