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Authors
Advisor(s)
Abstract(s)
Identificar e reter os melhores clientes é uma tarefa importante para uma organização. Só
assim é possível manter um crescimento sustentável e aumentar os lucros. Por esta razão faz
sentido a aposta num sistema de CRM (Customer Relationship Management), uma vez que
temos uma visão 360º sobre o nosso cliente (informação e interações). O Microsoft Dynamics
365 é a plataforma de software da Microsoft orientada para o cliente que disponibiliza uma
alta flexibilidade, podendo ser customizada para gerir variados processos e monitorizar
aspetos associados à performance do negócio.
O objetivo deste projeto é implementar uma aplicação sob a plataforma de CRM Dynamics
365, que seja configurável para diversas áreas de negócio. Com esta aplicação é possível
ajudar as empresas a manter e a tornar mais duradouros os relacionamentos para com os
clientes, adquirir inputs valiosos sobre esses mesmos clientes e melhorar a experiência dos
mesmos, através de iniciativas dinâmicas, diferenciadas e económicas, que os ajudem a
confiar na empresa que “escolheram”.
O tema do projeto a realizar será no âmbito da temática de Loyalty, orientado para todas as
áreas de negócio, sejam elas com ou sem fins lucrativos. Exemplo dessas áreas são o
comércio, a banca ou os seguros.
Este sistema deverá cumprir determinados requisitos, sendo um deles o facto de permitir
configurar campanhas passíveis de ser utilizadas quer em lojas físicas, quer em lojas virtuais.
Exemplos dessas campanhas são: campanha de fidelização por pontos, campanha de
fidelização por gastos em compras, campanha de fidelização por quantidades ou campanhas
especiais para fins de semana. Outro requisito será aplicar os descontos com base nas
campanhas em vigor, assim como aplicar o conceito de transação e upgrade/downgrade de
categorias, possibilitar a adição de segmentação de campanhas e ainda construir dashboards
para total monitorização dos detalhes de venda.
O que é importante realçar é o facto do módulo de Loyalties ainda não existir por defeito no
Dynamics 365, daí a necessidade de realização deste projeto. Para além do desenvolvimento
desta aplicação, este projeto é ainda inovador pela complementaridade com a parte de
Memberships, ou seja, atribuir determinados benefícios a indivíduos que sejam associados a
uma determinada organização e que devido a esse facto se tornem leais a esta (Loyalties).
ABSTRACT: Identifying and retaining the best customers is a critical task for an organization. That is the only way to maintain a sustainable growth and increase profits, whether they are associated with an early phase or an already more consolidated phase of ta company growth. For this reason, betting on a CRM (Customer Relationship Management) system makes total sense, as it will provide us a 360º view of our customer (information and interactions). Microsoft Dynamics 365 is the Microsoft customer-oriented software platform that provides a high flexibility, as it can be customized to manage several processes and monitor aspects related to business performance. The goal of this project is to implement a module/application under the CRM Dynamics 365 platform, which is configurable for different business areas. The theme of the project to be developed will be related to the Loyalty thematic, and focused on all business areas, whether they are profitable or non-profitable. Examples of these areas are trade, banking or insurance. The project to be developed aims at helping companies to maintain and make relationships with customers last, acquiring valuable inputs on the said customers and improving their experience, through dynamic, differentiated and economical initiatives that help them trust the company they “have chosen”. This system must meet specific requirements, one of which is that it will allow configuring campaigns for both physical and virtual stores. Examples of such campaigns are: loyalty campaign by points, loyalty campaign by money spent, loyalty campaign by quantity or special campaigns on weekends. Another requirement will be to apply discounts based on the campaigns in force, as well as to apply the concept of transaction and category upgrade/downgrade, enabling the addition of campaign segmentation and building dashboards for full monitoring of sales details. One must highlight that the loyalties module does not yet exist by default in Dynamics 365, hence the need to carry out this project. In addition to this module development, this project is also innovative due to the complementarity with the Memberships part, that is, it attributes specific benefits to those who are associated with a given organization and that consequently become loyal to it.
ABSTRACT: Identifying and retaining the best customers is a critical task for an organization. That is the only way to maintain a sustainable growth and increase profits, whether they are associated with an early phase or an already more consolidated phase of ta company growth. For this reason, betting on a CRM (Customer Relationship Management) system makes total sense, as it will provide us a 360º view of our customer (information and interactions). Microsoft Dynamics 365 is the Microsoft customer-oriented software platform that provides a high flexibility, as it can be customized to manage several processes and monitor aspects related to business performance. The goal of this project is to implement a module/application under the CRM Dynamics 365 platform, which is configurable for different business areas. The theme of the project to be developed will be related to the Loyalty thematic, and focused on all business areas, whether they are profitable or non-profitable. Examples of these areas are trade, banking or insurance. The project to be developed aims at helping companies to maintain and make relationships with customers last, acquiring valuable inputs on the said customers and improving their experience, through dynamic, differentiated and economical initiatives that help them trust the company they “have chosen”. This system must meet specific requirements, one of which is that it will allow configuring campaigns for both physical and virtual stores. Examples of such campaigns are: loyalty campaign by points, loyalty campaign by money spent, loyalty campaign by quantity or special campaigns on weekends. Another requirement will be to apply discounts based on the campaigns in force, as well as to apply the concept of transaction and category upgrade/downgrade, enabling the addition of campaign segmentation and building dashboards for full monitoring of sales details. One must highlight that the loyalties module does not yet exist by default in Dynamics 365, hence the need to carry out this project. In addition to this module development, this project is also innovative due to the complementarity with the Memberships part, that is, it attributes specific benefits to those who are associated with a given organization and that consequently become loyal to it.
Description
Keywords
CRM Microsoft Dynamics 365 Loyalties Loyalty Program Loyalty App