How Business Outcomes Drive a Successful Microsoft Dynamics 365 (CRM) Initiative

Published December 13 2018 by Dominic Telaro
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In this blog post, Win More Business with Microsoft Dynamics 365 for Customer Engagement (CRM) + CORE we talked about our CORE methodology and how it helped a large manufacturer build an impressive pipeline and ultimately win more business.

To recap, CORE is Alithya’s Customer Owned Rapid Engagement methodology. The first step in CORE is defining your top three business outcomes.

In initial project meetings, we ask your team: What are the top three most important outcomes for your business that we want CRM to deliver?

For example: would your sales team benefit more from improved visibility of demand in the market, or from having more time to spend on their relationships with existing prospects and customers? Is accurate forecasting the single biggest must-have for management decision-making, or is reporting on project profitability more important? Depending on the scope of the project, this can be accomplished over the phone, or in an in-person conference room session.

Focusing on a small handful of outcomes, rather than attempting to boil the ocean, is of vital importance to CRM success for several reasons:

  1. It helps keep the project focused so that a rapid rollout is possible, rather than necessitating a 12 or 18-month marathon
  2. It provides a business justification for the project, such as a quantifiable reduction in lead response time or an increased win rate
  3. It provides metrics for short- and long-term success

Customer Example

Alithya’s customer BDO Drive, a global accountancy and business advisory firm, was rapidly growing and faced challenges around how to scale the business while delivering a consistent level of client service. It needed a system that would help manage the full customer lifecycle, from lead to opportunity to client, as well as improve visibility into staff and resources for better project planning. 

BDO chose Microsoft Dynamics 365 CRM and PSA to accomplish this. Time was of the essence, so after a six-week sales cycle, the organization chose Alithya to deliver the solution.

For its business outcomes, BDO focused on:

  • Improve responsiveness and interactions with prospects, customers and partners
  • Improve customer service and responsiveness
  • Improve overall operational efficiency

BDO now uses Dynamics 365 CRM to manage over 2,500 live accounts and 3,400 contacts, improving efficiency and account management capabilities with a 360-degree view of every client and prospect.

Since completing the project, the firm has also grown its pipeline with 157 new business opportunities valued at a total of £944,000 ($1,194,872.43).

What happens next? Recurring tactical and strategic meetings post-rollout. We ensure they recognize go-live as the start of their journey and help them maintain CRM success in the long term and identify opportunities to improve.

For more information download our whitepaper, Transform the Way You Sell with Microsoft Dynamics 365 CRM.

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