We're putting this challenge to businesses: What’s the value of your CRM system if you’re not using it to improve customer experiences? And how can you maximize each and every customer experience if those interactions are not informed by the full relationship and interaction history of the customer? To get the most value out of both your CRM and your customer contact solution, the answer is integration. Recent studies have shown tremendous business impact from these type of integrations. According to Aberdeen, companies that have a CRM and Contact Center integration strategy enjoy significantly better results in both customer centric and operational metrics. If you want better customer retention, higher life-time value of customers, improved customer satisfaction or if you want to reduce handle times, improve first call resolution and optimize performance of your customer care teams, then make this integration happen.

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Find out more about
Total Customer Care,
featuring Microsoft
Dynamics CRM
and Aspect Interaction
Management platforms.
Sources:
Contact Center and CRM Integration Update.
Feb. 2015, Aberdeen.
Omni-Channel Customer Care. Oct. 2013,
Aberdeen.
Gartner press release, Aug 2012.
Customer Experience Management: Engaging
Loyal Customers. 2012, Aberdeen.
http://digital.aspect.com/
CRMtotalcustomercare
VISIT
Microsoft Dynamics CRM and Aspect Interaction Management
platforms come together to deliver a customer
engagement management (CEM) solution
more powerful than any other, providing
full interaction and relationship context
and enabling proactive, personalized,
self-service and omni-channel
customer care.
Total
Customer
Care
Improve customer
satisfaction
Improve customer
retention
Increase cross-
selling & up-selling
CHALLENGE:
Companies are hindered
by a lack of integration
between their CRM
solution and customer
interaction platform.
CHALLENGE:
Failure to respond
via social channels can
lead to up to a 15%
increase in churn rate
for existing customers.
of companies say
they want to improve
customer experiences.
96%
Only 48%
of companies have
integrated CRM
with interaction
management systems.
42% 33% 32%
66%of
consumers are
willing to spend
more with a company
they believe provides
excellent customer
service.
Firms using
CEM are
more likely to to
deliver consistent
messages across
multiple channels
70%
TOP 3 DRIVERS for Investing in CEM
91%
91% greater
customer retention
Contact Center & CEM Integration RESULTS
4x greater
customer
lifetime value
4x
5x greater
profit margin
per customer
5x