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How to Use CRM

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Malda View Drop Down Member Member

Joined: September 15 2014
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Post Options Post Options   Thanks (0) Thanks(0)   Quote Malda Quote  Post ReplyReply Direct Link To This Post Topic: How to Use CRM
    Posted: September 15 2014 at 5:43am

I have a business related question regarding how to use the CRM in the below cases that I face at work:

First case: when the sales cycle requires sending a price list to customer instead of a quote.

The price list contains all information in the quotation except quantities and totals. then the customer may issue purchase orders based on the agreed prices in the price list.

Second case: when the sales cycle ends in signing a frame contract instead in receiving purchase order.

The frame contract covers long term period with estimated value of revenue and fixed unit prices. The customer issues purchase orders related to the contract which their values may not match the estimated value of frame contract.

In both cases above we cant ignore entering the price list and the frame contract on CRM, though we can't enter them without having specific value. and there is another problem when we enter the related purchase orders in way that we don't duplicate the same transaction.

I look forward for your advise
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microlabs View Drop Down Member Member

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Post Options Post Options   Thanks (0) Thanks(0)   Quote microlabs Quote  Post ReplyReply Direct Link To This Post Posted: March 31 2017 at 4:13am

Benefits of CRM

Regardless of which type of CRM product your business chooses, they offer some of the same benefits, allowing you to do the following:

  • Realize which customers produce the most profit. By analyzing buying behaviors and other customer data, your business can gain a better understanding of who are your best customers. You can differentiate between the customer who provide the highest profit margins and those that simply bring you the most revenue. You could use that information to provide them a better type or tier of customer service for better customers.
  • Analyze buying patterns. More understanding of customer buying patterns can, again help you spot potential high-value customers so that you can make the most of your sales opportunities with those customers.
  • Maximize per-customer profits. Data gleaned from CRM can help you lower the cost of selling to certain customers and help you increase profits from those customer interactions.

Features to look for in CRM

Whether hosted or licensed, these are some common features you'll want to look for in a CRM solution for your business:

Application Programming Interface (API): This allows the CRM solution to link with other systems, eliminating the need to enter information multiple times, says Clate Mask, president and chief executive officer with Infusion Software.

Multiple contact information: Users should be able to organize and access information by a person's name, as well as his or her company, says Harding. That makes it possible to view all the interactions that have occurred with a particular person, as well as with multiple individuals within a single company.

Dashboards: The system should provide a summary view of the sales opportunities underway across a company's customer base and the employees working on them. With this, promising opportunities are less likely to fall through the cracks, says Harding.

Delegation: Employees should be able to use the system to electronically delegate tasks to their colleagues.
Information entry and access: Employees also should be able to enter and access information from anywhere within the system, says Donaghy of SmartOnline. For example, if they've talked with a client on the phone, they should be able to enter details of the call under the person's name. Once in the system, that information should be accessible through both the individual's and the company's name.

Customer Experience Management (CEM) Versus CRM

The terms sound interchangeable: customer relationship management (CRM) and customer experience management (CEM). But they really help businesses with two entirely different business processes and small and mid-sized businesses would do well with a technology plan that marries the two. Though the term has evolved since it first made the scene 25 years ago, CRM now mostly refers to software used to manage and maintain customer records while CEM tools help a business enhance its customer interactions, says Ed Thompson, an analyst at Gartner, the IT research firm based in Stamford, Conn.

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Akshay_M View Drop Down Member Member

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Post Options Post Options   Thanks (0) Thanks(0)   Quote Akshay_M Quote  Post ReplyReply Direct Link To This Post Posted: March 31 2020 at 5:00am

CRM (short for Contact Relationship Management) software is essentially a sophisticated database that allows companies to track:

  • Companies and people they work with
  • Communication they have with those people/companies
  • Deals they are working on

You can generally configure most CRMs to match your company's sales process and then have your team track contacts/deals. CRM benefits your team by:

  • Allowing salespeople the ability to remember more interractions and better prioritize follow-up (they can make more calls)
  • Management gets visibility into their sales, a database to record all contacts + deals, and a better ability to project/plan

All companies with > 1 salesperson should have CRM.

Hope this Helps.



CRM Consultant

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