This is a snapshot of the Industry Partner Communiqu� I send out every month. Every month I focus on a specific topic: Cloud, CRM and Application Platform and once in a while I cover a related topic such as Microsoft Dynamics in the industry (to be released in April.).
Goal of this communiqu� is to give a snapshot of what I think are big opportunities for our customers and partner ecosystem to embrace. All content is public and everyone has access to it even are dear friend competitors.
You can ?easily? subscribe (search for Microsoft Industry Partner Communiqu�) or read related stories. Feedback are always welcome and I do respond to all requests, questions on email.
For the CRM Communiqu�, I have interviewed several industry subject matter experts including Javed Sikander, Industry Technology Strategist for Worldwide Distribution & Services at Microsoft.
Javed Sikander: ?Customer centricity, as the term suggests, means keeping the customer at the center of your universe. As we see it, the concept of customer centricity has three pillars: clienteling, loyalty, and marketing.
Clienteling helps businesses engage with their customers in a meaningful way through personalized experiences across any channel. For example, a Retail sales associate can provide a customer who walks into the store with useful product information, show product usage videos on a hand held device and look up product availability without leaving the shop floor. A hotel check-in receptionist could note guest preferences from prior stays and use that information to have a room ready with the preferred room temperature, the television pre-loaded with entertainment likely to appeal to the guest, and a selection of favorite foods included in the room service menu-all in place by the time the guest finishes checking in at reception.
The second pillar, loyalty, means enabling loyalty programs that move beyond cards and points to provide cross-channel understanding of customer activities. A retailer with this kind of truly active loyalty program can enhance customer interactions and improve up-selling and cross-selling opportunities by providing their customers with loyalty points that can be earned in store and cashed on line or vice versa.
Finally, customer centric marketing and campaign management solutions give companies the ability to gather and analyze information that their customers freely share-on company websites or social networks, for example-and use that information to personalize offers directly to that customer.
Partners can easily extend Microsoft Dynamics CRM to make the Customer Centricity vision a reality for the Retail and Hospitality customers. Microsoft Dynamics CRM is a powerful business solutions platform that allows developers to quickly build collaborative, relationship management solutions that can be deployed on premise or delivered as a service.?
Interested in hearing more? Read a whitepaper or learn more about how Microsoft is helping partners to build solutions on Microsoft Dynamics CRM.
Thanks and don?t forget to read the Industry Partner Communiqu� to learn more about what CRM has to offer in specific industries
Stephane Boss
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