Microsoft Goes Social With Dynamics CRM

Redmond is flexing its social customer service muscles. Microsoft on Tuesday unveiled a set of Dynamics CRM capabilities, including social listening, aimed at helping organizations match their customers to the right products and services, engage with them in the right way at the right time, and nurture their relationships.

Microsoft trumpeted the new release, which is expected to make its market debut in the second quarter of 2014, as delivering on its rapid innovation promise. Indeed, the new Dynamics CRM release adds new functionality to help marketers be smarter and efficiently drive and manage marketing campaigns.

New tools also promise to help businesses engage with and care for customers in a personalized manner on virtually any device, anywhere and to ultimately sell more effectively. And in one of the most anticipated features yet, Microsoft has added social listening to the mix to serve up deeper customer insights.

Changing the CRM Game?

EUBusinesses want solutions that give them market insights and the ability to deliver amazing customer experiences,EU said Bob Stutz, corporate vice president of Microsoft Dynamics CRM. EUThe new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.EU

Microsoft is betting chief marketing officers want a marketing solution that helps them plan and execute strong marketing campaigns, gives them insights into the impacts of their marketing activities, and provides them with the ability to optimize the marketing mix to deliver the most impact to their businesses. Microsoft Dynamics Marketing, formerly MarketingPilot, aims to fill the bill by adding marketing automation functionality to Dynamics CRM that promises to deliver insights that will help marketers be smarter and more effectively engage with their customers.

One of the new capabilities is the Unified...

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