State of the Market - CRMCS · Email Phone Mike 7135 Main St. Redmond, WA [email protected] (821)...
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Transcript of State of the Market - CRMCS · Email Phone Mike 7135 Main St. Redmond, WA [email protected] (821)...
State of the Market
Customer Experience
2020 By 2020, customer experience will overtake price and product as the key brand differentiator.
Productivity40% of a worker’s productive time is lost when switching tasks. This costs the global economy $450B per year.
40%
Speed of BusinessOrganizations embracing digital transformation generate an average of $100M more income each year.
$100M
customers
products operations
employees
CRM ERP
MicrosoftDynamics 365
Field Service
Sales Customer Service
Project Service Automation
Marketing Operations
Common Data Model: Dynamics 365
Dynamics 365
Common Data Model: Dynamics 365 +
Dynamics 365
Common Data Model: Dynamics 365 + +
Dynamics 365
customers
products operations
employees
customers
employees
operations
products
Customer 360º
Customer knowledge &
interactions
Pre-built integrations
Bring your own data
Build your own applications
Insights for each business
role
NEW
NEW
Automaticity view all
emails in CRM in the right
context
Get actionable insights
from the Relationship
Assistant based on CRM
and Exchange signals
Know what happens after
you send an email by
tracking email interaction
Today
Redefined business processes
Fall and spring releases
Common user experience and integrated navigation
Common application platform with PowerApps
Common Data Model with integration to existing schemas
