Functional Modules Of Dynamic 365 CRM
we will discuss the functional modules of Dynamic 365 CRM and get along with minute details about the features that are available within these modules.
The entire Microsoft Dynamics CRM is laid out by the following functional modules:
1.Sales
2.Marketing
3.Service Management
The functional modules are often referred to as “Work Areas”.
The CRM software is divided into three core modules, the classification is done based on the functionalities that are carried out by individual teams. All the users from the Sales team will be working on the sales module completely. It is the same case with marketing and customer service teams as well.
The life cycle of customer engagement
In order to manage existing customers and onboard new customers perfectly is nothing but the life cycle of customer engagement. To understand the life cycle of a customer engagement process, let us go through an example.
Let’s consider a bank that is primarily known for selling credit cards and loans to its customers. The general life cycle of the selling process is as follows:
1.The sales team engages with the customers
2.The marketing team gets the required information for the customers
3.The service team fulfills customer requirements.
Sales Module:
The sales module is one of the prominent modules within the CRM system. The sales module provides different options for the users to track all the information related to the sales activity and provides a life cycle of the new customer.
The following submodules are available within the sales module:
a. Leads
b. Opportunities
c. Accounts
d. Contacts
e. Competitors
f. Products
g. Quotes
h. Orders
j. Invoices
Now let us understand each and every submodule in detail:
Leads: In CRM terminology, a lead is nothing but a potential customer who is interested in the service provided by the organization but has not taken any action. This is an important aspect of the business because, if they are not able to convert leads into actual customers, the organization won’t be getting into the profitable zone.
Opportunities: Opportunities are nothing but a potential sale to a customer. If the customer or lead is interested in the service, the opportunity is converted into a real sale.
Accounts: In CRM terminology, the account is nothing but an individual or an organization that is constantly utilizing your services.
Contacts: Contacts are nothing but an individual or an organization that is constantly utilizing your services. For example ( all the customers using credit cards of a bank- in this case, the customers are called as contacts for the bank).
Competitors: Provides a list of other organizations that are providing the same service as your organization.
Products: Has a list of products that are offered by your organization. ( As per the earlier example, all the credit card plans will be the products associated with the credit card service).
Quotes: It is nothing but a formal letter where the price associated with the services will be provided to the customers according to their needs.
Orders: A quote that is accepted by the customers is nothing but Orders.
Invoices: Once the order is billed, then it generates invoices.
Marketing module:
The marketing module is another prominent module within the Microsoft Dynamics 365 system. It is designed to manage the end-to-end marketing campaigns so that the existing customers and new customers are aware of the latest services offered by your company.
In order to engage the customers, there are a lot of submodules that are available within the marketing module, and they are listed as follows:
1.Marketing lists
2.Campaigns
3.Quick campaigns
Let us understand the submodules in detail below:
Marketing list: Marketing lists provide a unique way to segregate your contacts lists based on different categories (i.e. contacts, accounts, leads). Based on the different groups, promotional emails, or event emails, newsletters are sent across. This helps the businesses to send appropriate and customized emails according to the user base.
The list can also be segregated based on the age factor. The lists can be completely configured based on the need and marketing activities can be executed.
Campaigns: Campaigns are also part of marketing activity or promoting a particular product or service. But a constant monitoring activity is carried out after unleashing the promotional content. This way, the activity can be tracked.
Quick Campaigns: A quick campaign also follows the same process as that of the campaign process but the purpose of the campaign might be different. This format can be used to quickly provide any relevant information about the product in a short span of time to a larger audience.
Service Management Role:
The service management role is a very important aspect of the business and within Microsoft Dynamics 365, there are a lot of submodules that are available to make sure the customers are satisfied with the services.
Below are a few sub-modules that are available within the Service Management module:
1.Cases also called Incidents
2.Knowledgebase
3.5.Contacts
4.Resources/ Resource Groups
5.Services
6.Service Calendar
The service management role is a very important aspect of the business and within Microsoft Dynamics 365, there are a lot of submodules that are available to make sure the customers are satisfied with the services
If any of your customers are not happy with the service or need some extra information from you, then they can get in touch with the support team. All of the requests are tracked under cases or incidents. This allows the flexibility for the customer support to answer or address the issue without any ambiguity.
Also, if you have employed multiple customer support executives, this feature works perfectly. Because, when a case is created, a unique ID is generated where it will be sent across to the customer. The customer can get in touch with the customer support team and whoever is available for that particular moment, will be able to understand the customer problem in real-time by using the case id number.
Once the problem is resolved, the case can be closed by updating the status. So, if your business has no cases open, that means all of your customers are happy with the service you are providing
This is a helpful section for customer support executives. This section has all the details about frequently asked questions, if the customer support executive is not sure about a specific question, they will have an option to look into the probable answer within the knowledge base.
Using this feature, the customer support executives can provide real-time information to the customers while they are on the call and resolve their concerns.
This section contains all the active contracts that the customer has with the business. So, whenever a customer gets in touch with the customer service executives, they can look into their existing contracts and answer any specific questions if they have any.
Resources are nothing but a piece of information, tools that are used to deliver a service. Using these resources, the customer support executives can resolve any specific customer concerns.
This section contains all the information about the different services that your business is offering
This is another module that can be used to schedule the work timings for the users who work within the business.
All the modules that are explained above represent activities. Any kind of interaction with the customer can be defined as an activity. The activities can be related to accounts, contacts, leads, etc.
The following is a list of all activities that can be carried out within a CRM system:
a. Email
b. Phone call
c. Task
d. Appointment
e. Letter
f. Fax
g. Campaign Response
h. Campaign activities
i. Service Activity
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