These days, customers have more access to choice, information and products than ever before. On top of that, they have more tools to access everything, and more channels to engage businesses. Because of this, customers do not have the time or patience for poor experiences.
It has long been at the heart of organizations’ customer strategies, and is now important in creating compelling and personalized customer experiences. These days, not only do you need a modern CRM system, but also have to cater to customer engagement solutions. One that provides its customers with the best service and experience with data and acumen and nurtures these important relationships.
1. Why move your CRM to the cloud?
Customers hold power in business relationships. Therefore, moving to a cloud business application that includes CRM is an important step in nurturing these relationships. This unlocks your ability to consistently deliver relevant and personalized experiences to every customer
This means that businesses should focus on customer expectations. Customers stay longer with a more engaged company. They will buy more from you, increase their lifetime value, and they will work as an attorney for your company. ”
To meet your customers’ needs and expectations, you must equip your employees with technology to access critical data and insights.
A 2018 Commission Forester Consulting Total Economic Impact ™ study from Microsoft Dynamics 365 for customer service found that contact center employees are up to 15 percent more efficient, with better tools and access to rich customer data and insights. This means they can better optimize customer experiences – adding $ 5.8 million in value to an organization over three years.
The study also found that employees feel more empowered to do their best work, are more likely to stay, and have higher satisfaction. In addition, IT departments are more agile and are able to roll out innovation faster.
2. Get Business Purchases to Ensure Success
Like any other significant change initiative, you will need a clear process that engages all concerned stakeholders and addresses their specific needs. You will need strong sponsorship and communication.
Based on the experience of hundreds of projects, Microsoft has respected a best practice approach that ensures your evaluation process and subsequent migrations are comprehensive and efficient. Alignment between business leaders and IT is important early in the journey.
“Shiny software and clever performance alone do not get the project signed on board and they do not drive business transformation. It initially pays dividends to get the right people around the table, to agree on key measures, steps and time for a successful evaluation ”says Mark Eberi, Technical Solutions Professional for Dynamics 365 at Microsoft Huh.
Both the Microsoft Dynamics 365 team and its cloud migration partners can work with your business to ensure that you have not missed an important step and are able to arrive at a decision with confidence in 4-8 weeks.
3. Remember your value
When your Cloud CRM success plan is in motion, remember to keep business value at the heart of everything you do.
Moving to a cloud CRM solution like Dynamics 365 will save you the cost of providing on-premises infrastructure and software to your business. This will make your organization move faster and be more competitive in the consumer centric market.
Moving to the cloud gives you access to the latest functionality without the interruption or cost of upgrading an on-premises application. This ensures that your business stays up to date with the latest security and compliance regulations. This frees your IT staff to focus on innovation rather than maintenance.
This means that you can focus on the important things in your business – your customers. In addition, you get additional capabilities online that are not available in on-premises-capabilities that make your workforce more productive and effective in sales and customer service.
“Most organizations focus on understanding the total cost of ownership gap with online.
We really need to ensure that we expand the conversation beyond TCO and also consider the value of additional capabilities that are online or online only. In addition, we should also consider the value of increased agility that is made available online – giving time to value quickly. By doing this we can make a much more compelling case to move.