Skip to main content

Mining Your CRM Data Using Artificial Intelligence and Analytics

One of the hottest topics in information technology today is using artificial intelligence (AI) and analytics tools to help you identify patterns which can guide you in digital transformation efforts.

To make these efforts fruitful, your first hurdle is to identify data worth mining.  For many organizations, your CRM system is a great place to start.  If you have used CRM such as Microsoft Dynamics 365 (formerly Dynamics CRM), Salesforce, Oracle, Adobe, SAP or Siebel for several years, you are likely to have built up a repository of data which reflects your organization's customers, vendors, and stakeholders as well as your interactions with them through customer service, sales and marketing efforts.

The leading CRM vendors are in a race to add AI and machine learning to their products.  Microsoft claims that over 682,000 developers are using their Azure Cognitive ServicesAI features in CRM include automated responses to customer inquiries, alerts to sales staff, and segmentation of customers and leads based on algorithms.  Most of my CRM customers have already implemented similar features using workflows and business rules, but without the benefit of machine learning and sophisticated algorithms.

What can you expect AI to yield from your CRM data.  Here are some potential benefits:

  1. Chatbots allow you to provide 24 hour customer service without staffing around the clock.  Putting a chatbot in front of your Contact Us or Create Case form may help someone solve their problem or answer their question more quickly.
  2. Machine learning can make your knowledge base more useful than ever. Most CRM products already sort knowledge base articles by popularity and rating, but AI could help you understand your knowledge base better and create new articles to fill gaps or consolidate redundant articles.
  3. Email marketing and outreach could be made more efficient through algorithms that drop people from marketing list based on attributes and behavior tracking.  I know that I receive many wasted marketing emails every day.  Some marketing automation products charge based on the number of emails sent or the size of your customer database, so this can result in cost savings as well. 
  4. Machine learning could uncover unknown patterns in your sales data.  Your CRM may contain records of every phone call and email between you and prospects.  These patterns may be different depending on the industry and your business model.

These scenarios may be the least interesting because they are more obvious than what AI and machine learning can uncover, if optimistic projections come true. I will illustrate these examples in more detail in future blog posts, using widely available AI and analytics tools.


Popular posts from this blog

The DATA Act Driving Grant Management Automation

The Digital Accountability and Transparency Act enacted in May 2014 calls for making spending data available in open, standardized formats to be published online.  It is a continuation of transparency initiatives and lessons learned with experiences such as grants.gov, the 2009 economic stimulus under the Recovery Act and the spending site USASpending.gov.

Government grantees will have significant new administrative responsibilities.  Many organizations that were tracking grants in spreadsheets or documents will have to adopt more sophisticated automated grant management systems such as Microsoft Grants Manager to keep up with reporting rules.

For profit companies will lose some privacy as a result of this law.  Grant recipients will be required to disclose information including officer salaries.

Continued improvements to publishing grant opportunities such as grants.gov may make it easier to find grants. These reforms together are designed to improve the effectiveness of grant prog…

Dynamics 365 for Government Contractors (GovCon) Frequently Asked Questions (FAQ)

One of InfoStrat's most popular solutions is Dynamics 365 for Government Contractors (GovCon).



Here are some answers to frequently asked question on this solution:
Can I add new fields to the solution?  -- Yes, the solution is fully customizable and you can add your own new fields to any form, view or report.Does Dynamics 365 for GovCon work on mobile devices?  -- Yes, Microsoft offers mobile apps for all the most popular platforms including iPhone, iPad, and Android phone and tablets.Does Dynamics 365 connect with bid data systems such as Deltek and Onvia?  -- Some information services, such as Onvia, offer integration with Dynamics 365.  Others require third party solutions such as the InfoStrat integration with Deltek GovWin IQ.What do customers typically customize for their unique requirements? -- Not all contractors follow the same steps in the capture process.  Most clients will tailor the business process to add or remove steps in order to match their sales methodology.  Of…

Introducing InfoStrat ProShop Professional Services

InfoStrat has recently announced a new service offering called ProShop to allow its clients access to dedicated support and software development services throughout the year outside of a structured project.  This service complements InfoStrat's specialties of Microsoft Dynamics, SharePoint, ClickDimensions, Scribe, Sitecore, and custom development.

ProShop addresses your information technology goals without hiring a fulltime overhead employee.
For a predictable monthly subscription, you’ll get personalized support. Your costs are fixed, so you can budget without surprises. You’ll have a dedicated consultant who will help you identify issues, upgrades, customizations, training, and goals. Whenever you need help, you know exactly how to get it—your consultant, backed by our team of experts.

While most of our services are either projects staffed by a full team or staff augmentation of certain roles to a project team, clients may need not only ongoing support but ongoing development s…