Overall Satisfaction with Microsoft Dynamics CRM
MSCRM is being used by all departments. Sales and Marketing most heavily, but even merchandising uses it to do research for product development endeavors. The 2 main problems it tackled for us is 1) allowed us to store and use demographic elements about our clients to create a strategic marketing and communcation approach that was relevant to them and 2) allowed us to pull back in the transactional metrics in a unique way. We used the transactional data to create new KPIs which became loyalty measures and identified gaps and opportunities in client spend. These metrics became a huge tool for us to market specifically, to win business we didn't have, to understand why we didn't have it and to move the needle in key product categories.
- Super easy to customize without being "IT". As a tech savvy marketer- I was able to guide my team through the implementation tons of changes as needed to improve our processes.
- Workflows! While there is a learning curve- the workflow functionality within CRM is incredible- a very efficient way to auto populate data, create notifications, etc. Endless possibilities with no IT involvement required.
- Easy data migration from your other systems using scribe, and reasonably simple to import from other sources as well.
- Integration to MS OUtlook. Client communcations can become part of the permanent relationship record with no added keystrokes or hassle.
- My experience is limited to CRM 4- I believe most of the "gaps" I would identify are addressed in the newer versions.
- Native integration of a "proper" email tool would be great. I recently was involved in implementing an Exact Target plug-in within it, and it worked "ok" however if a true subscription based email platform was just part of the package for proactive marketing and client nurture/communications that would be incredible.
- Calculated metrics such as Key Performance Indicators, ratios, etc.. are not as simple as I'd like within the tool Can be done, but requires IT skills (Script, codes, etc). I'd love a method to do that as just a marketing guru. For example- If your transactional system can push in a total transaction count for the last 12 months for a customer, and a total revenue or margin for that customer- and possibly you just want to generate an "average Monthly" metric or an "average Transactional" metric to place into a KPI report. That can be done- by an IT sort of professional- but not by me. That's a simple example- but if you develop any sophisticated KPI metrics that you want CRM to calculate- the "power user" will not likely be able to execute those calculations without significant support from programmers. I've used such KPIs for campaign targeting and marketing cadence planning.
- Improved customer service by providing better information within reach.
- Improved efficiency by integrating sql reporting through for account managers to efficiently and quickly analyze a client's potential
- Improved targeting by endless abilities to customize demographics for our industry by client and deployment of campaigns within those targets.
Refer to my Salesforce Review on my profile for detail.
Microsoft Dynamics 365 Feature Ratings
Using Microsoft Dynamics CRM
Microsoft Dynamics CRM Implementation
- Vendor implemented
- Professional services company
We used TriBridge to implement CRM and they were remarkable. The define/design phase, needs analysis was excellent, implementation went smoothly, and when they left I felt fully empowered to own the system on my own. They still provided support, but we really didn't need it much.
Change management was a small part of the implementation and was well-handled - We went into this with our eyes wide open and recognized the need for change. Changing sales team behaviour was a plan all along, and we recognized CRM was the tool to support that change, not a roadblock and sold it that way through the org.