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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.
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