Making Customer Engagement Central to Your Business Strategy

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Making Customer Engagement Central to Your Business Strategy

CRM being just a “technology” or a “solution” is a misnomer, should rather be viewed as a Business Strategy to better understand and manage customer relationships. It requires a customer-centric business philosophy and culture across an organization. CRM, as a technology solution, is just an enabler. It links up information about stakeholders from a variety of disparate sources – internal, external systems and touchpoints. CRM solutions have also evolved over years from being an operational data capturing system with workflow automation capabilities to bring in operational efficiency across different organization functions to more of a platform with next-gen intelligent business apps to enable organizations to embark on their digital transformation journey. Microsoft’s D365 Customer Engagement Platform, in particular, is empowering businesses of all nature and scale to accelerate this transformation by offering purpose-built applications (Project Service Automation, Field Service Automation, Sales, Marketing, Service) to address their specific business needs. Apart from that, being on Microsoft cloud environment, enterprises are also leveraging Microsoft’s Azure platform for the AI/ML/Cognitive capabilities to further extend the capabilities of these applications.


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