Microsoft was kind enough to invite me to its fall analyst event at its headquarters in Redmond, WA on October 22. It’s a two-day event packed with product, strategy, customer, and partner information. About two dozen industry and independent analysts attended this event, including Forrester’s Paul Hamerman. Here are my thoughts of this event with a focus on the CRM news:
The Dynamics product is doing well. The numbers speak for themselves: 12% revenue growth in FY13; Dynamics AX and CRM growing by double digits worldwide and 30% in the Americas and Asia; and CRM Online growing by 80% in FY13, with two out of every three new customers opting for cloud. Microsoft Dynamics has 359,000 customers and 5 million users, while Microsoft Dynamics CRM has 40,000 customers and 3.5 million users.
The Microsoft Dynamics CRM 2013 product solidifies.The Dynamics CRM 2013 product, available in the cloud in July and on-premises this month, delivers a cleaner, more usable UI, simplified data entry, an integrated business process workflow, consistent experiences across devices, integration of Yammer, and more. A writeup of the new version’s features are available in its release preview guide. These enhancements mature the product, yet still leave gaps in multichannel management, knowledge management, and web self-service.
Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This seven-post series focuses on customer service technology and explains the what, why, how, and when technology questions.
Part 1 reviewed the customer service technology ecosystem.
Part 2 reviewed the challenges caused by the complexity of this technology ecosystem.
Part 3 reviewed the tactical outcomes of poor customer service.
Part 4 focused on the ways that the customer service technology ecosystem is changing.
Part 5 categorized technologies based on their ecosystem maturity.
Part 6 focused on what this analysis means to customer service managers.
In this final post, I will focus on where do you go from here, now that we know what the core customer service technologies are, how mature they are, and what their business value is. I recommend a three-step process: