构筑现代营销服务平台-微软CRM产品及解决方案.pptVIP

* * The capabilities outlined in the diagram above showcase the breadth of capabilities within Microsoft Dynamics CRM that help organizations provide consistent, effective service that improves the customer experience. The following slides illustrate the major capabilities of Microsoft Dynamics CRM in a customer service and/or contact center environment. The slides do not discuss major platform capabilities or technical architecture advantages – please supplement this ppt deck with slides from TDM deck or architecture deck. Account Contact Management Refers to the baseline activity of finding current customers, adding new accounts/contacts or editing the profiles (i.e. attributes) of current accounts or customers. Microsoft Dynamics CRM makes it very easy and effective for informal customer service personnel or formal Customer Service Representatives (CSRs) [e.g. call center agents] alike to quickly find, add, edit or delete accounts and contacts in the system. This includes productivity-enhancing features like Auto Complete (automatically populates field once user has typed identifying information) and Smart Search (provides pick-list of closest matching data based on user input – such as names of accounts). Also, Microsoft Dynamics supports two key technical capabilities: Complex relationship modeling (in database) including Many to Many (N:N), One to Many (1:N); and Many to One (N:1) relationships Robust import of data (such as account lists) including full de-duplication control at User or Administrator level * Interaction and Knowledge Management Many B2C and B2B companies conduct a majority of their customer service operations through formal Contact (Call) Centers. Microsoft Dynamics CRM provides a great platform for businesses or governments that operate Contact Centers. Microsoft Dynamics CRM can be surfaced through a variety of interfaces including: Microsoft Outlook Web Client through Microsoft Internet Information Server (IIS) Web Clien