On Tuesday, February 18th, Microsoft unveiled a comprehensive set of new capabilities for Microsoft Dynamics CRM. The new release is slated for the second quarter of 2014, and it will add new functionality for marketing campaigns, effective selling, and customer care and engagement. The update will also deliver social listening capabilities.
Bob Stutz, corporate vice president, Microsoft Dynamics CRM, says, ” Businesses want solutions that give them market insights and the ability to deliver amazing customer experiences. The new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact, and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.”
Microsoft’s purchase of MarketingPilot bears fruit with new marketing automation functionality for Microsoft Dynamics CRM. MarketingPilot is now Microsoft Dynamics Marketing, and in addition to marketing automation, it delivers insights to sharpen marketing campaigns and more effectively engage customers. The new release of Microsoft Dynamics CRM will also include a visual campaign designer that enables marketers to design powerful campaigns more intuitively and easily than ever. But that’s not all: new lead management and scoring capabilities, scalable email marketing that can send millions of messages per day, and deep marketing analytics that can measure the return on marketing investments.
Microsoft Dynamics CRM will be enhancing core case management capabilities and introducing a new Unified Service Desk, a powerful application designed for call centers that enables agents to handle multiple interactions simultaneously. It automates repetitive tasks and displays scripts to help agents provide a more personal and effective service. Customer service can also be delivered in the way each customer prefers, whether via support portals, Facebook, Twitter, chat, or video.
Microsoft Social Listening is a new service that enables users to analyze and act on market intelligence gathered from social conversations and sentiment measured across a wide range of social channels. This service will be offered to everyone with a Microsoft Dynamics CRM Online professional license at no additional cost.