Customer Relationship Management

Customer relationship is the single most important attribute (aspect) of any business. A happy customer is even more important as he/ she makes repeat purchases and acts as your brand advocate. It is important for any business to know the history of their customers, their buying patterns, their satisfaction level and numerous such important information. A right CRM system will help you not only maintain this information about your valued customers but also empower you with great analytics to help you make the right decision at the right time to acquire new customers on one hand and retain and grow existing customers on the other.

It’s important for your business to choose the right CRM platform to manage your customer data. It is also equally important to the way you implement it, specifically when it is Dynamics 365, as it has a major impact on its success.

When Implemented successfully, the right CRM platform can help your organization in:

Better Data Management and Customer Profiles

Users can effortlessly input agency statistics, sales data, client history and information into an easy-to-use, centralized customer database.

Better Sales Predictions

You can better understand what the clients require or may require in the future by analyzing their behavior, history, and profile information. Brand loyalty and business relationships can be nurtured by using every advantage available.

Improving Customer Opportunities

A CRM Application enables you to manage your leads that allow users to track potential clients from the point of initial contact until the sale is closed. It allows you to generate forecasts and reports as well as set notifications for birthdays and appointments.

Improved Efficiency in Customer Interaction

The CRM insurance software effortlessly integrates with different email programs while also connecting using text messaging/ SMS and social media options. These connectivity options let users easily interact with clients and customers on a more personalized level, send messages and replies, and offer tailored solutions to them.

Microsoft has introduced a structured implementation methodology for implementation of Dynamics 365, called Microsoft Dynamics Sure Step Methodology to help its successful implementation. At DBP we follow the same as under:

CRM Consulting Sure Step Methodology

The Microsoft Sure Step methodology is divided into the following phases:

Phase	Tasks during phase
Diagnostic	Evaluate a customer’s business processes and infrastructure Assist the customer with their due diligence cycle, including ascertaining requirements and their fit with the solution, and assessing the resource needs for the solution delivery Prepare the project plan, proposal, and the Statement of Work
Analysis	Analyze current business model and finalize the Functional Requirements document Finalize the fit-gap analysis Develop the Environment Specification documentation
Design	Develop the Functional Design, Technical Finalize the data migration design Establish test criteria
Development	Finalize configurations and setup of the standard solution Conduct functional and feature testing of the solution Create the user training documentation
Deployment	Set up the production environment Train users and finalize the user documentation Conduct go-live check and promote the system to production
Operation	Resolve pending issues Finalize user documentation and knowledge transfer Conduct a post-mortem of the project Provide on-going support (activities that continue through any future involvement with the customer after the project is closed)

Source: Microsoft.com

The Microsoft Sure Step methodology also provides guidance for the following areas:

Activity area	Actions performed
Optimization	Leverage Review Offerings to determine proactively if the system is being designed and delivered optimally to meet the customer’s requirements Analyze the system to determine how it can be optimized for the best performance based on customer’s needs
Upgrade	Assess the customer’s current business processes and solution Document the requirements for new functionality Upgrade the system to new release – including the addition of new functionality, promotion of existing customizations that are required, and elimination of custom code no longer required