Giving Your Customers a Voice

Bob,

Is there a way in Dynamics 365 connect a survey tool to our CRM contact data and use a workflow to send out an email survey in follow-up to customer service calls?
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- Mary Ann

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Dear Mary Ann,
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Absolutely, in fact there is a better way. Your Dynamics 365 Online application delivers with a module that you can use not only for case follow-up but other surveys that will help you understand customers’ needs and if you are measuring up to their expectations. Dynamics 365 Customer Voice is a much overlooked, but highly effective application that ingrates with your CRM contact data.  

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A Voice of the customer process is where a company seeks customer feedback about their experiences with your products and services, then transforms that feedback into actionable insights. These types of surveys can help you understand whether your brand, services, and products meet your customers’ needs. Knowing what your customers think, feel, and do can help you improve your business and make customers happy. 
When used correctly, Voice of the Customer (VoC) surveys can help you become more customer focused. You exist to give your customers what they want, and you can’t do that if you don’t know what their pain points are. VoC surveys give you a direct line to your customers’ minds so you can tailor your products and services to their needs, helping you offer exactly what they want—and nothing they don’t.

With VoC surveys you can discover:

• Prospect and/or customer interests in new products or releases
• Where within the buyer’s journey the customer experience can be improved
• Case resolution follow-up – timeliness of the response and how well the issue was resolved
• Ways to uncover and resolve any customer pain points
• Market share research
• Customer loyalty

 
See the following short video on Dynamics 365 Customer Voice > https://youtu.be/sbMReFrVYbs
 
Find additional resources:
 

• https://dynamics.microsoft.com/enus/customer-voice/what-is-the-voice-of-customer/
• https://dynamics.microsoft.com/enus/customer-voice/survey-examples/

 
Call us to help you get started.
 
[email protected] or call me at 330.929.1353 x 5224.