The massive economic shake-up resulting from the 2020 COVID-19 outbreak is now undeniable. Now more than ever organizations must rethink their business and operational models, and particularly the way in which they interact with clients.

With Microsoft’s Customer Relationship Management (CRM) tools, adapting your organization to the customer has never been easier. And when these tools are combined with a solid customer strategy, the results can be immense.

At AlfaPeople, where we specialize in Microsoft CRM technology, we’d like to share with you the following recommendations:

  • Build an active listening strategy: Send emails and assign a team member leadership over your social media channels. It is also important to have actively functioning digital tools that analyze trends and comments that do not necessarily pass into your email system or social media networks. In other words: you need to listen to what customers are saying outside the organization’s own channels.
  • Build a culture of customer review based on real data: CRM technology helps you collect, order and select information. And the more information we have about our customers, the better our decision-making capacity is. Informing our clients, defining an interest ranking by type and volume of purchase, truly understanding the nature of their complaints, estimating their behaviors and personal or business budgets are a means of knowing our clients quantitatively, which allows us to make the right actions at the right time and in the right context.
  • Establish a periodic review (daily or weekly) in which the impact of your strategy and any trends in client interactions are reviewed. This review will help us foresee client behavior and hopefully avoid disputes or conflict, instead favoring satisfaction and loyalty.

Businesses today must adapt to a much more demanding market, in which clients place greater value on organizations that are genuinely interested in serving and listening to them in the most interactive way possible.

What are the best Microsoft tools to adapt your business to the customer?

Microsoft Dynamics 365: Dynamics 365 is a modular CRM software, whose modules are integrable and complementary. Today, Dynamics 365 Sales and Dynamics 365 Customer Service (previously they were known collectively as Dynamics 365 Customer Engagement) help your organization to listen to your customers by consolidating information about interactions, orders, contact with customer service agents and so on.

Microsoft Power Automate is a Microsoft business tool which is integrable with Dynamics 365. Among its functionality, Power Automate connects your workflows to your social networks so you can control and monitor trends and customers’ social media activities.

Microsoft Dynamics 365 Marketing is a CRM solution that helps you drive highly relevant content to your clients, generate surveys, review consumer patterns and much more.

About AlfaPeople

Market leader in Microsoft Dynamics 365 solutions for over 10 years, AlfaPeople has expanded its operations to 14 countries worldwide with more than 550 employees.

AlfaPeople offers a range of solutions for Microsoft business, Dynamics 365 Finance, Dynamics 365 Supply Chain Management, Microsoft Dynamics 365 Sales, Power Platform among others. Our teams combine business and technical knowledge with industry experience, providing excellent results for organizations intending to take the next step in their digital transformation journey.

Contact us today to speak to one of our consultants!

José Lainez
José Lainez
General Manager at AlfaPeople