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.