You're reading from Working with Microsoft Forms and Customer Voice Efficiently gather and manage customer feedback, insights, and experiences

Product type Paperback

Published in Jun 2021

Publisher Packt

ISBN-13 9781801070171

Length 336 pages

Edition 1st Edition

Tools

Dynamics 365

Concepts

Business Management

Author (1):

Welly Lee

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Table of Contents (16) Chapters

Preface

1. Section 1: Working with Microsoft Forms and Customer Voice

2. Chapter 1: Introducing Microsoft Forms and Customer Voice FREE CHAPTER

3. Chapter 2: Best Practices for Collecting Feedback through Surveys

4. Chapter 3: Creating a Survey with Microsoft Forms

5. Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice

6. Chapter 4: Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams

7. Chapter 5: Post-Training Assessment and Feedback

8. Chapter 6: Conducting an Employee Survey with Dynamics 365 Customer Voice

9. Chapter 7: Collecting Periodic Customer Feedback with Customer Voice

10. Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice

11. Chapter 9: Closing a Feedback Loop with Customer Voice

12. Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice

13. Chapter 10: Administering Microsoft Forms and Dynamics 365 Customer Voice

14. Chapter 11: Managing Usage with Dynamics 365 Customer Voice

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Summary

In this chapter, we went over an example of a customer experience manager at a bank who collects feedback from her customers each month using a list of customers provided by her operations team. This example is based on real-life scenarios from two bank customers I have worked with.

We discussed how you could send surveys, which are linked to her Dynamics 365 system. The survey responses are automatically captured in Dynamics 365 so that anyone in the company working with the customer can get the latest customer feedback. You can also create a custom Power BI dashboard to view the survey results and combine the customer feedback with other customer information. Since the Power BI dashboard is connected directly to the backend system, you do not need to export data from the survey system and import it into the reporting system. The Power BI dashboard can be refreshed periodically so that everyone will always get the latest information.

In the next chapter, we will discuss...