Microsoft's Customer Engagement Strategy The newest release of Microsoft Dynamics CRM represents a huge leap forward in Microsoft's journey to deliver intelligent customer engagement. The strategy is clear: to enable organizations to personalize customer experiences; to give them the tools to be more proactive, and to empower them with the intelligence to be able to predict trends and identify patterns to know what the customer needs and wants before they do.

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MICROSOFT'S CUSTOMER ENGAGEMENT STRATEGY
FREDERIC PIETERS

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PAST

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CONTROLE

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EMPLOYEES

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360° VIEW

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TODAY

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CUSTOMER ENGAGEMENT

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CHANGE @ MICROSOFT

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BACK TO THE FUTURE
CRM
1.0
(2003)
CRM
1.2
(2004)
CRM
3.0
(2006)
CRM
4.0
(2008)
CRM
2011
(2011)
CRM
2013
(2013)
CRM
2015
(2015)
CRM
2015
SP
(Online
only)
CRM
2016
(2016)
CRM
2016
SP
(Online
Only)

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CRM V1.0

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CRM 2016

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MICROSOFT ACQUISITIONS
Okt 2012
• MarketingPilot => Microsoft Dynamics Marketing (MDM)
March 2013
• NetBreeze => Social Engagement (SE)
Jan 2014
• Parature => Parature, from Microsoft
March 2015
• Mojo Survey => Voice of the Customer
July 2015
• FieldOne => FieldOne, from Microsoft
Aug 2015
• FantasySalesTeam => FST, from Microsoft
Sept 2015
• Adxstudio => Adxstudio, from Microsoft

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O365

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POWER BI

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MOBILE

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CLOUD FIRST / ONLY – DYNAMICS MARKETING

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CLOUD FIRST / ONLY – SOCIAL ENGAGEMENT

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CLOUD FIRST / ONLY – VOICE OF THE CUSTOMER

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CLOUD FIRST / ONLY – FANTASY SALES TEAM

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CLOUD FIRST / ONLY – RELEVANCE SEARCH

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CLOUD FIRST / ONLY – AZURE MACHINE LEARNING

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NOT (YET) IN THE BOX?

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POWER OF CHOICE

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Frederic.pieters@realdolmen.com

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THANK YOU
WWW.REALDOLMEN.COM
More info:
www.traviata.eu