Customer Relationship Management Using Microsoft Dynamics 365 Customer Service

Customer Relationship Management Using Microsoft Dynamics 365 Customer Service
Objectives:
• Understand the principles of customer relationship management using Microsoft Dynamics 365 Customer Service
• Learn how to effectively utilize Dynamics 365 to enhance customer interactions and drive loyalty
• Develop skills in managing customer relationships, tracking engagements, and leveraging actionable insights for business growth
Course Content:
• Introduction to Customer Relationship Management with Dynamics 365
• Overview of CRM principles and the role of Microsoft Dynamics 365 Customer Service
• Understanding the importance of customer relationships in business success
• Utilizing Dynamics 365 for Customer Engagement
• Exploring the features and functionalities of Dynamics 365 for managing customer interactions
• Leveraging Dynamics 365 tools to drive customer loyalty and growth
• Managing Customer Relationships with Dynamics 365 Sales
• Implementing strategies to classify and document new customer accounts
• Developing customer hierarchies and relationships for effective account management
• Enhancing Customer Support with Dynamics 365 Customer Service
• Providing personalized support across multiple channels such as email, chat, and phone
• Leveraging customer history for delivering tailored and efficient customer experiences
• Driving Marketing Effectiveness with Dynamics 365
• Creating segmented customer journeys to guide customers through educational touchpoints
• Using Dynamics 365 Marketing tools to engage customers at every stage of the buyer’s journey
• Optimizing Workflows and Automation
• Streamlining marketing, sales, and customer service processes with task automation
• Enhancing team productivity and focusing on high-impact activities for business growth
Who Can Attend:
• Sales representatives
• Account managers
• Customer service professionals
• Marketing specialists
• Operations teams

Methodology
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities
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DATE:
1ST BATCH: 21st, – 24th Jan, 2025
2ND BATCH: 24th – 27th June 2025