In today's fast-paced digital landscape, salespeople face new challenges that test their skills. To succeed in this demanding environment, it is essential to have the right information when engaging with customers. The sales journey is like an engaging strategy game, where it's all about delivering the right information at the right time to create impactful customer experiences. Unfortunately, many salespeople overlook a critical way to expand their knowledge: collecting customer feedback. This is a proven method for improving the shopping experience and deepening customer relationships. In fact, according to a Walker study, by the end of 2020, customer experience will have overtaken price and product as the most important brand differentiator.
Customer feedback is a valuable source for optimizing your customer experience throughout the sales process. Microsoft Dynamics 365 Customer Voice works seamlessly with Microsoft Dynamics 365 Sales to collect feedback and target customers at key points in their buying journey. In this way, valuable information is captured at critical steps in the sales process to provide relevant and contextual customer feedback. Companies can use these insights to further improve the customer experience.
Customer feedback is a proven way to improve the customer shopping experience and deepen customer relationships.
Taking customer experience to a new level: KPMG focuses on automation
In the world of the most successful companies, customer experience comes first. They are not afraid to ask their customers directly how they can improve. They strive to understand customer feedback - how their customers perceive the product, service, and sales team engagement - to gain valuable insights and identify opportunities for improvement. This continuous cycle of feedback and optimization leads to exceptional customer satisfaction.
One company that puts understanding customer needs at the heart of its strategy is KPMG Australia. Using Dynamics 365 Sales as a comprehensive sales solution, KPMG is delivering more value to their customers with every interaction. After capturing and analyzing customer feedback, they use the insights gained from Dynamics 365 Sales to develop targeted strategies to help their salespeople win even more satisfied customers.
We use Dynamics 365 Customer Voice and Dynamics 365 Sales to deliver the right solution to every customer at the right time. Through automation, we provide our teams with valuable feedback from our customers in the form of data and tasks. This allows our salespeople to not only be more effective and successful in preparing sales calls, but also provide the highest value in service.
Anthony Coops ● Head of Projects and Initiatives at KPMG Australia
To successfully stay connected with their customers, feedback is critical. With the right data, salespeople continually learn more about changing customer needs and foster a customer-focused culture. The result is stronger relationships and customers who remain loyal for life.
Improve your sales strategy: capture real-time customer feedback during the buying process
The buying process can be complex at times, for both sellers and customers. But here's the key: by listening carefully to your customers, you can simplify the entire process and make it a seamless experience.
With the powerful Dynamics 365 Customer Voice solution, capturing customer feedback during the buying process becomes a breeze and integrates seamlessly with Dynamics 365 Sales. Your salespeople can now be more flexible and effective in their interactions with contacts, accounts, and opportunities by gaining valuable insights from customer feedback. Watch the video here to learn how you can easily capture valuable feedback using surveys in Dynamics 365.
Once the survey is sent, Dynamics 365 Customer Voice automatically integrates the customer feedback into the appropriate contact or account record. The survey status is updated, and responses, customer sentiment, and triggering words are aggregated into meaningful survey results in Dynamics 365 Sales. This gives users an overview of trends and allows them to quickly access the data. Salespeople now have the ability to gather feedback at any point in the buying process, use the data to adjust their sales strategy at the right moment, and thus take customer engagement to a new level.
The power of personalization in sales: understanding customer needs and implementing them successfully
n a world where customers are looking for individual solutions, personalization in sales is becoming a key competitive advantage. Yet many companies fail to realize the full potential of personalization for revenue growth. KPMG has identified how Dynamics 365 suite can evolve its practice and processes to turn every interaction into a tailored experience.
"We are always thinking about how we can use our core systems to bring our teams closer to our customers to improve quality and customer experience. As we mature and leverage our technology in new ways, our obsession with quality and customer value has evolved from a "here's what you should do next" approach to a system with specific personas that recognize the unique needs and preferences of our teams and clients" - Anthony Coops, Head of Major Projects and Acquisitions, KPMG Australia
Surveys give your customers a voice and enable you to optimize the sales process. By seamlessly integrating Dynamics 365 Customer Voice into a unified customer view, salespeople can more effectively incorporate customer feedback. When combined with Dynamics 365 Sales, salesperson productivity is increased by applying automated processes and optimized activity flows based on salesperson feedback. With these valuable customer feedback insights, salespeople are better equipped than ever to drive revenue at every opportunity.
Conclusion - Customer feedback as the key to impressive customer experiences and sustainable success in sales
In today's digital landscape, it's imperative for sellers to have the right information to create impactful customer experiences. Gathering customer feedback is a proven way to improve the shopping experience and deepen customer relationships. According to a study by Walker, customer experience is now the most important differentiator for brands.
Recognizing the importance of understanding customer needs, KPMG Australia relies on the power of the Dynamics 365 suite. The seamless integration of Dynamics 365 Customer Voice with Dynamics 365 Sales enables salespeople to more effectively incorporate customer feedback and increase productivity. The company uses surveys to give customers a voice and continuously optimize the sales process.
The power of personalization in sales is a key competitive advantage. Businesses can better understand their customers' needs and deliver tailored experiences using surveys and deploying Dynamics 365 Customer Voice. With valuable insights from customer feedback, salespeople are better equipped to drive sales and deliver exceptional customer satisfaction at every opportunity.
Improve your sales strategy by capturing real-time customer feedback and leverage the powerful integration of Dynamics 365 to take your customer engagement to the next level.
To learn more about Microsoft's feedback management solution, visit the Dynamics 365 Customer Voice website or start your free Dynamics 365 Customer Voice trial.
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