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Could Your CRM Be Costing You Business? Fix It With Dynamics 365

Fri, Nov 11, 2016

In a highly competitive business to business (B2B) world, distribution and omni-channel enterprises are constantly kept on their toes when it comes to being able to differentiate their offerings.

These businesses operate in highly competitive markets where their customers have the advantage, because they have the option to go elsewhere if they don’t get the best deal.In today’s digital world there are two key elements of customer service that drive success for distribution and omni-channel enterprises.

Are you standing shoulder to shoulder with your competition and need a podium to stand out from the crowd?

Combining the following elements with Microsoft Dynamics 365 can be your podium on which your customers can see and hear you over the competition.

Provide a customer service experience your competition can’t deliver 

Sales Representatives, whether in-field, in-house, or both, interact with both prospective and existing customers and are key in building and maintaining customer satisfaction. Recording activity levels and identifying sales opportunities are essential tasks in effective management of sales teams and proactive customer communications.

With Dynamics 365 “built-in” Customer Relationship Management (CRM) functions within the core Enterprise Resource Planning (ERP), all business can be tracked from original opportunity to finalized sales and profitability analytics. The integration of CRM within Dynamics 365 provides an all-encompassing visibility which is critical for sales team members and for operations personnel too.  

Nurture your customer relations and boost customer retention

In B2B operations, customer retention is critical. It might seem obvious but providing superior customer service is the key to keeping customers, yet it’s an area where a lot of distributors and omni-channel enterprises fall short of customer expectations. To nurture your customer relations and ensure customer retention you must be able to:

Meet customer expectations on time and with the right product

Customers expect suppliers to be experts at directing them to order the right products, whether that means previously ordered products, correct fit for purpose, or specific product configurations and options. B2B means distributors are expected to fulfill orders with the right products and quantities, with the highest possible fill rates. Companies excelling in this area have an integrated ERP system like Dynamics 365 that enables Sales and Customer Service personnel to quickly and efficiently order the right products for customers.

Outperform your competition on delivery

Whether your customers are in retail or service organizations, timing is “everything” when it comes to delivery of products. Commitment to and performing on-time delivery is essential for customer retention, where delivery delays, shortages or other mistakes can be very costly and result in lost business for the distributor. Dynamics 365 is designed to optimize accuracy, manage workflow processes with date controls, integrate tightly with delivery carriers and proactively trigger variance alerts to enable organizations to meet demanding delivery performance requirements.

Offer the right price the first time

The challenge for supplier distributors is often to manage highly complex pricing; for potentially tens of thousands of products, with unique pricing for individual customers who may be literally one of thousands of accounts. Successful Distribution and Omni-Channel enterprises who leverage ERP solutions, like Dynamics 365, are optimized for high volume pricing operations and effective trade and promotions management. In today’s digital marketplace, advanced ERP tools are required to manage the “right price” requirement while retaining optimal margins.