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Dave Chalk discusses the virtues and benfits of Microsoft CRM software on his popular Air Canada inflight program …

Microsoft Dynamics CRM 4.0 is a fully integrated customer relationship management (CRM) system. Microsoft Dynamics CRM gives you the capability to easily create and maintain a clear view of customers from first contact through purchase and post-sales. With tools to enhance your company’s sales, marketing, and customer service processes.

Click here for more information about Microsoft Dynamics CRM 4.0

Marketing

 A clearer view of customers and more informed marketing investments
Segment customer lists into distinct benefit groups and then market to one or more of the identified segments using a workflow-driven model.  

Sales

 Get more leads and close more business
Access a complete view of customer data online or offline, and leverage tools that enable your sales professionals to get real-time access to leads, identify cross-sell and up-sell opportunities, and close more deals, faster.   

Customer service

 Provide more value to customers
Respond faster to customer service issues and empower your service organization to anticipate, address and deliver consistent, efficient customer care that contributes to long-term business profitability.  

Microsoft Dynamics CRM provides choice and flexibility in how you implement and customize your CRM application so you can achieve the best fit for your business.

Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its contact with its customers. CRM software is used to support these processes, storing information on current and prospective customers. It is a journey of strategic, process, organizational and technical change whereby a company seeks to better manage its own enterprise around customer behaviors. It entails acquiring and deploying knowledge about one’s customers and using this information across the various touch points to balance revenue and profits with maximum customer satisfaction.

The true value of CRM is to transform strategy, operational processes and business functions in order to retain customers and increase customer loyalty and profitability.

From the outside, customers interacting with a company perceive the business as a single entity, despite often interacting with a variety of employees in different roles and departments. CRM is a combination of policies, processes, and strategies implemented by a company that unify its customer interaction and provides a mechanism for tracking customer information.

CRM includes many aspects which relate directly to one another:

• Front office operations — Direct interaction with customers.
• Back office operations — Operations that ultimately affect the activities of the front office
• Business relationships — Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks. This external network supports front and back office activities.
• Analysis — Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities
• Building Relationship with the Customers.

CRM software helps organizations implement effective Customer Relationship Management (CRM).

CRM is not a software application itself, but is instead a strategy for doing business.