CRM They Will Use
Updated: June 30, 2004
CRM solutions used by big organizations can be complicated and
difficult for employees to learn and use. In a recent study by AMR
Research (CRM: Pain or Profit?), 47 percent of surveyed companies
reported serious challenges with end-user adoption, often putting
deployment in jeopardy. If a CRM solution is too hard to learn, your
sales and service forces simply may not use it.
By contrast, Microsoft Business Solutions CRM can offer your employees an intuitive interface
tightly integrated with applications they probably already know. In
addition, together with Microsoft Windows Small Business Server 2003
Premium Edition, it can provide many
of the CRM capabilities that used to be available to big businesses
only.
Sales and service representatives using Microsoft CRM can work from within Microsoft
Outlook to access comprehensive customer or incident histories, view
product and sales literature, track customer related tasks and
appointments, and manage contacts.
Figure 1.1 Microsoft CRM and Microsoft Outlook
Since Microsoft CRM works seamlessly with Outlook, system users can
achieve unmatched productivity in managing their customer interactions. A
Microsoft CRM user can quickly take a received e-mail from a prospect,
promote the e-mail to a customer record, and use pre-configured workflow
rules to schedule future interactions with this prospect—all without ever
leaving the Outlook interface.
And once a representative associates an Outlook contact with an
account, a 360-degree view of that customer becomes available. Any future
interaction—whether it be an e-mail message, fax, appointment, or other
activity—is automatically added to the history.
Microsoft CRM works with the latest Microsoft operating systems and
servers, including Windows Small Business Server 2003 Premium
Edition. It also operates seamlessly with familiar applications like
Microsoft Excel and Microsoft Word, so your sales and service forces
can get the most out of their customer interactions without having to
spend time learning new applications.
With more than 100 standard reports available to examine sales,
service, and administrative processes, organizations can make informed
business decisions as a direct result of their Microsoft CRM investment.
Visit Event Archives
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Listen to a one-hour webcast moderated by Martha Rogers, Ph.D., founding partner of Peppers and
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report The CRM Blueprint 2004: How Customer-Focused
Strategies and Solutions Drive Productivity, Profitability, and
Growth.
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