Do Microsoft Dynamics CRM & ERP go together like PB&J?

If you are already running a Microsoft ERP solution, like Microsoft Dynamics AX or Microsoft Dynamics 365 for Finance and Operations, wouldn’t it make sense to add customer relationship management (CRM) functionality?

We’re sometimes surprised how many companies don’t use both solutions, so we decided to compile a list of 5 reasons why you should consider adding CRM, specifically Microsoft Dynamics, instead of other CRM solutions on the market today.

5 Reasons to Add Microsoft Dynamics CRM functionality when you are already using Microsoft Dynamics ERP

ERP and CRM1.  Improves customer engagement

When ERP and CRM are disconnected, there’s a high risk that your front office and back office are unaware of each other’s issues, which can be a recipe for a customer service disaster, like:

  • Promising out-of-stock product
  • Being unaware of quality control issues
  • Producing products that customers no longer want

Using an integrated Dynamics 365 Implementation gives you visibility into the entire customer lifecycle, and can make you situationally aware of critical events happening within an account.  You can see the entire customer lifecycle from initial touch point where they become a lead, all the way through sales, into manufacturing production or services, and finally into customer support.

2. Empowers employees to make better decisions

Each department retains control of their business area, but also has visibility into critical areas that impact the entire company. You can use this information to find patterns, trends and opportunities for a business transformation.

SQL Reporting Services, PowerBI, Cortana Analytics and similar Business Analytics solutions can not only transform volumes of Microsoft Dynamics data into meaningful information, but can almost instantly disseminate this information to employees.

3. Helps optimize operations

Going “all Microsoft” means that your business management software is:

  • Easier to use. Because the system has a familiar look-and-feel, and works so well with the Microsoft Office 365 productivity solutions like Outlook, Word and Excel, you’ll see higher user adoption rates and less end-user training required.
  • Easier to maintain. Administrators familiar with Microsoft can quickly come up to speed on CRM. Microsoft Dynamics 365 is structured using a Common Data Model. That means that when vendor, customer or pricing information changes, the changes ripple automatically throughout the business systems.

4. Provides insights for innovation

Having deep insight into your customer and product lifecycles presents you with opportunities to transform your products and services to improve your competitive edge.

  • Where are you losing customers?
  • What else may they want to buy?
  • If you were to add a new product/service line, is there a ready market for this offering?
  • How can you differentiate from your competitors by delivering a better experience?

5. Is a safe bet for the long term

Microsoft is investing heavily in cloud computing and digital transformation offerings. According to their annual report, last year they spent nearly $12 Billion dollars in research and development. Microsoft Windows remains the market leader for operating systems. Office 365 is now used by more than 70 Million people every single month. Microsoft Dynamics 365 is strategic to Microsoft’s business plan, and these solutions will just keep getting better over time.

Author: Will Moseley, SVP – CRM Business Development

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