CRM Integration

CRM Integration

Customer Relationship Management (CRM)

  • The organization-wide strategy for managing interactions with customers, clients and sales prospects
  • Uses technology to organize, automate, and coordinate sales activities with related business processes
    • Marketing
    • Customer service
    • Technical support

CRM Goals

  • Find, attract, and win new clients
  • Nurture and retain existing clients
  • Entice former clients back to the company
  • Reduce the costs of marketing and client service

Benefits of CMS/CRM Integration

  • Create marketing leads from anonymous website visits
  • Trigger workflows and automate marketing activities from website visits
  • Display compelling content based on your visitor’s online and offline activity
  • Score leads and automate marketing activities
  • Observe email campaign performance per individual recipient
  • Correlate the value of sales and marketing investment versus website conversions
  • Pull Twitter keywords about the visitor into content intelligence

Microsoft Dynamics CRM

  • A multilingual customer relationship management application from Microsoft
  • Provides sales, service, and marketing capabilities, and includes Microsoft Dynamics CRM Online
  • An IIS-based web application that supports extensive web services interfaces
  • Client access is either from IE 6 or later, or by a client plug-in to Microsoft Outlook

Sitecore Support for Microsoft Dynamics CRM

  • Dynamics CRM Campaign Integration is a Sitecore product that is used to connect Sitecore with Microsoft Dynamics CRM
  • Add information to your CRM about visits to your web site from your visitors 
  • Create new contacts, accounts, leads and other records in the CRM automatically based on information gained during web site visits
  • The Dynamics CRM Security Provider lets you manage your CRM customer data from within Sitecore
  • The Dynamics CRM Save Actions lets you save the information visitors entered in a Web Forms for Marketers form on your site and save it to your CRM automatically

Sources