CRM Industry RRS feed

  • Question

  • In which industries are more usefull the Microsoft CRM? IS the CRM a tool important for the CFO of a company? Yes/No Why?
    Thursday, July 14, 2011 11:47 PM


All replies

  • Without knowing anything about why you may be asking your question, or how much you may know about Dynamics CRM or a CRM strategy in general, here's a high level description of CRM

    CRM (Customer Relationship Managment) is a business strategy designed to enhance customer relationships and customer satisfaction. CRM is a strategy for an entire company. Dynamics CRM is a tool to help facilitate this strategy. It allows people in an Organization to track customer data and client interactions (phone calls, emails, other activities and communications) throughout the entire organization. All of your business data is stored centrally (in one database). Therefore, everyone in the organization has insight into who is doing what with whom and what happened as a result. In otherwords, key information can always be found within the same place (as opposed to other peoples Outlook emails, spreadsheets, documents, binders and folder-- what's known as Data Silos).

    Now, obviously, each person in an organization has a different role and thus performs different functions within the organization. Dynamics CRM allows you to present and manipulate the data based on your specific rolein the company. That means that any given end-user will only be able to see and interact with the data that they need to do their job, but it's all stored in the same place.

    So does a CFO need CRM? absolutely. CRM was designed for everyone to use. But a CFO will need to be presented with the data in a different way than the CMO, or the COO. The CFO will want to see what Opportunities (prospects and leads) are in the Sales Pipeline, the state of their current clients, and how well the company has done this year, etc. This will most likely mean that the CFO will not really interact with the application the way an admin would, but s/he would most likely go into CRM to view data presented in dashboards or reports, and interact wit hthe reports so as to "drill-into" the data that he needs to see to make business decisions, send emails, follow-up with the sales team, etc.

    So regardless of how much a person uses CRM will depend on how they will need to use it and what the organization is using CRM for. Some Organizations use it for everything, some only use it for one or 2 departments, but this is really selling the concept of a CRM strategy short, as the less people that utilize the CRM tool, the less universal insight an Organization has into their business relationships, which is really the whole point behind implementing CRM.

    So, in summary, yes. CFO, CEO, CMO, COO, CIO, etc. should all use CRM.

    Friday, July 15, 2011 6:25 PM
  • I would look up XRM as a concept to understand why it works for everyone.  In short you can build applications on top of the CRM platform that can be used for almost anything, not just the typical functions of CRM.
    Jamie Miley
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    Friday, July 15, 2011 6:55 PM
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