At the recent Worldwide Partner Conference 2014 in Washington DC, Microsoft shared a lot of spoilers for what’s coming to Microsoft Dynamics CRM over the rest of this year. Microsoft Dynamics CRM Online revenue has doubled in the last year, and Microsoft wants to keep growth exponential. New and improved features are coming for social listening, marketing, and customer service.
Social Listening is a big new feature in Microsoft Dynamics CRM that enables you to keep your finger on the social internet pulse. Updates are expected to this feature on a quarterly basis going forward. Expect improved tracking of geography and the time of posting, and don’t be surprised if Microsoft puts Social Listening analytics on Microsoft Dynamics CRM pages.
In marketing, a new drag and drop view is coming to the email editor. There will also be sharpened management of marketing campaigns, so that sales representatives have the ability to remove individual customers from upcoming campaigns. The lead scoring algorithm is also due for a tune-up, so that multiple lead scoring methods can be used based on type of customer or campaign, and there will be new triggers to manage and score leads.
Customer service will be getting additional channels for tracking cases and customer support, including YouTube and LinkedIn. Service level agreement management is getting improved as well: you’ll be able to pause and restart a service level agreement timer if the customer wants to delay the resolution of an issue.
If you are new to Microsoft’s business cloud offerings, Microsoft has a great deal for you. They’re bundling Microsoft Dynamics CRM Online, Office 365 E3, and Power BI for $90 per user per month. So if you’re looking to the cloud for your business solutions, now is a good time to look seriously at Microsoft Dynamics CRM Online.