Last updated on April 3, 2020
If digital transformation drives customer experience today, then customer relationship management (CRM) is central to managing that experience. Conventionally speaking, sales roles in the past depended largely on the person’s ability to encourage, motivate, and convert a sale – i.e., success relied on the personality of the salesperson. Increasingly, however, that is no longer enough.
New demands in sales management roles have become far more analytical about the value it presents to customers, articulating business success, etc. – i.e., the outcome is defined by the personality of the customer. As a result, great sales leaders today are running their operations with the precision of an engineering firm. Data with a layer of AI-led analytics and personalization to performance management is helping sales teams to inculcate best practices and boost business growth.
In my previous blogs of the Microsoft’s Dynamics 365 CRM series, we deep-dived into what makes Dynamics 365 unique for marketing, driving operational efficiencies, and managing customer relationships. Today, let’s understand how AI-driven sales insights from D365, enable sales teams to minimize routine tasks, build personalized relationships, and navigate ahead by keeping their best foot forward.
Dynamics 365 AI for Sales: Must-know features
In an era when consumers have more choices than they have time, companies are being forced to have a holistic view of their buyers, predict buying intent, and then orchestrate a tailored buying journey for the customer. A host of features from the D365 Sales are dedicated to sales with two primary roles in focus.
The first is of a sales agent or seller who initiates, negotiates, and finalizes sales with customers. The D365 application helps the seller analyze the overall communication with the customer, ‘lead analysis’ understand which leads show the best chances of conversion, and ‘opportunity analyses to list out the potential customers. The second role is of the sales manager. For this role, D365 for sales is designed to give clear analytical information about the sales manager’s team. This includes reports about the team’s performance and customer call analyses.
The platform even connects well with the rest of the Microsoft family products such as Exchange, LinkedIn, and Outlook and even scores communications using machine learning to provide sentiment to customer conversations/activities. Here’s a closer look at the host of cool features businesses can take advantage of with D365 for Sales.
Through a single dashboard, you can:
The heartbeat of modern sales: Sustaining consumer relationships
Transformations in sales models aren’t new. But gone is the sales culture where decision-making is based solely on ‘gut-feelings’ and personal relationships. With D365 increasingly becoming popular among businesses, it is clear that the science of change involves a deep digital understanding of the customer, their behaviors, wants, and demands.
The promise of data-backed, one-on-one marketing, and sales is not only possible but also increasingly what customers expect from businesses.
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