I’ve had many many meetings with organisations of many
different types over the years, some small and some at the enterprise level.
And many different people have had different views of what a
CRM system should be used for, but capturing feedback from customers is an
Some of the implementations I have had the opportunity to
work on have focused on Case Studies, some have feedback forms on their company
web sites and some others user survey software.
As a survey solution or capability is not included within
Microsoft Dynamics CRM by default, today we are looking at how Survey software
can increase customer loyalty when integrated directly with your customers
account and contact records in CRM. The
solution we are reviewing is a subscription service from MyCRM called eSurvey.
Running surveys to gain customer feedback can be done in
different forms, you could create a poll which may only ask one question. You could run a competition, you could run a
survey to capture a total score on the questions answered.
One of the things to consider when creating the questions
you ask, is, make sure they are pertinent to the recipient who will receive and
complete the survey.
All the customers data collected by eSurvey is held in your
Microsoft Dynamics CRM and can be used to search and segment data. Data can be used to rate customer loyalty and
review any issues that may be raised if a score or rating given was low.
Having the flexibility directly within the CRM interface and
being able to run ad-hoc customer surveys is a great advantage and you are not
reliant on a 3rd party survey provision.
eSurvey also has the ability to run Surveys that are by
invitation only or that are open to everyone, so can be used for lead
generation via the web or a social media channel.
A bit about eSurvey.
eSurvey is a comprehensive Q&A survey product based on a
monthly or annual subscription. The
solution can be imported into Microsoft Dynamics CRM and then connected through
a few simple steps.
The external landing page used by customers and prospects
can be branded with a company logo and information about the survey can be
You Microsoft Dynamics CRM application will need to be
either CRM online or be internet facing to be able to connect to the survey
service hosted by MyCRM.
MyCRM offers eSurvey as an on premise or subscription
service from just £8 per month for those users that need access to the survey
tools in CRM (5 user minimum)
On premise perpetual licence can be purchased from as little
at £1000 GBP.
If you would like atrial of eSurvey then please visit the
download centre here http://downloads.mycrmgroup.com/eSurvey.aspx
Take our test Survey.
We have set up a test survey that you can view and enter
here, this survey can be anonymous or details can be left