Story image

Microsoft's answer to the changing nature of customer relationships

25 Sep 15

This month Microsoft has revealed what Dynamics CRM 2016 will bring to users when it’s made available in quarter four of this year.

As the most comprehensive upgrade Dynamics CRM has seen, it will include updates to enable greater intelligence, mobility, service and productivity, according to the company.

The world is changing, and Microsoft wants to be the company enabling businesses, says Christian Pedersen, Microsoft Dynamics worldwide general manager.

According to Pedersen, only 11% of the companies that were in Fortune 500 in 1955 are still in existence.

He says, “Back then companies were expected to have an average lifespan of 15 years, now businesses have an average lifespan of five years. We’ve got to ask ourselves: Why is it dropping?

“It’s because the world around these organisations and businesses is constantly changing, and any company that cannot keep up or exceed that pace of change are eventually going to be out of business.”

“It’s a fundamental matter of survival, they’ve got to be able to change rapidly and they’ve got to have the systems to support that,” Pedersen says.

This is where Microsoft comes in.

“We are not the experts of our customer’s businesses, they are. It’s our job to constantly empower them to achieve what they want do so they can exceed the rate of change in the marketplace,” he says.

A key change impacting businesses of today is the relationship between businesses and their customers.

Haresh Khoobchandani, Microsoft business solutions general manager Asia Pacific, says, "When we think about the world today, one thing that’s forcing organisations to change the way they interact and do business is about delivering superior experiences.

“The average user today is more empowered than ever before, with access to information, knowledge, power, networks.

“Organisations that do not focus on providing a superior experience because of the multiple touch points with the customer will not succeed.”

Customers have come to expect superior experiences, and those who do not receive this will go elsewhere for goods or services.

What makes this harder is that 96% of unhappy customers do not complain, according to Khoobchandani.

The new enhancements to Dynamics CRM are designed to enable businesses to deliver these superior experiences and generate the outcome they want, according to Microsoft.

This includes integration with Office 365 applications such as Excel and Delve, OneDrive for Buisness, and email; an improved mobile experience; and access to more data and analytics.

Customers can now open various Office apps within CRM or the CRM mobile app, and Excel now includes new templates that automate various core tasks, including managing sales forecasts.

In order to maximise productivity, Microsoft has enabled users to manage customer-facing activities on a single dashboard.

The data management and advanced analytics aspect of Dynamics CRM is powered by Cortana Analytics Suite, including Azure Machine Learning.

Furthermore, the next version of Dynamics CRM will provide offline capabilities for sales and service people on phones and tables across mobile platforms - Android, iOS and Windows.

Commerce Commission report shows fibre is hot on the heels of copper
The report shows that as of 30 September 2018 there were 668,850 households and businesses connected to fibre, an increase of 45% from 2017.
Dr Ryan Ko steps down as head of Cybersecurity Researchers of Waikato
Dr Ko is off to Australia to become the University of Queensland’s UQ Cyber Security chair and director.
Businesses in APAC are ahead of the global digital transformation game
“And it’s more about people and culture - about change management - along with investing in the technology.”
HubSpot announces fund for 'customer first' startups
HubSpot is pouring US$30 million (NZ$40 million) into a new fund to support startups that demonstrate ‘customer first’ approach of not only growing bigger, but growing better.
Mac malware on WatchGuard’s top ten list for first time
The report is based on data from active WatchGuard Firebox unified threat management appliances and covers the major malware campaigns.
LearnCoach closes $1.5m seed round
The tutorials are designed for students who want to learn NCEA subjects but can’t make it to a physical classroom.
Bin 'em: Those bomb threat emails are complete hoaxes
A worldwide spate of spam emails claiming there is a bomb in the recipient’s building is almost certainly a hoax.
Marriott sets up call centres to answer questions on data breach
Marriott has released an update on the breach of the Starwood guest reservation data breach which affected 500 million guests.