WEEK 12 – CUSTOMER RELATIONSHIP MANAGEMENT

     Microsoft CRM which stands for customer relationship management is to establish a 360 view of customer interaction, sales opportunities, deliver value to customers and implement more effective campaigns. In order to improve sales Microsoft usually plan price lists, discounts and unit groups.  The team members or organizational workflows assign leads and tasks so they can capture and track all lead details in one system. When purchasing Xbox, customers are required to log in and supply information such as their name and email address.  Xbox 360 members get delivered notifications and alerts through mobile device as well as services and opportunities. To create better customer service Microsoft allows customers to have accounts where they can create, manage and resolve cases by phone, email, chat, and web or in person which Microsoft usually have team members who are there to respond back to the customers. For marketing data, Microsoft has other sources such as Microsoft Dynamics CRM. Microsoft strategic plan is usually to pinpoint best marketing efforts.  To do so they create highly targeted lists and associate them with campaigns for specific groups in order to capture their attention correctly and have them focused on the item. For example past blog post have shown an article where for the launch on Xbox 360 celebrities as well as potential customers came out and participated in the showcase of the new system called Kinect.  With the use of technology which has become so crucial, it allows marketers to really reach out to the target audience in several ways to persuade them in the upcoming items and have them buy.