Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
APC Free White Paper
Optimize your network investment &
Enter to win a Samsung Galaxy Note

www.apc.com
Customer Service
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
Microsoft Dynamics CRM Gets More Social
Microsoft Dynamics CRM Gets More Social

By Jennifer LeClaire
June 5, 2014 10:03AM

Bookmark and Share
Moving ahead, Microsoft can’t depend only on its traditional operating system and productivity apps, says industry analyst Charles King. Microsoft wants to continue expanding into new markets and be a full-service business applications provider, King explains, and developing new apps on Dynamics CRM offers a clear path forward.
 



After inking a strategic partnership with Salesforce last week, Microsoft is rolling out its Dynamics CRM spring wave. The latest iteration comes with Microsoft Dynamics Marketing, Microsoft Social Listening, and a new Unified Desk.

The spring wave integrates marketing, sales and customer care tools with Microsoft productivity apps like Microsoft Office 365, Yammer, Lync, Skype, SharePoint and Power BI for Office 365.

Bob Stutz, corporate vice president at Microsoft Dynamics CRM, said the company focused its development efforts on understanding what customers need. “We redesigned our user interface, implemented a six-month rapid release cycle, made three acquisitions and built many new features -- all culminating in the wave of releases we are bringing to market today,” he said.

This is Really Different

Social listening is a much-anticipated update to Microsoft Dynamics CRM. The tool lets sales, marketing, and service professionals tap into conversations on social media platforms to get real-time feedback on their brands, products, competitors, campaigns, and issues that could impact their businesses.

Microsoft points to a prime example of the practical applications of social listening at Sealord, a global sustainable fishing enterprise. Sealord uses Microsoft Social Listening to better understand its stakeholders, including their beliefs about key industry and sustainability issues, and the chatter from organizations and individuals influencing opinions in this area.

When the topic of shark-finning sparked social media outrage, for instance, Sealord listened in to social channels and leveraged the opportunity. The company took a clear stand on the issue and won global recognition and achieved a reach that it could measure, understand, and communicate internally.

“Without Microsoft Social Listening, we would not have had the opportunity to hear what was top-of-mind for our stakeholders and the community we serve, and ensure Sealord’s work to be sustainable in these areas was understood,” said Alison Sykora, public affairs and communications manager at Sealord.

Important Moves

We caught up with Charles King, principal analyst at Pund-IT, to get his take on the new Microsoft Dynamics CRM wave. He told us the company clearly believes a big part of its future lies in pursuing and capturing a strong position in cloud computing.

“Moving ahead, Microsoft can’t depend only on its traditional operating system and productivity apps,” King said. “It’s got to continue expanding into new markets -- and CRM offers a critical piece of that path ahead. In essence, Microsoft wants to be a full-service business applications provider. So continuing to develop and provide new applications on the Dynamics CRM platform is critical going forward.”

Microsoft and Salesforce.com last Thursday announced a partnership that will see the two tech giants collaborate on solutions to connect Salesforce's customer relationship management apps and platform to Microsoft Office and Windows. King called the alliance important for both companies and a new level of maturity at Microsoft.

“The new level of friendship and agreeability between Microsoft and Salesforce doesn’t mean that Microsoft is going to bow down before Salesforce and give up on Dynamics CRM,” King said. “This week’s announcement is a good way to underline that -- partnership agreements aside -- Microsoft will continue to play and innovate in this space.”
 

Tell Us What You Think
Comment:

Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 Customer Service
1.   Watson's First Consumer-Facing Gig
2.   Social Media Haters Speak Up
3.   Comcast Customer Service Fiasco
4.   'May I Help You?' Asks Jibo the Robot
5.   Why You Need To Hire a CCO


advertisement
Social Media Haters Speak Up
Survey says, now showing a little love.
Average Rating:
Comcast Customer Service Fiasco
Lessons to be learned for all companies.
Average Rating:
T-Mobile Accused of Bogus Fees
FTC has filed a lawsuit for overcharges.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Canadian Government Charges China With Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 

Enterprise Hardware Spotlight
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 

Mobile Technology Spotlight
Android 'Fake ID' Puts Millions of Users at Risk
Having this fake ID is nothing to brag about, even if you are a minor. The “Fake ID” Android flaw drops malware into smartphone apps. It can steal credit card data and even take over your device.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 
Facebook: You Will Use Messenger, and You Will Like It
Starting this week, Facebook users with Android and iOS phones will be forced to use the separate Messenger app to send Facebook messages. Pending messages will still be visible in the main app.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.