Before diving in to our key capabilities, let’s provide some context of where service fits into the overall Microsoft customer engagement picture.
Our mission with Microsoft Customer Engagement solutions is to enable companies to deliver intelligent customer engagement – resulting in amazing customer experiences. We do that via end-to-end customer engagement that is personalized, proactive and predictive.
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So, let’s drill into how our solution delivers on our commitment to Care Everywhere…
DEFINITION of 'Business Activities'
Any activity that is engaged in for the primary purpose of making a profit. Business activities can include things like operations, marketing, production and administration. Also known as "business operations".
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Companies require solutions that help them execute the above Primary Business Activities.
Dynamics CRM is one solution that helps companies execute on Sales, Marketing, and Customer Service activities.
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Companies also require solutions that help them execute Line of Business Activities. These activities are vital to running their business.
Almost all companies must be able to manage their line of business relationships ie. Vendors, Distributors, etc. as well as being able to track all interactions across these relationships. These interactions can be in the form of touch points, requests, reminders, etc.
In addition – Line of Businesses must be able to manage their respective products or services offered as well as leverage Process Automation to improve efficiency for faster outcomes across individual customer experiences.
The applications we focus on are the 3 core CRM workloads of Sales, Marketing and Customer Care. In addition, a key differentiator is the Framework which allows customers and partners to rapidly build Extended CRM Applications. Extended CRM applications can be industry or vertical specific solutions such as Citizen Services Management, or they can be any number of relationship based-applications such as dealer management, patent management, employee self service, and asset management – pretty much any business process where there are records and relationships.
These workloads and applications can be consumed from a variety of devices with modern form factors such as tablets and smartphones but also can be consumed via desktop browsers, an Outlook client and more.
The core workloads we deliver and the Extended CRM applications take advantage of a declarative rapid application development framework providing the underlying relationships, interactions, processes and insights.
Microsoft provides the “Power of Choice” with CRM deployments. With Microsoft Dynamics CRM, Deployment is usually an afterthought since all the capabilities of Microsoft Dynamics CRM are available regardless of whether you use on-premises installation or use CRM in the cloud with Microsoft Dynamics CRM Online. Even further, Microsoft provides the option for our customers to migrate from one deployment model (say cloud) to another (local on-premises) providing maximum flexibility for IT organizations. This allows customers to start their proof of concepts in the cloud and then move to on-premises environment at a later time if the business needs change.
