What is Customer Relationship Management?

Customer Relationship Management (CRM) is about creating and maintaining strong relationships with your customers through structured management of data and interactions. A CRM system brings all customer information together on one platform so that sales, marketing and customer service can collaborate more effectively. It provides a 360-degree view of the customer journey, makes it easier to personalise communication and ensures that no important details are lost. With the right CRM solution, your organisation can not only increase customer satisfaction, but also strengthen its competitiveness by making data-driven decisions.

No matter how good a CRM solution is, it will fail if no one knows how to use it

We believe that it takes more than a fancy, chrome-plated CRM system to make an impact, including the ability to understand the organisation you're dealing with. That's why we consciously work to integrate user adoption and change management into our CRM projects. We think it makes the most sense.

CRM or CE

Some call it CE (Customer Engagement), while others know it better as CRM (Customer Relationship Management). At Me'ning, you can call the system whatever makes the most sense to you. As long as we understand each other. And speaking of CE or CRM, we build your solution on Microsoft Dynamics 365 CE.

CRM makes sense for you and your customers

With CRM, you can create automated customer journeys based on their actions and preferences. This means higher revenue, reduced costs and a closer relationship with your customers.

3 reasons why a CRM system is a good idea

• Your customers get a better and more coherent experience

• Your employees get more usable and effective tools across the organisation

• Taken together, it can create more sales and more value for your business

Get your organisation's departments talking to each other better with a CRM system

With CRM, you get an efficient system that allows your organisation to work better together across departments. Sales can be automatically notified when it's relevant to contact a customer, and customer service has a full overview of the customer's history and purchases.

Modules for Microsoft Dynamics 365 CE

With Microsoft's cloud-based CRM solution (Microsoft Dynamics 365 CE), you get access to four modules. They all look at the same database and platform.

Customer Service: Tools that guarantee a high level of service and customer loyalty

CRM Customer Service gives your customer service representatives the best tools to deliver the highest possible level of service to your customers, whether it's on the phone, by email or online. Good, personalised interaction with the customer is crucial to strengthen the relationship and ensure customer loyalty and retention.

In the system, customer service representatives can get an overview of customers, track and record issues, and view cases and statuses. This makes it easier to make the right decisions and meet customers' service needs.

Sales: Identify high-potential prospects

With CRM sales, your sales reps can see where your customers are in the decision-making process. What they've bought and what they haven't bought yet. This makes it easier for salespeople to assess which customers to focus on and target their efforts towards. That way, they can focus their energy on the realistic customers. This results in more offers and engaged customers, which leads to more sales and higher revenue.

Marketing: Effective and targeted marketing

CRM is essential for creating more effective and targeted marketing. In the CRM system, you can plan and coordinate campaigns, make forecasts and measure activity levels and effectiveness. It is also possible to create target groups and segments, write and create newsletter flows, measure ROI and view reports with key figures.

Of course, all customer data is synchronised with the Sales system so that the two departments can jointly engage, nurture and convert more leads.

Field Service: Provide a proactive service

It's not just employees in the office who benefit from a CRM system. CRM makes it possible to optimise service tasks for technicians on the road, for example. In the CRM system, technicians can get a 360-degree view of customers and guidance so they can solve the customer's problem faster. They get access to history and data so they can predict, detect and solve problems before the customer is even aware of them.

All of this helps to optimise planning internally and build trust and loyalty for the customer.

Microsoft 365: Many tools to streamline workflows

You probably already know Word, Powerpoint and Excel. But Microsoft 365 is much more than the Office suite. Microsoft 365 contains many tools that can streamline workflows in your business. Among others, these six: SharePoint, Teams, Yammer, Office Delve, OneDrive for Business and Power BI.

Microsoft 365, formerly known as Office 365, is made for the modern business where flexibility is an important factor.

For the CRM solution to be successful in your business, your users need to understand why and how to use it. That's why we talk about user adoption and change management rather than technology.

Our experience ensures that you don't misjudge the scope of the implementation

Where the chain often breaks is during the implementation of the CRM system. Many people misjudge the amount of resources a CRM project requires within their organisation.

With years of experience, we know that a CRM system is complex and not something you just "grab off the shelf". That's why we involve you and your users on an ongoing basis and are honest about the time you need to invest in the project.