Microsoft Dynamics CRM: Ultimate Guide for SMBs

The COVID-19 pandemic has wreaked havoc on the global economy, forcing many businesses to move to cloud-based operations or risk facing permanent disruption.

Small and mid-size businesses (SMBs) have been majorly impacted by the pandemic, as they struggled to adapt and maintain business continuity, without direct access to their customers. As a result, small businesses increasingly implemented customer relationship management (CRM) solutions.

Those who used robust CRM solutions to boost customer loyalty, engagement, and retention fared significantly better than those who did not. Even a 5% increase in client retention, according to Bain & Company, can result in a 75% increase in revenue.

While CRM offers a whole raft of benefits, it continues to be a dilemma for many small and medium-sized enterprises. Many businesses are still hesitant to embrace CRM due to preconceived notions that a CRM is primarily for large organizations, or that a CRM is an expensive tool for a small firm.

These misunderstandings are often fueled by a lack of understanding of how easily a CRM system can be customized to meet the needs of a small business.

Some of the key highlights of this whitepaper include: