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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / CRM COVID - Customer C...
Customer experience | Sales, Customer Insights,...
Suggested answer

CRM COVID - Customer Contact List Suggestions

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Posted on by nidnani 285
Hey guys looking for suggestions.. Our Sales team is going to contact all the customers to inform information about late shipping due to COVID. So what do you guys think will be the best way to keep an ongoing list of who has been contacted and who hasn’t? Do you think CRM would be a good place for that?
I was thinking to create a custom field called "Customer contacted- Yes/No", and as soon as they are contacted the sales rep will select yes from the option in Customer Form. What do you guys think about it??
Or should I create a marketing email from CRM??? 
Any suggestions?? Please reply with the solution and steps if possible. Thanks in advance.
FYI, We are using Dynamics CRM  2016 On-Prem.
  • Suggested answer
    gisiquei Profile Picture
    gisiquei on at
    RE: CRM COVID - Customer Contact List Suggestions

    Hello Nidnani,

    As Thijs van der Klei previous commented, create a Marketing List and quick campaign is a great option since you can opt for create phone calls or emails messages and distribute them amoung your sales team.
    Once you have your activities distributed (mails/phone calls) you can track the customers's feedback received and store it in Dynamics.


    Please check this link reference: Create a marketing list using in-app marketing (Sales) https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/create-marketing-list-using-app-marketing-sales 

    Thanks,

    Giselle

  • Thijs van der Klei Profile Picture
    Thijs van der Klei 780 on at
    RE: CRM COVID - Customer Contact List Suggestions

    Hi there, 

    I would create a marketing list and a quick campaign. In the marketing list you could select contacts of all customers who have active orders. In the quick campaign you could select a type of activity e.g phone call. There you can opt to have account managers call their own accounts. The results of the quick campaign is that every account manager has phone call activities in their activity list and in the time line of the contacts on the marketing list. You could report on the status of these activities. 

    Could this work for you?

    Kind regards, 

    Thijs van der Klei

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