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The dynamics of CRM in the digital era
Within the mobile-first, cloud-first era, the business environment is being reshaped by technological trends that are altering consumer behaviour and is challenging conventional service models.
Dynamics CRM 2015 takes intelligent customer engagement to the next level by delivering enhancements and innovations in five key areas namely productivity, social, mobility, analytics, and knowledge.
Doing more in less time, using fewer resources
In addition, Dynamics CRM 2015 delivers a great experience with OneNote in CRM, making it much easier for sales teams to collaborate and share information about accounts and opportunities. Having users utilise software (Excel and OneNote) that they are already familiar with and use on a daily basis already, goes a long way in speeding up the adoption and usage rates of new features and capabilities, resulting in a greater and faster return on investment.
Social hits top gear
Also new is the added social CRM capabilities allowing companies to create end-to-end customer engagements from social posts and teams to monitor social topics. Social analytics is also enhanced with text mining, cloud visualisation and a social activity map that provides interactive, global and real-time visibility into social activity. Furthermore, there is also a completely reimagined user interface for social that puts data-rich information at a user’s fingertips.
Staying productive on-the-go
Mobile users interact with the same sales processes across all mobile devices. A mobile SDK (solutions developer kit) has also been added, enabling companies to easily extend and create their own mobile apps.
Knowledge and Analytics
Business intelligence has also been catered for as PowerBI Connectors for Microsoft Dynamics CRM have been added for out of the box integration. This means that sales, service and marketing professionals are able to analyse data with interactive dashboards and reports in Power BI, resulting in faster insights and decision-making for sales professionals.
“With the latest version of Dynamics CRM, we’ve made significant advancements across marketing, sales and service in a way that makes collaboration between roles natural and easy,” says Marc Gower, Dynamics Lead at Microsoft SA.
“In addition to a number of new capabilities, a sales collaboration panel has been introduced, which assists in breaking down the silos between sales and marketing, and more importantly culminating in more personalised customer experiences,” concludes Gower.