Microsoft Dynamics CRM 2016 Preview – Delivering Next-Gen of Intelligent Customer Engagement

Microsoft has asserted their market dominance of CRM. With strong growth and industry awards, Dynamics CRM has leapt ahead of its class and confirmed itself as CRM’s clear front-runner.

Microsoft’s commitment to reinvent how companies think about output efficiency is clear, with its focus on the seamless integration of productivity tools and business process management capabilities. These come amidst a host of CRM advantages that help customers to achieve more with Microsoft’s Sales Productivity Solution, of Dynamics CRM Online, Office 365, and Power BI.

Dynamics CRM Online and Office 365 can be used to monitor the formation of relationships, existing and new, and highlight those of a prospective nature. These centrally controlled competencies give employees complete access to current information no matter where they are, on software that they are accustomed to. These increased proficiencies can see lead conversions soar, and consistently improve sales figures.

Microsoft is delighted with the reception and success that Dynamics CRM has accomplished. However, they have stated that they still have much to achieve within the realms of CRM and are only just getting started. These intentions were made all the more real recently with the announced release of Microsoft Dynamics CRM 2016. Microsoft feels that this will be their most comprehensive CRM to date, and a landmark in the company’s efforts to recreate productivity.

In this newly designed Dynamics CRM 2016, Microsoft has committed to giving customer-facing employees a central experience, with the ability to manage their activities in a single solution, reducing the need to switch between applications, and allowing them to focus on what is really important – the customer. This is made possible with a number of exciting new capabilities:

1.       A more intelligent Excel experience

2.       Next-Gen CRM for Outlook

3.       Delve functionality to surface trending content relevant to what a person is working on

4.       Contextual documents across SharePoint, OneDrive for Businesses, and Office 365 Groups for any CRM record

5.       Personalised sales documents

6.       Next-Gen Cortana integration

To further understand these new developments and how they are to be integrated, please see the linked videos below ‘Microsoft Dynamics Solutions for Sales Productivity’ and ‘Microsoft Dynamics CRM 2016 Release Overview’.





Microsoft Dynamics CRM 2016 is not only designed to drive productivity but to go beyond it. Intelligence, mobility, and service are further ways in which the system will provide value to users. Highlights include:

·         Intelligence – new, smarter approaches to sales, marketing and service processes within the Cortana Analytics suite. Companies looking to seal deals fast will see great benefits with capabilities such as product suggestions to cross-sell. Microsoft Azure will be utilised within Microsoft Social Engagement, and generally throughout the entire CRM journey intelligent guidance will be built-in.

·         Mobility – a continuing commitment to investment into mobile for tablets and phones. This will replicate full offline mobile capabilities, with the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune, and next-gen Cortana integration that allows CRM data to drive active interaction.

·         Service – in an ever-developing approach to customer management, Microsoft Dynamics CRM 2016 will bring together Native CRM, Parature and FieldOne, to be part of a highly exciting customer services portfolio.

Furthermore, Microsoft is also investing in strengthening Microsoft Dynamics Marketing, and Microsoft Social Engagement. Broadened marketing channels such as SMS within existent multi-channel campaigns increases the opportunity to utilise intelligent social behaviour.

It’s evident that this CRM update needs to be taken seriously, as the enhancement of capabilities is considerably thorough. To find out more, read the attached Dynamics CRM 2016 preview guide.

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