Microsoft Dynamics CRM Value Proposition Microsoft Dynamics CRM
Microsoft Dynamics CRM Value PropositionMicrosoft Dynamics CRM
Customer experience is increasingly important
of all internet users are now active on
social media
72%of internet users trust
consumer opinions posted online
68%
of consumers are willing to pay more
for a better customer experience
86%of customers have left a brand due to
bad customer service
65%
The customer experience delivery gap80%
8%
Delivery gap
Companies that believe they
provide a superior proposition
Companies whose customers agree
Bain Customer-Led Growth diagnostic questionnaire
The new customer engagement model
Service
Marketing Sales
Intelligent customer engagement
Trust & knowledge over time enable adaptive experiences
Predictive
PersonalizedProactive
73% of marketers view customer centricity as critical to the success of their business. Forbes
Personalized Channel of choice across
email, digital, social & more
Engage at the right time & place with the right message
Maintain context based on behavior, channel & history
End-to-end, outcome-focused experience
Proactive
70% of buying experiences are based on how the customer feels they are being treated. The CMO council
Provide self-service tools to manage customer outcomes
Harness IoT to detect, engage & alert
Analyze social sentiment & signals to derive needs in marketing, sales & service
Determine next best interaction based on context
Predictive
Efforts based on customer usage patterns can improve earnings by 10-15%McKinsey
Use analytics, internal & external data to identify patterns & predict outcomes
Dynamically identify new segments & trends to determine opportunities
Turn every process into an intelligent process
Microsoft NDA
Key capabilities of Microsoft Dynamics CRM
Microsoft Customer Engagement Solutions
Personalized | Proactive | Predictive
Market smarte
r
Customer engagement
Careeverywher
e
Social for everyone
Comprehensive business & technology platform
Selleffectivel
y
Microsoft NDA
CRM in the Cloud
© 2014 Gartner, Inc. and/or its affiliates. All rights reserved.The CRM Megavendors Clash as Business Needs Threaten Their Relevance, Michael Maoz and Ed Thompson, 2014
15% CAGR thru 2018 for CRM app software
10% CAGR thru 2018 for CRM services
Thank you for enabling companies to deliver intelligent customer engagement – resulting in amazing customer experiences with Microsoft Dynamics CRM.