CRM Vertex subscriptions can be cancelled at any time (no minimum purchase) and start with the first 30 days free. So, check out the features or signup now to see how to engage your customers through a customer portal designed for Microsoft Dynamics CRM. Every business agrees with wanting to drive greater customer satisfaction. It’s pretty much an undisputable goal. I personally prefer the idea or goal of driving higher customer engagement. An engaged customer may not always be satisfied but they care enough to let you know if you haven’t met their expectations. A disengaged customer simply will find a different vendor. Therefore, both satisfaction and engagement are important measures of your businesses long-term success. So, how do you use software to efficiently improve customer satisfaction and engagement? Well, a popular response to that question would be to look at a Customer Relationship Management (CRM) solution like Microsoft Dynamics CRM. It’s logical, those types of solutions are designed to support your sales, marketing, and customer service functions and are flexible applications that can be easily customized to meet your unique business needs. However, I think a CRM system is more focused around driving customer satisfaction than true engagement. A stand-alone CRM system will keep better track of your data, automate certain processes through workflows, and provide good insight into your relationship and history with a client. However, it falls short in two key areas. First, there tends to be a significant amount of customer data in a company that isn’t located in a CRM system. A couple examples of this would be documents and accounting data. Integrating your CRM solution to a document management solution like SharePoint or to your ERP solution significantly adds value to your CRM experience. Now, your employees can find documents, invoice data, and other important information all in a single location. The second shortcoming of a CRM system is that your customers themselves don’t have access to this information. Now, let’s be clear…they should not have access to see everything about their account record. However, allowing customers to interact with your business through a CRM system can provide huge efficiencies and a great tool for driving customer engagement. Some simple examples include allowing customers a self-service portal to reprint an invoice, open a support case, search for a knowledge base article, or register for an event. Tying your web/internet presence to your Microsoft Dynamics CRM system can deliver significant value to your customers while lowering your overall costs! Small and medium sized business today tend to invest heavily in a web strategy that is often totally segmented from their backend systems. It is often thought to be too expensive. Therefore, customers are pushed to call or email to get questions answered. This may be acceptable to some customers, but many have expectations driven by the consumer tools, apps, and sites they use every day. So, how is a company supposed to provide a customer support portal integrated into their backend systems? Well, if they are running Microsoft Dynamics CRM we have the answer – CRM Vertex is a Portal solution for Microsoft Dynamics CRM which can be purchased via a monthly subscription or a one-time software purchase. The subscription purchase can be provisioned in a matter of minutes via an Azure hosted site and can be configured equally as quickly. CRM Vertex has been implemented on premise with dozens of companies over the last year but is available via subscription starting in December 2013. This product provides a unique out-of-the-box application to get a Customer Portal, Community Portal, Partner Portal, or numerous other types of portals up and running quickly. It also provides the opportunity (through the Enterprise version) to have a completely customizable solution. The Enterprise CRM Vertex Portal also provides an abstraction layer that makes development and integration with Microsoft Dynamics CRM much easier. Finally, coming in early 2014 will be the Module Builder for CRM Vertex. This tool will allow both Professional and Enterprise customers the ability to create modules for CRM Vertex (no coding required) to expose custom entities from within Microsoft Dynamics CRM.
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