Genesys Group is a Microsoft® Gold Certified Partner providing a complete range of professional services to assist businesses in becoming more efficient. Our goal in any of our customer engagements is to first understand our customer’s business. Our belief is that if you don’t understand this basic function, how can you help them use technology to enhance their current operations?

One of Genesys Group’s key core competencies is Microsoft Dynamic CRM. We offer it in three ways:

• On-Premise 3.0,4.0 and coming soon 2011 server
• Online in the Cloud 4.0 and 2011
• Custom Hybrid

Although CRM stands for Customer Relationship Management, the proper selection and design of CRM software and business workflow processes involves much more. Properly designed CRM software not only organizes customer information, but also provides a 360 degree view of the customer. In addition, with the diverse customizable features of Dynamic CRM, a new term, xRM, is being used to describe custom deployments. What this means is, the x, is the variable in the equation standing for anything. An example would be to replace the C in Customer relationship Management to Healthcare Relationship Management. This variable is used when customizing an application to fit a specific industry or category. As these customizations are deployed in increases the user experience and strengthens the 360 degree view of x variable.

The key element in any business is it’s customer base and how it interacts with the business. Having a 360 degree view of the customer is essential in the internal interaction of departments concerning all aspects of communicating with the customer. What is a 360 degree view of a customer? It is a collection of all customer details, purchases, contacts, inquiries, and service records on a businesses’ intranet and of course, the web. It therefore provides sales and marketing teams with the essential information needed to better serve the customer. The 360-degree view tells you how your customers are contacting you, browsing your Web Site, acquiring information, ordering products, placing service inquiries or making complaints. It brings together all this information to build a detailed profile and shows how well your sales, marketing, and communication channels perform against your customers’ expectations and needs. In addition, a 360-degree solution enables you to consolidate customer data such as transaction history, payment history, and other information from separate applications and deliver a simple view that any staff member can use to provide the information a customer is requesting without having to navigate a maze of screens. Customer information is often scattered across several business systems making it difficult for customer service representatives to gain a 360-degree view of the customer when they are making contact. As a result, your staff wastes valuable time navigating several applications to piece together a single view of the customer. They may also miss additional sales opportunities on inbound customer inquiries because they lack customer intelligence, such as a customer’s inclination to buy certain products.