market share leader<\/a>, Salesforce’s market share is at least 8 times larger and the gap is expanding as the top CRM software provider continues to grow at about 7 times Microsoft (Salesforce CRM sales of about $7B compared to Microsoft estimated $1B over last 12 months). IMHO, Microsoft’s failure to decrease the gap with Salesforce is primarily due to lack of innovation. Unlike top competitors that embraced cloud delivery early, pioneered social business capabilities, deliver integrated marketing automation and offer real Customer Experience technologies, Microsoft’s strategy is more of a fast follower. While this strategy won’t secure a market leader position, it’s not necessarily bad for customers as long as Microsoft delivers the technology to help companies engage customers and deliver relevant, personalized, contextual and predictive Customer Experiences in a reasonable timeframe. Hyping industry buzzwords such as “Customer Experience” and “reimagined UI, reimagined controls and reimagined (insert new feature here)” falls short from delivering the tools and constructs to bring these customer imperatives to life.<\/p>\nDynamics 365 Roadmap<\/h2>\n
Looking ahead, Microsoft has identified 5 top investment priorities for the next 12 months \u2013 User Experience, Customer Insights, Relationship Sales, Business Edition and a more extensible application platform. Additionally, Microsoft will continue its Dynamics 365 direction of further integrating CRM and ERP software in one fully integrated enterprise software suite. <\/p>\n","protected":false},"excerpt":{"rendered":"
Microsoft shared the 2017 Spring (version 9) Dynamics 365 Customer Engagement release (previously known as Dynamics CRM.) From my perspective, the biggest enhancements are a new user interface (UI), more componentized platform design and new SMB CRM sales and marketing suite. Based on my Dynamics 365 review, here are the most interesting new capabilities. A […]<\/p>\n","protected":false},"author":7717,"featured_media":886110,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,117],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/721737"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7717"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=721737"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/721737\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/886110"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=721737"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=721737"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=721737"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}