How Does Microsoft Dynamics 365 CRM Improve Customer Retention?

Most of the companies have their data scattered in various systems. These systems can be

  • A CRM tool
  • Web analytics tool
  • Automated email marketing tool
  • Social media management tool
  • And more

Management of all such tools are done by different vendors and here comes the problem of integration. Such a situation results in extrapolated insights between various tools. This scattered approach reduces efficiency and consistency. But the consolidation of all such platforms in one single source marketing tool can make the work easy. This is what Microsoft Dynamics 365 CRM tool does.

Customer relationship management or CRM is a data-driven solution which makes it easy for business to handle activities associated with customers and prospects. Right from nurturing leads to managing sales data, Dynamic 365 CRM covers everything which comes under sales and marketing like customer or field service. This system keeps the data in centre, thus making it possible for employees to access it anytime and any moment when they need it.

Track sales opportunity, create customized dashboards and reports, know about customer behaviour and automate the complete marketing tasks through CRM systems. Acceleration in efficiency through data centralization allows marketing teams to emphasize on crucial matters, grab all the sales opportunities and cater optimized user experience. 

Is Microsoft Dynamics 365 CRM really needed by your company?

To know the answer of this question, think about the customer retention policy of your company. How will your company manage if the sales rep leaves his job? Can you transfer the customer accounts smoothly to the new sales rep? Can the new sales rep get all the history of customers’ accounts? If your answer is ‘No’, then you surely need Microsoft Dynamics 365 CRM.

Take a basic example of accounting automation, it is easy to track information of customers’ account through a CRM tool. All the information will be mentioned at one place and data will be updated and monitored regularly. It is true that without CRM business can run smoothly for a while. But the danger is yet to come. Eventually employers will realize the time wasted when information is missing, opportunities which slipped from their hands and the damage they need to face when the customer is not serviced properly. All the above things will have a bigger impact on customer retention, as they may move towards the competitors because of disappointment.

Now with all such benefits of CRM, Microsoft Gold Certified partner EPCGroup explains how Microsoft Dynamics 365 CRM can help in customer retention.

Better Visibility

Whenever a customer makes an enquiry about a company's services through email, phone call or by filling the form on a website, the sales team should be aware of the customer's history. A complete information about the customer will draw a clear picture about him which is helpful in building relationships.

Thanks to the Microsoft Dynamics 365 CRM which finds customer’s information in no time. It gives immediate access to all the relevant customer data, thus customers don’t have to repeat the information in front of a new person which interacts with them.

Personalized Communication

Communication should be proactive. While talking with the customer, it is better to address their pain points right from the beginning. For instance:

  • Hi Mr. Jackson may we know the reason behind your product return? Was it not suitable for your application?


  • Hi Mr. Jackson, How can we assist you today? Are you a new or existing customer?

It is quite obvious that the first message reduces the frustration level of customers and can increase their satisfaction level which results in customer retention.

Dynamic 365 keeps a track on all the customers’ records which can be referred by the users while creating messages or responses.

Quick Response

In case of any trouble, customers contact the company and want their issue to be resolved soon. Customers may feel satisfied if they get an acknowledgement mail from the company, stating that their request is received and the issue will be resolved quickly. 

Mentioning of routing rules in Dynamic 365 will permit multiple people in the team to remain updated about the support request. Dynamic 365 web portal will facilitate customers to raise a service ticket, which sets up workflow for acknowledgement mail generation. This will give assurance to customers that the team is working on their request and it will be resolved soon.

Efficient handling of sales team workload

When the companies’ sales persons are working on more than one account, it becomes difficult for them to maintain the quality a customer expects. CRM can make this work easy for sales people by managing the workload thus they can keep the same level of customer satisfaction level.

Also Dynamic 365 let the sales managers and directors be aware about the reason why customers are not retained, through an updated sales pipeline. This tool informs about the stalled processes, salesperson activities as where he missed the necessary information and where customers haven't received the desired care. All such things help managers to better handle their team, which ultimately leads to customers’ retention.

Renewals and Extensions

In many organizations, customer retention depends on renewals or product and service extension. Without CRM it may be hard to track all such things. Manual process results in missed renewals and chance to cross-sell and upsell. 

Dynamic 365 makes the renewals on time through artificial intelligence and continuous monitoring. The CRM will also give suggestions to sales persons to up-sell or cross-sell to those customers who are more likely to buy the product or service.

In a nutshell

Dynamic 365 CRM lets the company know about the complete data which a customer leaves every time when he interacts with the brand. This Microsoft tool analyses and maps the data from all the channels and then blends it into real-time insight for each customer which involves in any product purchase. The biggest benefit of this tool is it removes the manual process and automates the reporting process, thus helping the team to gather customer’s data easily to serve them better. This is how the customer retention is achieved. 

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