customer experience transformation

Do’s and don’ts for achieving customer experience transformation

By | CRM, Microsoft Dynamics 365 | No Comments

customer experience transformationIf your customers aren’t happy, no one is. Increasingly, studies are finding that superior customer experience (CX) is central to the success of sales and marketing programs as well as overall business health. Research from Accenture Strategy found that 47 percent of customers would take their business to a competitor within a day of experiencing poor customer service, and 60 percent report not completing an intended purchase based on a poor customer service experience.

It’s no surprise, then, that customer service is a top priority, with leading companies taking a more global approach to customer experience (CX) transformation. As you plan your own CX transformation, here’s what NOT to do:

  • DON’T just dive in. Go through a gradual, evolutionary process taking time to clarify the CX vision, set priorities and communicate the CX imperative throughout the entire organization.
  • DON’T be short-sighted. Meaningful changes in customer churn rates, customer retention, revenue and other performance indicators may not happen overnight. Successful business leaders look beyond the next quarter.
  • DON’T skimp on data. Companies are in trouble if they can’t collect the right data, drill down on it and gain insights into how to improve customer service. Customer relationship management (CRM) technology is a proven way to efficiently turn raw data into information that can be used to develop more effective service solutions.
  • DON’T underestimate the value of knowing what matters. If you don’t understand what’s important to your customers, even the best data won’t help. Research can determine what your customers want (and don’t want).
  • DON’T downplay the role of your employees. Technology drives efficiency and insight, but full employee participation is the only way to create a cultural shift. This starts at the top, with visibly committed senior executives.
  • DON’T hold back customer data. Easy access to data that provides a 360-degree view of customers is one of the most valuable assets you can have. When employees have instant access to more relevant and timely customer data, they become more empowered to meet their customers’ needs.

What are the Do’s for approaching customer experience transformation?

The best advice is to start where you are and take an evolutionary path toward transformational change. The journey can be broken down into three data-driven steps.

Step 1 – DO use historical data: A basic approach calls upon IT to generate reports about past sales. From this data, managers decipher how past customer behavior may apply to the future.

Step 2 – DO use real-time data: The most effective way to generate real-time data is with customer relationship management (CRM) technology. CRM software uses sophisticated analytics and automated marketing tools. This makes for a more efficient process, better use of resources and more effective decision-making.

Step 3 – DO use predictive modeling: Advanced data mining, analytics, visualization techniques and predictive modeling capabilities provide the best insights into future customer behavior and potential solutions for increasing KPIs.

CRM technology can be your best friend.

No matter where you are on the journey, CRM software delivers what you need for a successful CX transformation. Your next move is to consider how CRM can be a pivotal part of your organization’s customer-centric transformation. For companies of all sizes, NexTec can provide the expertise needed to find solutions that make your CX transformation possible. To learn more, contact us today.

5-point CRM checklist

By | CRM, Microsoft Dynamics 365, Replace old software | No Comments

With customer service at the heart of every business transaction, it makes sense that the market for customer relationship management (CRM) is growing. According to predictions from Gartner, the worldwide CRM market will reach $436.5 billion this year, leading all enterprise platforms in growth, even outperforming ERPs.

Those managing field-service teams don’t need to be told about the growth of CRM. Any business too big to track sales on a spreadsheet needs a system to track customer data; however, not all CRMs are created equal. Some track sales, others track marketing or forecast customer needs. The most important takeaway from all this is that the right CRM can reduce your marketing costs by 23 percent.

When choosing a CRM for your business, consider these five criteria:

1. Customer service

The number-one reason to invest in a CRM platform is to support your customers. Make sure your CRM has unique customer identifiers, can log all customer touches and lets you communicate the way your customers want.

2. Customization

Buy what fits your strategy. Some CRMs allow custom rules that don’t force you to change your strategy based on arbitrary fields your employees are required to fill out. Some programs provide templates, while others allow tweaks so you can track what matters to your enterprise. Many CRMs come with an API that allows you to customize the platform to your business, but this may be more easily accomplished with plugins and extensions. Evaluate your needs, research your options and pick the customization path that is best for you.

3. Integration

Pick a CRM that works with what you own. Instead of reinventing the wheel, pick a solution compatible and easy to implement. Double-check that the versions of programs you already own will integrate with your new CRM. There’s no reason to pay to upgrade a point-of-sale system or an email program because you were sold a CRM that is “supposed” to work well with the most up-to-date versions of those programs.

4. Workflow automation

Make sure the CRM you choose will integrate with employees’ workflows. Automation will free your team from necessary but time-consuming reporting activities. Once in place, you can have events trigger responses to customers, have queries prompt action by your staff and automatically report successes by the field team to their supervisors.

5. Track the work

How effective is your field team? As many as 75 percent of business owners see an uptick in sales when using a CRM. Some CRMs can be configured to support and track field-service success. You can get each field team an account to track their hours and contacts and see how their performance rolls up to the team’s sales numbers. Dashboards can reveal how teams work together, help with performance reviews, bonuses and set future goals.

Trusting a CRM with all your customer data and your company’s future isn’t a move to take lightly. How you pick and deploy a CRM will impact your company for the foreseeable future. No one knows that more than NexTec Group. We’ve been selecting and deploying CRM, ERP and BI solutions on-premises and in the cloud for more than two decades. Contact us to find the right solution for your business.

Spotlight on Microsoft Dynamics 365 CRM

By | CRM, Microsoft Dynamics 365 | No Comments
Microsoft Dynamics 265 helps integrate data across CRM and ERP platforms.

Microsoft Dynamics 365 helps integrate data across CRM and ERP platforms.

Customer relationship management (CRM) databases play a powerful role in marketing and customer service in a wide range of industries. With an effective CRM, companies can better track important data on customers and potential customers, including sales information, communication preferences, responses to various marketing campaigns and demographic data.

When used effectively, a CRM helps manage relationships in a number of ways. Analyzing and acting on the data stored in a CRM lets companies track sales and engagements, build targeted communications and marketing strategies and predict activity and behaviors.

At The NexTec Group, we partner with Microsoft to enhance and deepen the power of a CRM. Let’s cast a spotlight on Microsoft Dynamics 365 CRM.

Microsoft Dynamics 365 is a cloud-based business application that can transform the way business is done. At its core, Microsoft Dynamics 365 connects your CRM to core back-office functions such as accounting, operations, human resources, and finance. These bundled back-office applications, also known as enterprise resource planning (ERP) software, allow for the tracking and analysis of core operational areas.

When paired, connected ERP and CRM systems allow employees throughout the organization to work more closely together, collaborate and share data easily. Sales, marketing, finance, operations, fulfillment and customer service staff have more and faster access to actionable information.

Cloud-based system integrations can maximize the efficiency of a full range of functions from sales to field service.

Cloud-based system integrations can maximize the efficiency of a full range of functions from sales to field service.

Leveraging Shared Data
With access to the CRM directly from Microsoft Outlook, Microsoft Dynamics 365 is an intuitive, easy-to-use software package. Its advantages are considerable for many different roles, including:

  • Sales. Sales staff can use digital intelligence, predictive analytics, social insights, real-time company information, automated lead scoring and tools to assess customer relationships. Sales staff can share and edit meeting notes and sales documents with real-time coauthoring capability.
  • Customer Service. A unified platform allows for customer service across all channels, providing consistency among agents who can review and use the same information. The platform comes with a self-service portal that lets customers find and use answers to common problems supported by an online community space.
  • Operations. Connected marketing, sales, customer service and distribution data allows for faster identification of trends that can lead to improved processes, faster product introductions, and smoother floor operations.
  • Finance. With Microsoft Dynamics 365, you gain real-time access to financial data and analytics. Finance staff can deliver data-driven intelligence to departments for faster, more responsive decision-making. Analytics help to drive corporate strategies, growth and revenue collection. Personalized sales quotes and invoices can be created within Outlook, payments can be processed and bank accounts reconciled from within the platform.
  • Marketing. With more and richer customer insights, marketing teams can create messaging that is relevant and personalized across multiple channels. Campaigns can be coordinated across channels with analytics that measure and report on ROI.
  • Field Service. Help deployed field staff by giving them the pertinent information needed to make efficient and successful service calls. Schedule more appointments each day and provide customers with accurate arrival window.

Why The NexTec Group
At The NexTec Group, we work closely with a wide range of vendors and products to identify the right solution for your company’s needs. With a deep understanding of Microsoft Dynamics 365 and dozens of other packages, we take the time to hear and understand our clients’ needs and concerns before we begin offering a solution. Contact us to learn how The NexTec Group can help you find the integrated systems software that works best for you.

Microsoft Dynamics 365 CRM Training

By | CRM, Microsoft Dynamics 365 | No Comments

Need help using Microsoft Dynamics 365 CRM? You’ve come to the right place. NexTec offers courses for CRM administrators and sales teams for up to 25 people remotely. You don’t have to be a current client of NexTec to take our training. If you’re a NexTec client who purchased CRM through us, you receive 50% off all courses.

Unsure of which courses to take? Look for these icons in the course headings:

Recommended for end-users

Recommended for administrators

Recommended for both

Introduction to CRM

This session provides level set functionality and definitions for all levels of CRM users, administrators and marketing staff.

Topics include:

  • CRM overview
  • Navigation and search
  • Connecting with Outlook

Time: 2 hours

Introduction for administrators

This session provides level set functionality and definitions for CRM administrators.

Topics include:

  • System and personal settings
  • Role management
  • Data import and duplicate detection
  • Outlook configuration

Time: 2 hours

Intermediate CRM

Prerequisite: Introduction to CRM

This session is perfect for users looking for a deeper understanding of their CRM system.

Topics include:

  • Views, charts and dashboards
  • Marketing lists
  • Data query

Time: 2 hours

Advanced CRM

Prerequisite: Introduction to CRM

This session covers advanced functionality in your CRM system, perfect for CRM super users.

Topics include:

  • Views, charts and dashboards
  • Form creation and business rules
  • Workflows (background and real-time)

Time: 3 hours

Custom training session

Prerequisite: Introduction to CRM

A Microsoft CRM consultant works with you to define your processes and create custom training materials based on your company’s business rules.

Time: TBD

Contact us today to learn more about CRM Foundations and why NexTec customers never leave us. Embrace technology. Transform your business.

Dynamics 365 Sales and Marketing Foundations

By | CRM, Microsoft Dynamics 365 | No Comments

CRM is THE most powerful tool in business today. But like any powerful tool, it can be intimidating at first glance.  Where do I start? How do I find my customers? What happened to my leads? These are all common questions your people will have when they start using CRM.

Dynamics 365 Sales and Marketing by NexTec process flow

Dynamics 365 Sales and Marketing Foundations by NexTec process flow

That’s why NexTec created Dynamics 365 Sales and Marketing Foundations – a CRM starter kit designed to get CRM up and running quickly. Your users will be able to navigate the system and start seeing the power of their efforts. Simple instructions. No tech jargon. No installation hassles. The key to getting a solid, quick start in CRM is having a firm foundation.

Dynamics 365 Sales and Marketing Foundations includes

  • Training, for both users and administrators
  • Report and dashboard customization
  • A turnkey system, ready for you to use
  • Support as you get started

Manage your sales. Not your technology.

Dynamics 365 Sales and Marketing Foundations is built on award winning cloud technology from Microsoft that is secure, intuitive and powerful.  Instead of diving into technical details, your organization can get started quickly and move on to the things that matter most to you – whether that’s marketing, selling or servicing your existing customers.  We provide a tested, proven method for a rapid deployment that minimizes technical decisions and leverages your time as a result

Dynamics 365 Sales and Marketing Foundations might be right for you if any of the following are true

      • This is your first CRM implementation
      • You have 25 users or less
      • You are upgrading from a product like Act or Goldmine
      • You have a short time frame

Contact us today to learn more about Dynamics 365 Sales and Marketing Foundations and why NexTec customers never leave us. Embrace technology. Transform your business.

Customer Service Automation

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Sales Force Automation

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Marketing Automation

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