Microsoft Dynamics CRM 2016 was released a few weeks ago, and customer experiences will never be the same again. Customer experience has become increasingly important for brands, and yet there is still a significant gap between how some organizations think they’re doing on delivering great customer experiences and what customers think. Organizations need to think differently about their customer journey and engagement models in today’s world, and Microsoft Dynamics CRM 2016 is here to help them do just that.
Microsoft Dynamics CRM enables organizations to deliver amazing customer experiences via intelligent customer engagement. The solution delivers end-to-end customer engagement solutions so that organizations can deliver customer experiences that are personalized, proactive, and predictive.
With Microsoft Dynamics CRM 2016, you can:
- Personalize customer experiences by creating end-to-end outcome-focused journeys that engage customers at the right time, in the right place, and with the right message.
- Create proactive experiences by determining the best ensuing interaction with your customer based on context.
- Make customer engagement predictive by using analytics and internal and external data to identify patterns and to predict outcomes.
The 2016 update includes all of Microsoft Dynamics CRM’s services: CRM, Parature, Dynamics Marketing, and Microsoft Social Engagement. Microsoft Dynamics CRM’s capabilities are seamlessly embedded into familiar productivity tools, including Office 365, so that sales, service, and marketing professionals can leverage tools that they already know and prefer to use.
The Microsoft Dynamics CRM for Outlook app has also been enhanced, harnessing the power of Office Groups, delivering Excel templates, and making it easier to create personalized sales documents in Word. It is also seamless to access contextual CRM documents across SharePoint, Office 365 Groups, and OneDrive for Business.