Will ‘customer experience’ decide success of a company in 2019?


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For every company, it is very important to stay connected with their customers. Also, every firms has to offer customer support to their clients and customers. A customer tries to get in touch with the customer support wings of a firm for various things. When a customer is not able to buy a product or opt for a service or when a customer is facing any issues with the product or service, there are various instances when a customer gets in touch with the customer support wing of a firm. However, now, customer service goes beyond providing only generic support to the customer. We are living in an era, where customers are expecting a lot more from the firm.

What are customers expecting from the companies?

Customers are expecting a lot from the firms than just support when they face issues. In fact, now a days, customers want to be engaged with the firms. They want the companies to accompany them throughout their customer journey. Also, when it comes to ‘support’, customers want the firms to be available 24 by 7. Additionally, the demand of chatbots (AI powered programs) is also increasing. And, many firms have already started integrating chatbots to offer quick and efficient support to the customers.

Companies need efficient CRM solution to offer tremendous customer experience

When it comes to offering efficient customer support, companies need one of the best Customer Relationship Management solutions. They need a solution which not only helps their executives to interact with the customers, but to manage customer relations. As, only when the customer support executive will have an advanced tool which will help them to interact with the customers, manage old conversations etc., then only they will be able to deliver a remarkable experience.

Is customer experience linked to the success of the firm?

Yes. Customer experience is definitely connected to the success of a business. As, only when a company is able to offer decent support to the customers, then only they will have the chances to retain the customers. But, when it comes to customer experience, it is much more than only offering support. It includes, keeping the customers engaged, understanding their interest and needs, offering then discounts/offers etc. Also, now a days, Artificial Intelligence is widely used to deliver better customer experience. How? By offering product recommendations based on customer’s interest.

If a customer is happy and satisfied with the firm, then he or she will definitely like use the services of the firm. Also, if a customer likes the experience offered, then retention becomes easy. Additionally, happy customers automatically become indirect ambassadors of a firm. Hence, companies should definitely focus on offering topnotch experience to the customers. As, more customers will mean more revenue, which will eventually lead to the growth of the company.

Many companies have realized the importance of offering superb customer experience. Therefore, the firms are using latest technology to make sure that the customer gets instant support. Also, the reps are trained to offer more personalized support to the customers. Additionally, various tech solutions are also helping the firms to keep the customers engaged. Be it by offering personified discounts or by sending customized communications.

Why should you use Microsoft Dynamics CRM?

Microsoft Dynamics CRM is one of the most used CRM solutions. It is one of the best programs which is used by a large number of companies. Microsoft Dynamics CRM, a part of the extensive solution, Microsoft Dynamics 365, contains all the latest features. Starting from offering a high-end platform for customer interactions to the ease of generating reports for better customer management, this CRM solution includes every feature that a customer support rep needs to offer good support to the customer.

Also, Microsoft Dynamics 365 contains various other apps also, like marketing and sales, finance and operations etc. Thus, with this one solution, companies are able to manage several activities. When it comes to Dynamics CRM solution, it is regularly upgraded to make sure that it contains everything that the new-age firms need. Recently, Microsoft has even added Artificial Intelligence capabilities to this CRM solution.

Companies have started to realize the importance of customer experience and how it is dictating the success of the company. Therefore, they are doing their best to implement the best tools and strategies in order to make sure that they keep the customers engaged and satisfied. Also, the latest technology is making it easy for the software development companies to deliver much improved customer experience.

James Warner
James Warner is a highly skilled and experienced offshore software developer at NEX Softsys. He has bright technology knowledge to develop IT business system which includes user friendly access and advanced features.


  1. Hi James, maybe a stupid question but why is customer experience only a tool question and then something that requires one specific vendor’s toolset? Not, that Dynamics is bad, but it looks like that, given the way towards concluding that MS is the way, other vendors are faring better. Could you elaborate on your train of thought, please?


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