Gartner Magic Quadrant for Sales Force Automation*
Gartner Magic Quadrant for the CRM Customer
Gartner Magic Quadrant for Integrated Marketing
Forrester CRM Waves (enterprise & mid-market)****
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Sales Force Automation
The world is increasingly connected
smart devices by 2018
2.4B connected, IoT devices
of internet users are now
active on social media
72% of internet users trust
of customers have left a
brand due to bad
IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014
IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015
Jeffbullas.com, 22 Social Media Facts and Statistics You Should Know in 2014, 2014.
Nielsen, Global Trust in Advertising and Brand Messages, 2013
Parature, from Microsoft study
Next generation productivity:
• Surface trending documents with
• Excel templates
• Document generation capabilities
from CRM – Word and Excel
• Manage CRM documents across
SharePoint, Office 365 Groups,
OneDrive for Business
• Full offline mobile on tablet and
• Task-centered mobile apps
• Streamlined document viewing and
navigation, deep CRM links
• Phase II Cortana integration: view
core deals, accounts & activities
Self, assisted & field service
• Interactive service hub for tailored
• Voice of the customer for multi-
channel enterprise feedback
• Third party access model
• Knowledge management in CRM
• Field Service with FieldOne
• Machine learning for intelligent
processes & sentiment analysis
• Cross-sell recommendations
• Auto-suggest similar cases and
• Intelligent & contextual assistance
Sell smarter with cross-sell recommendations from Cortana Analytics Suite and
trending documents from Delve inside CRM dashboards.
Have a blast selling with fun and creative sales contests that increase sales
performance, revenue, and user adoption.
Boost sales productivity with familiar and intuitive Office 365 solutions such as Outlook
across desktop/mobile and Word & Excel templates.
Get work done anywhere, anytime with tablet and smartphone apps that work online
Mobile task flows
Complete frequent business processes faster on mobile apps.
Digital personal assistant
Get a complete and personalized overview of daily priorities, including key sales
activities, accounts, and deals embedded in Cortana.
Redesigned Insights UI
Spot customer insight faster with a redesigned UI for customer and people data from
InsideView that help sales reps engage with relevance.
What's new in Service
Interactive Service Hub (n)
This new online UX provides role based scenarios to deliver tailored
application experiences for agents and support team leads.
Knowledge Management (e)
Immersive knowledge experience in CR includes KCS inspired workflows,
versioning, translation support and feedback
Voice of the Customer (n)
Rule-based, multi-channel enterprise feedback management capabilities
embedded into customer engagements.
External Party Access (n)
Foundation to enable CRM to allow external parties to access CRM with the
right level of permissions (e.g. Customer / Partner Portal scenarios).
Service Intelligence (n)
Role tailored service dashboards and predictive service intelligence for
agent assisted engagements.
Field Service (n)
Field Service completes the customer relationship loop by helping field
employees sell to and service their customers.
SMS inbound messaging
Market smarter by integrating SMS marketing in your
multichannel campaigns. Create inbound SMS campaigns
with SMS keywords to get SMS opt-ins.
Database building for opt-in and opt-out
Maintain a database of opt-in and opt-out preferences.
SMS outbound messaging
Send promotional SMS messages to opted-in contacts.
Track SMS campaign performance.
Email marketing enhancements
Engage customers with personalized multichannel
campaigns. Create emails and toggle between WYIWYG
and generated HTML. Use the media library directly from
the HTML code.
Email marketing deliverability
Send high volume email with email deliverability, fault
tolerance, logging and auditing services.
Social Listening & Analytics
Listen and analyze to new source- boards/forums. Define custom
sources via RSS.
Role-tailored for Sales to help find leads and understand buzz
around targeted accounts. Automated triage of lead or case
detection, and adaptive sentiment through machine learning.
Publish tweets and Facebook posts, including multimedia
content. Look up Twitter author profile information.
Create CRM actions like cases and opportunities from social
Productivity & Customization
Enable collaboration through group creation and customizable
user roles and -rights.
Sentiment & UI
14 additional UI and sentiment languages.
Why Customer Engagement by Microsoft
True end to end,
productivity solutions for
across CRM, Office 365 &
User experience with
helps achieve outcomes
based on best practices
One to one customer
engagement with context
across behavior, channel
Personalized, proactive &
experiences built on trust
& knowledge over time
Notas del editor
We had a great year in FY15.
We finished our 2015 fiscal year with incredible results:
We nearly doubled our CRMOL revenue
We more than tripled our YOY net seat adds for CRMOL
We grew the number of deals valued at over $1M by 4x!
44 consecutive quarters of significant double digit growth
We also expanded our product capabilities through acquisitions, including 3 that have recently been announced – FieldOne, Fantasy Sales Team, and Adxstudio.
With FieldOne, we round out our customer service offerings to provide the breadth of self, assisted and field service.
With Fantasy Sales Team we add gamification for improved performance and productivity of customer-facing teams.
And with Adxstudio, we add web portals to help our customers easily connect and extend their key sales and customer services business processes online.
We’ve also received fantastic recognition from the industry and analyst community.
For the second year in a row, we were named in the Leaders’ Quadrant of the Gartner Magic Quadrant for Sales Force Automation. Only MSFT and Salesforce were named in the Leaders’ Quadrant, and MSFT appeared for both CRM on-prem and CRM online. This year, CRMOL exceeded on-prem in both vision and execution.
Also for the second year in a row, we were named in the Leaders’ Quadrant of the Gartner Magic Quadrant for the CRM Customer Engagement Center.
For Marketing, we were named in the Challengers’ Quadrant for the Gartner Magic Quadrant for Integrated Marketing Management. This is a huge win with Microsoft Dynamics Marketing hitting the market last spring
At Forrester, we were named a Leader in the Forrester CRM Waves for both enterprise and mid-market.
In addition to recognition from the analysts, CRM Magazine just announced their CRM awards, and we won in 4 major categories – Enterprise suite, midmarket, SMB and Sales Force Automation! This is a phenomenal accomplishment!
It’s an exciting time for us, and we have a lot more excitement to come… which brings me back to Intelligent Customer Engagement. Let’s get started with looking at where things stand today in the world of customer experience, how this is impacting historical approaches to customer engagement, what the new model for customer engagement looks like, and the customer engagement solutions we offer from Microsoft.
The world is increasingly connected. People, places, things.
The proliferation of connected devices is already incredible, and estimates of future growth are staggering.
IDC estimates 2.4B smart devices will be in operation by 2018. (source: IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 17 June 2014, http://www.idc.com/getdoc.jsp?containerId=prUS24935114)
IHS Research estimates there will be 80B IoT devices connected by 2025. (source: IHS, HIS Identifies Technologies to Transform the World over Next Five Years, 12 January 2015, http://press.ihs.com/press-release/technology/ihs-identifies-technologies-transform-world-over-next-five-years).
Imagine all of the data flowing from these devices!
The number of connected people is also incredible.
72% of internet users are now active on social media. People are talking to one another all over the world, 24/7, on Facebook, Twitter, Snapchat, Pinterest and Instagram. They are sharing ideas and opinions, and they listen to what others think, including complete strangers. (source: http://www.jeffbullas.com/2014/01/17/20-social-media-facts-and-statistics-you-should-know-in-2014/)
Furthermore, 68% of internet users trust consumer opinions posted online. People are making buying decisions based on what a total stranger says in a review on Amazon. Incredible. Where does that put control of the customer journey? In the hands of the manufacturer or service provider? No. In the hands of the reviewer. And if that reviewer had a bad experience, it could negatively impact the buying decisions of anyone who reads the review. (source: Nielsen, Global Trust in Advertising and Brand Messages, 2013 http://www.nielsen.com/us/en/insights/reports/2013/global-trust-in-advertising-and-brand-messages.html)
On top of this, 65% of customers surveyed have left a brand due to bad customer service. (source: Parature, from Microsoft study)
So let’s recap - we are living in a world where billions of devices exist and are connected, and those devices are generating vast amounts of information. People are also connected by the billions, and their communications are creating incredible amounts of information. People trust what complete strangers in distant locations think about a brand, product, or service, and customers will leave a brand based on a poor customer service experience. Wow – this is a pretty intense situation for companies to manage, and one would think companies understand the importance of creating exceptional customer experiences in this environment. But, how a company perceives the experience it provides may not be aligned to how customers actually feel.
An interesting phenomenon is occurring. According to a Bain study, there is a significant gap between the experience companies think they are providing for their customers and how customers really feel about the experience they had with those same companies.
Of the companies surveyed, 80% believed they provide a superior proposition. However, for the same companies, only 8% of customers agreed that the company provided a superior proposition.
This is really eye-opening, and suggests that old models of customer engagement are no longer working. Companies may need to reconsider the customer experience they are providing, and think about a new model for customer engagement.
As we think about a new model for customer engagement, let’s keep some things in mind.
Companies no longer fully control the customer journey, customers do
Customer engagement is no longer a static, one-size fits all model.
Companies need to meet their customers on the channels their customers are using - email, chat, social, web , phone, or in store.
Companies need to maintain context and know the customer across all touchpoints – marketing, sales, service.
And, perhaps most importantly, in the modern world, customer engagement isn’t about a single transaction, it’s about building relationships with customers over time.
We believe that the ideal new model is that of intelligent customer engagement.
By using technologies such as big data, predictive analytics, and IoT services, companies can harness the power of information available from devices, people, things, and the web to provide personalized, proactive, and predictive customer experiences that drive long-lasting relationships with their customers built on trust, knowledge and insight. Let’s talk more about what we mean by personalized, proactive, and predictive.
Personalized – understanding who the customer is, the context in which companies are engaging them, and the channel on which they are engaging so that they can deliver the right message or information on the right channel at the right time, and maintain context throughout the customer’s journey. Example – a company’s marketing team could tailor an offer based on their comprehensive understanding of the customer’s past buying behavior, knowledge of people with profiles similar to theirs and the buying habits of those people, and market information that may shed new light on trends relevant to the buyer. By delivering a personalized offer – on the channel or channels that the customer uses – the company stands a greater chance of connecting with that customer in a meaningful way.
Proactive – gathering information to identify patterns and trends, determining the next best action to take, and ultimately taking action without prompting from the customer. This could be applied in a variety of ways, but one example is the collection and analysis of data coming from a solar panel. In this scenario, the sensor on a solar panel indicates that the panel isn’t operating as efficiently as it should. The anomaly is detected by the company supporting it, and the company proactively sends a technician with the right skills and right tools to fix the problem, all without the customer noticing a problem.
Predictive – similar to Proactive, here we’re talking about applying machine learning to both internal and external data to identify patterns and predict outcomes, then make recommendations or suggestions for how to optimize. An example of this is Line of Business Sales processes. Through machine learning technology, recommendations for cross-sell or up-sell can be made to a sales person based on an understanding of the characteristics of the current customer, as well as the historical buying patterns of customers with a similar profile. The sales person could make an informed recommendation to the customer that the customer may not have previously considered, which may add value and enhance the customer’s experience with the company.
Now let’s take a look at what Microsoft offers to enable intelligent customer engagement.
Microsoft offers a portfolio of customer engagement solutions that help companies develop long-lasting relationships with customers through personalized, proactive, and predictive experiences. The portfolio consists of the following:
Sales | Dynamics CRM –Microsoft provides a complete and intuitive sales force automation solution that helps salespeople be more productive so they are freed up to focus on what’s most important – delivering amazing customer experiences. With essential insight, guidance, and tools, salespeople stay focused on the right customers and priorities, win faster by collaborating with colleagues to harness the power of the entire organization, and build trusted relationships with customers through personalized and relevant engagements.
Service | Dynamics CRM – helps companies build brand advocacy and earn customer loyalty by providing customers with exceptional customer service across all channels, and for all service types – self, assisted, and field service. Dynamics CRM also empowers a company’s agents to provide service on any channel, and provides a comprehensive set of intuitive tools, knowledge, and customer insight to help them deliver world class customer service.
Microsoft Dynamics Marketing – is an integrated marketing management solution for marketing operations, planning, execution, and analytics across all channels— email, digital, social, SMS, and traditional. Companies can engage customers one-to-one across channels, build their sales pipeline and demonstrate the impact of their marketing investments in real-time.
Microsoft Social Engagement – enables companies to monitor what is being said about their brand, products, or services across a variety of channels, analyze sentiment, and drive customer engagement. Microsoft Social Engagement is integrated with Sales, Service, and Marketing, providing contextual social insights for all relevant line of business people, not just a few designated social monitoring people in marketing.
Now that we’ve covered the current state of customer engagement, the concept of intelligent customer engagement, and customer engagement solutions from Microsoft, let’s take a look at the major themes for our upcoming Microsoft Dynamics CRM 2016 release.
There are four major themes for our Dynamics CRM 2016 release.
The first theme is Productivity – At Microsoft, we’re committed to reinventing the way companies think about business productivity. We build our CRM capabilities so that they are seamlessly embedded into productivity tools, including Office 365. This year, we’ll enhance the CRM app for Outlook, further enhance the immersive Excel capabilities we added in the spring by providing out of the box excel templates, surface trending documents with Delve, make it easier to generate personalized documents from CRM in word and Excel, and we’ll make it seamless to access contextual CRM documents across SharePoint, Office 365 Groups, and OneDrive for Business
Intelligence – We’ll harness the power of machine learning and predictive analytics to deliver intelligent processes for sales, service and marketing – including capabilities in Sales such as intelligent product suggestions for cross-sell, and for Service, recommended cases and knowledge to resolve customer service cases. We’re also adding intelligent and contextual guidance throughout the entire customer journey.
Mobility – We’ll continue to invest in mobile capabilities for tablets and phones with full offline mobile capabilities, the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and next generation Cortana integration that surfaces CRM data to drive proactive interaction and voice-driven CRM.
Unified Service – We’ll also be delivering a single, unified solution for Customer Service across self, assisted and field service which began with integrating Parature knowledge management in the Spring, and continues with a new role-driven agent experience, a native Knowledge Management solution in CRM and surveys to capture voice of the customer. We’ve also added Field service capabilities with the acquisition of FieldOne.
Now let’s dig a little deeper into what’s new in each of the areas of sales, service, marketing and social.
For sales, we covered what’s new in the key themes – the focus is on productivity, intelligence and mobile.
We’re introducing our first machine learning scenarios for sales with intelligent cross-sell recommendations. We’re also adding trending documents inside CRM dashboards.
We continue our focus of helping sales organizations succeed, creatively. Have a blast selling with FantasySalesTeam’s unique gamification solution that helps sales organizations boost sales productivity, revenue, and user adoption through unique and fun team-based competition.
For productivity, we’re introducing the next generation of our CRM app for outlook, we’re making it seamless to create personalized sales documents in word and introducing templates for Excel to go along with our immersive Excel experience from last spring.
We already talked about full offline support for mobile across both tablet and phone. This is huge for sales reps on the go to get work done any time, anywhere, and task centered apps for mobile enable reps to quickly complete common activities on the go.
We’re taking our Cortana integration to the next level by embedding sales activities, accounts and opportunities into Cortana.
And finally, we are introducing a new, reimaged UI for Insights, powered by InsideView that will make it even easier and faster to spot the news, compelling events, and connections needed to engage customers with relevance.
There are quite a lot of new and enhanced capabilities planned for Service in the Dynamics CRM 2016 release as well.
Starting with Interactive service hub, this new online UX provides role based scenarios to deliver tailored application experiences for agents and support team leads.
For Knowledge management, we integrated Parature knowledge into CRM in the spring. In the CRM 2016 release, though, we are taking the next step. Knowledge management will be completely managed in CRM, including workflows, versioning, translation support and feedback.
For Voice of the customer capabilities, we announced the acquisition of Mojo surveys at the beginning of the year. In CRM 2016, we’re integrating rule-based, multi-channel enterprise feedback management capabilities so you can do things like send a survey for feedback after a customer service interaction.
For Service intelligence, we’ve added Role-tailored service dashboards. We are also introducing our first machine learning scenarios for service to help customer service reps identify the best possible service response and example cases with similar service resolution.
For External party access, we will enable multiple parties with access across CRM including Employees, Customers, Partners, and many others in Industry specific solutions.
And with our new Field Service capabilities, we round out our Customer Service story with the ability manage a service organization where technicians or other mobile resources provide and perform service at a customer location.
Since we launched Microsoft Dynamics Marketing in June 2014, we’ve had an aggressive roadmap of building out capabilities. The 2016 release is focused on SMS marketing, with additional enhancements for email marketing.
With the 2016 release, marketers can truly go mobile. As a modern mobile marketer, you can create powerful SMS campaigns as well as integrate SMS marketing in your multi channel campaigns. MDM will support both outbound and inbound SMS marketing in select markets. This capability truly enables MDM to stand out in the mobile marketing space, and enhances its positioning as one of the best omni-channel integrated marketing management clouds for the modern marketer.
SMS marketing will initially be released in the following markets: USA, Canada, UK, and Singapore
With the 2016 release, we will also continue our investments in core marketing pillars such as email marketing.
With the 2016 release, marketers can truly go mobile. As a modern mobile marketer, you can create powerful SMS campaigns as well as integrate SMS marketing in your multi channel campaigns. Come Autumn, MDM will support both outbound and inbound SMS marketing in select markets. This means ability to:
configure inbound SMS campaigns with SMS keywords to get SMS opt-ins
maintain a database of opt-in and opt-out preferences of your marketing contacts
send outgoing promotional SMSs to opted in contacts for SMS
tracking performance of your SMS campaigns
This capability truly stands out MDM in mobile marketing space and enhances its positioning as one of the best omni-channel integrated marketing management clouds for the modern marketer.
SMS marketing is initially released in the following markets: USA, Canada, UK, Singapore
With autumn release, we continue our investments in core marketing pillars such as email marketing.
We are enriching our new rich email editor that we shipped in 2015 with more user friendly features to make it easier to use for marketers. For instance you’ll see new capabilities to see the generated HTML in your emails interactively.
In autumn release the advanced editing experience has been improved in various ways. For instance it will be possible to use the media library directly from the HTML code.
We also continue to make service enhancements to scale our service in the backend. This would improve our service’s ability to handle high email volume, improved email deliverability, fault tolerance, and logging/auditing capability.
A number of new things are coming for Microsoft Social Engagement as well.
For Social Listening and Analytics
We will provide support for additional sources for listening – support for boards. In addition, with RSS support, customers will have the ability to customize sources coverage and integrate organization specific sources. This includes internal, non public sources like Yammer.
For Intelligent Social, we will provide capabilities for social selling, automated triage, and adaptive sentiment.
Social Selling: Role-tailored views to help sales people find leads, understand the social buzz around targeted accounts and the ability to share content.
Automated triage: to increase team efficiency for sales and service organizations, MSE will automatically detect potential leads vs cases. This will increase sales performance through suggestions on leads coming in from social channels as well as increase team efficiency for service organizations by identifying potential cases coming in through social channels.
Adaptive sentiment: learn from curations of sentiment values to create domain specific models
With Social Center, companies will be able to publish tweets and Facebook posts, support images and videos in Social Center replies, and author information via author lookup.
Publish tweets and Facebook posts: Ability to publish tweets and Facebook posts from within Social Center.
Support images and videos in Social Center replies: You will be able to publish multimedia content when posting to Facebook and Twitter messages in Social Center
Author lookup: Will display additional information regarding the author. For example, for Twitter, number of followers/followings.
With Social CRM, we will provide
Complete end to end customer experience, take social posts and convert into leads, opportunities, cases or any custom CRM entity in Microsoft Dynamics CRM
Productivity & Customization enhancements include support for group collaboration and custom roles.
Group collaboration and custom roles: Introduces processes and workflows centered around groups. Define and set up groups and roles to provide a more streamlined cross-group collaboration experience similar to O365.
Finally, for Sentiment Analysis and UI we will provide support for 14 additional languages.
Support for 14 additional languages – Arabic, Chinese, Danish, Dutch, Finnish, Greek, Hebrew, Japanese, Norwegian, Polish, Russian, Swedish, Thai and Turkish (already supported: English, French, German, Spanish, Portuguese and Italian)
We’ve covered quite a lot in this session, but before we close, I’d like to remind everyone what some of our major differentiators are with Dynamics CRM.
Our solution is:
Outcome-driven: We deliver a user experience with embedded processes that help drive outcomes based on best practices across marketing, sales and service.
Adaptive: We deliver one to one customer engagement with context across customer behavior, channel, history and department
Intelligent: We deliver intelligent customer engagement that is built on trust and knowledge over time – this engagement is personalized, proactive and predictive
One Microsoft – We deliver true end-to-end productivity solutions for customer engagement across CRM, Office 365 & PowerBI
So that is a high level of the concept of Intelligent Customer Engagement, our Customer Engagement solutions, the new things we have planned for the Dynamics CRM 2016 release, and how we differentiate our solutions.
Please stay tuned as my colleagues dive into more detail on sales, service, marketing and social.