With an offering that includes a focus on CRM portals, Microsoft is adding real-time customer experience which is of great value. Of special note is the inclusion of portals that extend beyond the firewall to engage external communities.
These CRM portal solutions will allow companies to “engage external communities across customers, employees and partners, providing access to resources and information, streamlining simple tasks and making it easier to get the right help for more difficult problems.”
The first of the CRM portal solutions we will look at the customer portal. This is a platform where customers can go to solve relevant problems they might be experiencing by using self-service knowledge as well as other support mechanisms.
The customer portal creates an environment which is informative and helpful; one which can help to reduce the number of customer support incidences your employees have to action. Customers are essentially empowered to find solutions at their own convenience, creating a great customer service experience.
The customer service portal creates a space where customers can submit and manage cases, browse content for the desired information and submit feedback to further improve your business processes and offerings.
A CRM solution is a multi-faceted platform where all things crucial to customer relationship development and retention are stored. Without the support of a CRM solution, business relationships look and function dramatically differently.rehabilitation.
It also allows you as business owner to engage with the customer. The CRM customer portal can be used to strengthen customer engagement by growing your community, publishing articles and offering helpful information, as well as gathering feedback that can be used to enhance customer satisfaction and creating a forum where customers can provide ideas for product and service offerings.
On these forums you can encourage and gather feedback from the community, release information on your products and services before it goes mainstream, and have special offerings to build brand loyalty.
Such a forum becomes an interactive conversation between you and your customers as well as between customers themselves. Customers can interact, which further strengthens problem-solving as they can provide support for each other.
CRM portals have certainly expanded on the reach of customer service and customer relationship management.