Enhancing Customer Experience through CRM Power Apps

Posted by CongruentX on June 1st, 2021

Customer experiences vary. A customer may have signed up for a cell phone service or fallen for a rebate. Afterward, they find that the excess features of cell phone service or rebates on mortgage loans were just to ward off rivals. And post-purchase, the automated telephone systems make the navigation so frustrating that harried customers search for real-life human connect.

Any product with its excessive features or baited rebate coupled with the paucity of personal connection with customers all points out the quality of customer experience. Unfortunately, companies do not realize that cunningness or indifference makes a customer determine to do business elsewhere.

What is CX Services?

Customer experience is a culmination of everything a company offers- product or service features, packaging, advertising, quality of customer care, reliability, and ease of use. The customer experience (CX) refers to an end-to-end interaction a customer has with a business, including both pre-and post-sale. In contrast, customer experience services, referred to as cx services emphasize actionable plans and deliver positive, meaningful experiences across interactions to customers.

The benefits of CRM power apps

Many organizations, including charities, non-profits, and government departments, are using power apps. The power apps can provide a CRM core functionality. What was known as CRM along have but not named one for its suite of business applications is Dynamic 365, a Microsoft product. The CRM power app is built on the larger Microsoft power platform and whose capabilities are built on cloud service. The dynamic 365 power app has all the functionalities that a CRM system has, such as sales management, customer support management, or dynamic customer service. Other functions include Marketing, Project service, and field service.

Surveys on customer satisfaction have revealed only about 8% as superior. Still, the same survey with companies found that 80% think their services are exceptional.  Obviously, there is a gap, and improvements are minor. The problem is not with the customers as they have a greater number of choices than ever before.  It is the companies that require integrated solutions that will win the loyalty of time-pressed customers.

Features of CRM Power Apps

• Improved selection and discovery Power Apps mobile
• Model-driven App notifications
• Allows improved navigation in model-driven apps
• Allows remote working with integration to Microsoft Teams

• Allows exporting of documents from app to PDF format
• Provides unified Interface experience and detects duplication

With the use of CRM power apps, many companies have zeroed in on customer experience, and get a measure of customer satisfaction and have plenty of data. The data feedback initiates a closed-loop process in which every function worries about delivering an excellent customer experience.  The management ensures that the offering is kept in balance and not linked to the bottom line. The customer satisfaction process comprises three kinds of customer monitoring: past patterns, present patterns, and potential patterns. These patterns are also referred to by the frequency with which they are measured, like persistent, periodic, and pulsed. By understanding the different purposes and owners of these three techniques and how they work together, a company can turn plans of customer focus into a real business system.