Multi-Channel Customer Engagement in a Cloud First, Mobile First, Social World (LINK)
Your buyers are more educated, experience-centric, global, online, and proactive than ever...it is the Age of the Customer, after all. And as a manufacturer, selling to your buyers isn’t always easy or clear-cut. You have Partners, Channels, & Account Relationships to manage, product catalogs for customers to search, size, & select, quotes to deliver, orders to fill, and reports to deliver. To keep up with your buyers’ demands, you need accessible, reliable ways to engage your customers & channel partners all the time, everywhere.
The question is -- how do you better engage in your multi-channel, complex product world?
Customer Engagement is about connecting with the right people at the right time to sell the right products to your customers both when they want them, and when you know they need them. It’s about being easy to do business with so that your customers stay happy and loyal.
Satya Nadella said, “In this cloud-first, mobile-first world, Microsoft is absolutely focused on empowering people to get more done wherever they need to and on any device.” For Customer Engagement, this promise is coming through in Microsoft CRM Online, which enables you to connect with your customers socially, on mobile, collaboratively, and analytically wherever you are. This Microsoft article outlines the most recent benefits of CRM Online. For our Manufacturing Customers, we see mobility & social driving smarter and more meaningful Customer Engagement:
• MOBILITY – you and your sales and service reps can have a rich mobile offline experience so that wherever you are (airport, coffee shop, gym,…), you can manage quotes, orders, and invoices, whether or not you are connected to the internet. Your customers expect you to be available 24/7, and now you can be on your mobile.
• SOCIAL – regardless of your affinity to social media, your customers are on it, and maybe even talking about you in their social channels! With Microsoft Social Engagement (included in CRM Online), you can track customer engagement through social media and know – what your customers are saying about your service, if your brand has a positive or negative sentiment in the market, how your customers feel about your products. With this knowledge and insight into your customers' opinions and reactions, you can respond and engage to drive customer satisfaction.