Use Notes to Unlock Key Customer Data in Dynamics 365 CRM

Microsoft Dynamics 365 for Sales is arguably the best CRM for small and mid-sized businesses. It will streamline your sales, marketing, and service departments’ administrative processes. As a result, your team will be able to focus on building and maintaining the customer relationships that matter most.

A valuable tool in an effective CRM software solution is the ability to make notes about contacts with prospects and customers.

These notes help sales reps keep track of conversations with contacts throughout their entire sales cycle. This process helps keep the sales reps up to date on their customers’ personal and professional information. As a result, sales teams and collaborative workgroups can deliver more personalized experiences.

Strong Customer Relationships

Have you ever had a situation like this? A sales rep is on the road. They get a message from a prospective client asking to meet right away. The rep agrees to meet in an hour but realizes they have very little information about the prospect and any previous contacts with your company.

The salesperson stops at a local coffee shop with internet access, opens his laptop, tablet, or smartphone, and has instant access to his CRM account. He navigates to the prospect’s account, reviews any critical information in the profile, and looks at the notes and interactions for any helpful information. From the notes, he can tell that the prospect was a former customer who left because of a poor service experience.

However, time has passed. Notes from the prospect’s recent contact indicate that they may now be considering purchasing an updated solution. They’re interested in advancements in the company’s current portfolio of solutions.

This scenario teaches us a few things about the value of notes in CRM.

• It’s useful when sales reps are out of the office
• It can quickly fill the need for updated information
• It reminds the sales rep of details when they’re caring for numerous clients.

Sometimes, salespeople and other employees are reluctant to capture notes because it takes a bit of time. But the small amount of time required to make notes is negligible compared to the long-term benefits. Personal notes available anytime may be just what you need to build beneficial relationships with your clients.

Remembering every detail and contact with your prospects and clients is a real challenge. With thorough profiles and notes, you will prepare more effectively for customer meetings. You’ll have all the information you need to address your customers’ concerns and suggest strategies and solutions.

Customer Service Benefits

Transparent, up-to-date relationship profiles and notes also play a vital role in effective customer service. When a customer calls your support or service center, each employee will have the information needed to help. Having the necessary details about each customer’s relationship with the company and any previous call notes will save time and resources. Your customers will thank you with their loyalty.

Easy access to call details is especially valuable in team-based sales and service environments. Contacts may talk with numerous representatives, and repeating the same information is extremely frustrating. Avoid frustration by providing informative notes, and your customer interactions will be more successful.

Microsoft Dynamics 365 is ideal for service because it allows for effective phone and e-mail communication and service monitoring. Your employees can quickly record data in the system for dissemination throughout the organization.

A CRM tailored to your business

Building a solid sales and service organization demands a customer-centric culture. You need robust productivity tools that provide your people with visibility into all customer or prospect interactions across the organization. Microsoft Dynamics 365 is a solution that is familiar, easy to use, and readily accessible when and where you need it.

If you’d like to talk about how Microsoft Dynamics 365 can help you reach your sales and service goals, contact our experts at Crowe.

By Ryan Plourde, Crowe LLP, crowecrm.com

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