Microsoft offers free CRM downloads to help companies beat the downturn

Free software extensions aimed at helping users get more out of their Microsoft Dynamics CRM suite – this is Microsoft’s contribution to recessionplagued companies...

 

Called CRM accelerators, the eight addon modules are downloadable at no cost and showcase how the Dynamics CRM 4.0 platform can be configured and extended to broaden sales and services capabilities, as well as to meet specific business needs.

Discussing the accelerators, at the recent Microsoft Convergence conference in New Orleans, Kirril Tatarinov, head of MS business solutions, said that to survive the downturn companies need to become more dynamic.

Obviously, he was selling Dynamics, but the take-out for business was that CRM accelerators can make a real difference to managing customer and supplier relationships.

Indeed, Forrester analyst Ray Wang commented that Microsoft wants “to do the right thing to get customers on-board. They are making it as easy as they can for people to buy their software.”

Tatarinov described the new modules as being part of today’s business ecosystem.

“When I think about the connected ecosystem, CRM comes to mind right away. In economic down-times the importance of customer relationships is amplified exponentially.”

He said the accelerator modules could help maximise Dynamics’ functionality “to deliver outstanding value to customers”.

The eight modules include Analytics, Business Productivity, CRM Notifications, Enterprise Search, eService, Event Management, Extended Sales Forecasting and Sales Methodologies.

The eService module could be of particular interest in these cost-conscious days as it seeks to improve customers’ satisfaction by giving them the option of helping themselves via the web – avoiding all that call centre frustration – but web initiatives are also cost-effective for business, with the added bonus of extending operating hours.

The module includes an option to chat with a service rep however, should the need arise.

The accelerator includes a quick selfservice portal set-up; knowledge base search; service scheduling; and customer profile, case and data management. 

Five tips to leverage Dynamics CRM

Microsoft has also come up with five tips to help Dynamics CRM users leverage the software and improve customer relationships, which have become so much more valuable in these difficult times.

Microsoft CRM general manager Brad Wilson told the Convergence conference that there had been a fundamental shift in thinking at many companies, “with the net asset value of the business now being defined by the value of customer relationships”.

This has pushed CRM up the software priority list. He advised executives to focus on these five key areas to improve customer relationships:

1) Focus on existing customers – get a single view of relationships across time. There is a lack of specific processes aimed at retaining customers and growing these relationships, and attention needs to be paid to this area.

2) Prioritise sales investment – know your sweet spot and focus resources on this. Balance mainstream deals with elephant hunting and use technology to streamline processes.

3) Simplify service – being able to have a unified desktop, with a single view, benefits users far more than having multiple applications open. Integration of backoffice and customer systems can help.

4) Right-size service costs – look at the services you offer and make low-risk transactions self-service. Tier service so certain customers get a more personalised touch. Shift as much knowledge look-up and basic transaction work online as is possible.

5) Re-think marketing – know your returns on marketing investment and on customers. Don’t waste money on activities that aren’t aligned with sales activity. Use scorecards to provide insights.

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Visit the Microsoft Dynamics exhibit in the CRM Pavilion

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