Microsoft Dynamics CRM
2016 Value Proposition
Amazing momentum!!
2x
>3x
CRMOL revenue
CRMOL YoY
net seat adds
4x
$1M+ deals CRMOL
44
Quarters double digit
growth
Industry recognition
Leaders’ Quadrant
Gartner Magic Quadrant for Sales Force Automation*
Leaders’ Quadrant
Gartner Magic Quadrant for the CRM Customer
Engagement Center**
Challengers’ Quadrant
Gartner Magic Quadrant for Integrated Marketing
Management***
A Leader
Forrester CRM Waves (enterprise & mid-market)****
Enterprise Suite
Midmarket Suite
SMB Suite
Sales Force Automation
**Source:
Source: The
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements
of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular
purpose.
The world is increasingly connected
2.4B
smart devices by 2018
72%
of internet users are now
active on social media
80B
connected, IoT devices
by 2025
68%
of internet users trust
consumer opinions
posted online
65%
IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014
IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015
Jeffbullas.com, 22 Social Media Facts and Statistics You Should Know in 2014, 2014.
Nielsen, Global Trust in Advertising and Brand Messages, 2013
Parature, from Microsoft study
of customers have left a
brand due to bad
customer service
80%
Delivery gap
8%
Companies that
believe they provide a
superior proposition
Companies whose
customers agree
Bain Customer-Led Growth diagnostic questionnaire
Customer
engagement
Personalized | Proactive | Predictive
Productivity
Intelligence
Mobility
Unified Service
Next generation productivity:
Predictive analytics:
Offline mobile:
Self, assisted & field service
• Machine learning for intelligent
processes & sentiment analysis
• Cross-sell recommendations
• Auto-suggest similar cases and
knowledge articles
• Intelligent & contextual assistance
• Full offline mobile on tablet and
phone
• Task-centered mobile apps
• Streamlined document viewing and
navigation, deep CRM links
• Phase II Cortana integration: view
core deals, accounts & activities
• Interactive service hub for tailored
agent experiences
• Voice of the customer for multichannel enterprise feedback
• Third party access model
• Knowledge management in CRM
• Field Service with FieldOne
• Surface trending documents with
Delve
• Excel templates
• Document generation capabilities
from CRM – Word and Excel
• Manage CRM documents across
SharePoint, Office 365 Groups,
OneDrive for Business
Predictive intelligence
Sell smarter with cross-sell recommendations from Cortana Analytics Suite and
trending documents from Delve inside CRM dashboards.
Sales gamification
Have a blast selling with fun and creative sales contests that increase sales
performance, revenue, and user adoption.
Sales productivity
Boost sales productivity with familiar and intuitive Office 365 solutions such as Outlook
across desktop/mobile and Word & Excel templates.
Offline apps
Get work done anywhere, anytime with tablet and smartphone apps that work online
or offline.
Mobile task flows
Complete frequent business processes faster on mobile apps.
Digital personal assistant
Get a complete and personalized overview of daily priorities, including key sales
activities, accounts, and deals embedded in Cortana.
Redesigned Insights UI
Spot customer insight faster with a redesigned UI for customer and people data from
InsideView that help sales reps engage with relevance.
What's new in Service
Interactive Service Hub (n)
This new online UX provides role based scenarios to deliver tailored
application experiences for agents and support team leads.
Knowledge Management (e)
Immersive knowledge experience in CR includes KCS inspired workflows,
versioning, translation support and feedback
Voice of the Customer (n)
Rule-based, multi-channel enterprise feedback management capabilities
embedded into customer engagements.
External Party Access (n)
Foundation to enable CRM to allow external parties to access CRM with the
right level of permissions (e.g. Customer / Partner Portal scenarios).
Service Intelligence (n)
Role tailored service dashboards and predictive service intelligence for
agent assisted engagements.
Field Service (n)
Field Service completes the customer relationship loop by helping field
employees sell to and service their customers.
SMS inbound messaging
Market smarter by integrating SMS marketing in your
multichannel campaigns. Create inbound SMS campaigns
with SMS keywords to get SMS opt-ins.
Database building for opt-in and opt-out
Maintain a database of opt-in and opt-out preferences.
SMS outbound messaging
Send promotional SMS messages to opted-in contacts.
Track SMS campaign performance.
Email marketing enhancements
Engage customers with personalized multichannel
campaigns. Create emails and toggle between WYIWYG
and generated HTML. Use the media library directly from
the HTML code.
Email marketing deliverability
Send high volume email with email deliverability, fault
tolerance, logging and auditing services.
Social Listening & Analytics
Listen and analyze to new source- boards/forums. Define custom
sources via RSS.
Intelligent Social
Role-tailored for Sales to help find leads and understand buzz
around targeted accounts. Automated triage of lead or case
detection, and adaptive sentiment through machine learning.
Social Center
Publish tweets and Facebook posts, including multimedia
content. Look up Twitter author profile information.
Social CRM
Create CRM actions like cases and opportunities from social
posts.
Productivity & Customization
Enable collaboration through group creation and customizable
user roles and -rights.
Sentiment & UI
14 additional UI and sentiment languages.
NOTE:
Why Customer Engagement by Microsoft
Outcome-driven
Adaptive
Intelligent
One Microsoft
User experience with
embedded processes
helps achieve outcomes
based on best practices
One to one customer
engagement with context
across behavior, channel
& department
Personalized, proactive &
predictive customer
experiences built on trust
& knowledge over time
True end to end,
productivity solutions for
customer engagement
across CRM, Office 365 &
PowerBI