The customer service module in CRM will all but guarantee a great customer service experience. Service management also stores your contracts and any cases you may have with your customers as well. The service management offers a ‘knowledge base’, which serves as a digitized version of the tribal knowledge within your company. From a marketing perspective, you can manage your campaigns and call/ email lists to better target a customer segmentation to drive your sales. Additionally, CRM offers robust marketing and service management capabilities. All information related to a sale is consolidated to one view and offers visibility across the departments of your organization. Also, just as in the sales and marketing module of AX, you can manage contacts/ accounts, activity within those accounts, and any kind of opportunities, quotes and/or orders. You also can develop your own ad-hoc reporting functionalities to personalize information that you need. CRM offers similar role-based reporting to give you analytics and reports generated by your sales team. Microsoft Dynamics CRM offers many of these same functionalities and more. All these functionalities are possible with the integration to AX. Email sales orders to customers, analyze data with Excel or create sales quotation templates in Word. Microsoft Outlook, Excel and Word can be integrated with AX as well. Track orders, execute refunds, and manage customer information, you name it and the call center module in AX can deliver.
In addition, by utilizing your global address book and the call center module, you have the ability to deliver high-end customer support.
It would eliminate jumping around different systems, manual processes like emails and calls, and general human error. Essentially, the quote to cash process can be streamlined to improve efficiencies across your company by leveraging the module integration and workflow functionalities. This makes it relatively easy to convert a sales quote to a sales order to receiving cash as all of these items are innate to AX. In the Sales and marketing module, you can manage your leads, opportunities, and sales quotes right from your AX ERP. This feature can be very useful for tracking the metrics generated by your sales team. Many AX users are familiar with the concepts of role centers, which offer quick analytics and KPIs to see how your business is running. Let’s start with the CRM functionality in Microsoft Dynamics AX. Both of these solutions have their differences, as well as their similarities, which we will highlight below so you can determine the best fit for your company. You can utilize the CRM functionality in the Sales & Marketing and Call centers modules of Microsoft Dynamics AX or go all in with Microsoft Dynamics CRM.
Microsoft offers two software platforms in order for you to improve and grow your relationships with your customers. It can be argued that the most important aspect of a healthy business is how well you manage your relationships with your customers as they are the basis for your revenues. However, sometimes they can be difficult to track and maintain in and across systems. We all love customers! They are vital to our respective businesses. Posted on: Octo| By: Jarrod Kraemer | Microsoft Dynamics AX/365