New ways to engage with the Customer

With the new Dynamics CRM 2016 we are delivering a solution that not only gives you your customer 360 view & captures various customer activities through various channels, but also empowers the customer service line to provide meaningful feedback. 

This is a good example of a customer-centric strategy to capture Feedback For All Parts Of The Customer Lifecycle:  

Microsoft will soon be adding capabilities that enable improved communications arising from listening to the Voice of the Customer (VOC) by capturing and leveraging customer feedback through surveys to shape customer engagements with easy to use, mobile and touch-enabled tools.  Feedback can be analyzed as part of a single customer record -- enabling a direct response to a specific customer concern.  Or it can be analyzed as a whole – so that organizations can better understand their market and programmatically respond to customer needs.   The new release also leverages social channels with Azure Machine Learning to instantly track and analyze relevant sentiment via Microsoft Social Engagement, and engage directly with customers on social channels such as Twitter and Facebook, with the option of converting issues surfaced through social channels into cases.

The survey analytics included with the Voice of the Customer solution help you use customer feedback to identify gaps in service, run targeted marketing campaigns, and send offers to increase sales. 

Voice of the Customer is available as a preview feature to organizations that use CRM Online 2016 Update. (use it only in test and development environments) 

Please share your thoughts on how this new VOC CRM feature will help your customer-centric business to improve & win more customers.