When it comes to managing a customer relationship database, customer care is at the top of any list. Microsoft Dynamics CRM 2013 was developed with customer care as one of the four primary tasks for its users. To achieve a system where excellent customer care can be attained, there are three areas of focus to help each organization meet their customer needs: service satisfaction management, business insights, and effective collaboration.
Managing your Service Organization
Every organization wants to provide the best quality service to each customer. However, your customers will rarely face the same specific issues on a consistent basis. The new dashboards for CRM 2013 provide visuals that make it easy to track trends and anticipate your customer needs.
Developing Business Insights
With all the data that an organization can track, Dynamics CRM 2013 organizes and displays all of the relevant customer information to simplify decisions. In addition, organizations can keep track of team performances and make better decisions on what actions are effective and what changes need to be made.
One of the best customizable features of the dashboards allows for sharing with specific users to make reporting easier. Microsoft’s implementation of Yammer provides a social collaboration feature for posting events, sharing documents, and praising co-workers.
If you would like to see a demonstration of the customer care features, including scheduling, handling complaints, and knowledgebase articles, you can view our Day in the Life series for Microsoft Dynamics CRM 2013 here, hosted by our Microsoft Dynamics CRM Indy team.