Dynamics 365 CRM

CRM software is generally used by the business world for handling customer data and profile and maintaining relationships with your customers. The software solution is designed by CRM developers to track business customers and enable business employees to take care of customer requirements and offer them satisfactory services. In this article, experts will talk about CRM and retail business and its major benefits.

CRM Role in Retail Business

The relationship between a retailer and customer flourishes well when there is engagement. Better relationship brings repeat customers, enhance brand loyalty, and sales conversions. Many businesses of modern time don’t exactly know how to engage customers due to competitive ecosystem. There are multiple mediums to get in touch with the customers, such as a website, in store, social media, etc. but none of them guarantees repeat buys or orders from the customers.

Customer Relationship Management (CRM) is not a new concept in the retail industry. It is being used by many retailers to collect client data and use it to customize rewards and discounts. Today, the entire retail industry is applying Dynamics 365 CRM to conquer several processes-

Customer History

CRM gathers all customer data and profile such as purchase history, phone number, business cards, etc. This helps retailers in creating database of a customer in order to separate the frequent buyer from non-frequent ones. It also brings up the needs of the customer which further help retailers in meeting the demands and getting more business while making customer experience better at the store.


Dynamics CRM collects the information and segregates the customers in different sections. In other words, it offers you a market segmentation feature. It might have youngsters, families, new buyers, heavy purchase customers, long term customers, etc. in the list. The segmentation in the retail market assists retailers in developing better strategies according to customer needs.


If you are one of those retailers who are using Dynamics CRM, you can easily track your customers individually. This will give you a clear picture of the most beneficial customer and loyal customers. When you have such a list of customers, you can provide them better service and at times reward them to retain them and get more referrals from them.


Promotions bring the right buyers for the service and products since it tracks each customer. Thus, with CRM, retailers are able to handle their customers by groups or individually. This offers better idea to manage customers and deliver them better service experience. And when a customer visits web page or eCommerce site, retailer can look into what they are searching for and mail them newsletter with relevant promotions. For instance, there is a retail store of sports and a customer is searching for a yoga mat. The retailer will make newsletter for that product which include promotion and offers to lure the customer.

Purchase tracking

CRM enables its users to track every customer’s purchase individually so that retailers know their preferred product and if their product is defective or has any issue, they will notify. This is how better customer experience is delivered by CRM using retailer.

The future of Dynamics 365 CRM is bright. Retailers will continue to use CRM to report key data and have insight into a future auction. It will be used for measuring sales and customer engagement while making the business success story a big hit. 

Major benefits of having CRM in the retail business are-

  • Unification of sales, marketing, and operations
  • Focused customers and better retention rate
  • Mass personalization with relevant data
  • Regular business environment survey
  • Understand potential customers
  • Bring more referrals

How to develop Dynamics 365 CRM?

When a retail business has a premium D365 CRM solution, it brings loyal customers, positive customer experience and profits. A best fitted CRM can be developed with the help of experienced Dynamics 365 operations. If you are also a retailer and looking for a CRM solution provider, find one that can give you a personalized solutions for personalized user experience. Every business wishes to have repeat customers and with CRM use, it is possible in retail too. You just need a reliable partner that can help you with the best CRM solution.