First released in January 2003, Microsoft Dynamics CRM has provided users and organisations with powerful capabilities. Microsoft Dynamics CRM continues to grow and the 2015 release contains new features and capabilities allowing businesses to further their abilities to deliver amazing customer experiences.
Companies will be able to boost selling effectiveness through the ability to bundle products and recommend related products for cross selling. These improvements to the product selling experience will aid sales operations managers and salespeople to sell their products more effectively. Sales operations managers can easily bundle related products together and provide tailored pricelists. Salespeople can see cross-selling suggestions and receive recommendations for substitutes or accessories whilst working on a deal.
The implementation of new visual sales hierarchy reporting will provide the ability to explore key information on tiles which represent account and sub-accounts. This hierarchical view of accounts allows a business to monitor account revenue, credit limits, latest activity and who is working on the account.
Microsoft Dynamics Marketing allows your marketing team to go from planning to execution with ease so you can make your marketing vision a reality through building your sales pipeline and demonstrating the impact of your marketing investments in real-time. The 2015 update of Dynamics Marketing allows companies to streamline campaign creation and improve segmentation with graphical email editing, A/B and split testing, integrated offers and approval workflows through multi-channel marketing.
The 2015 release will also contain an Email Editor which will provide marketers with the ability to select from pre-defined templates or create an Email from scratch using the drag and drop tools. However if users have CSS and HTML experience they can use the advanced editor to build custom templates.
Campaign Management Console
The Campaign Management Console has also been enhanced in this release to allow embedding of cross campaign offers and the ability to perform A/B testing. The utilisation of multi-objective A/B testing provides marketers with the assurance that their efforts will deliver the desired impact. The results of A/B testing are displayed via real-time analytics.
In the previous release case management capabilities were enhanced to include features such as dynamic routing and queuing rules to make sure you hit service targets and a timer to make sure you don’t breach your service level agreements. The 2015 release further improves these features by allowing service level agreements to be paused or resumed and give the ability to track the time taken for a customer to ensure these are met. These can be accessed from the service tab within system settings.
Microsoft Social Listening
This new powerful service allows a company to monitor social media sites such as Twitter and Facebook. It can also be utilised to track products, brands and competitors globally and in real time to gain a true understanding of your customers and your business across the social web. Microsoft Social Listening allows a company to gain social insights through utilising location filters to narrow data sets and to see posts from specific countries or regions. Companies can also listen to social conversations in 19 languages.
Improvements have been made to the quick search which will make it easier and faster to find customer records. This can now be done through keywords which can be placed in the search box and navigation bar. The search box now also supports the use of an asterisk as a wildcard character and allows a user to search across record types and get a full list of matching results.
The 2015 release will contain improved business rules which will have a “write once, perform everywhere” capability. For example, records can be setup for salespeople to contain pre-filled information when they are creating a new record, or logic can be applied to define more complex rule structures. This could be used in a situation where a lead contains more than 50 units or it is referred by an existing customer, the logic can allow a business to automatically mark this lead as a hot prospect.
The addition of Rollup fields in CRM 2015 enables users to capture key business metrics at a record level from related entities with one-to-many relationships. Rollup fields also provide aggregation over hierarchies for more complex scenarios and support decimal, whole number, currency and date/time formats. They can also be easily transported between organisations and distributed in solutions as they are solution components.
Microsoft Dynamics CRM 2015 will continue to play a definitive and unique role in helping businesses to understand and effectively engage with their customers through uniting marketing, sales and service teams. These new key features will aid in giving businesses the insight they need to deliver an amazing customer experience every time.
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