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CRM 2013: This time it’s personal

Earlier this week Microsoft set expectations around the latest release of Dynamics CRM, Dynamics CRM 2013, asserting the new release “makes business personal.”

Microsoft Dynamics CRM

In a blog post accompanying the announcement (Making Microsoft Dynamics CRM personal) corporate vice president of Microsoft Dynamics CRM, Bob Stutz, set the scene:

At Microsoft Dynamics, we have reimagined our CRM solution to address these shifting fundamentals, giving your people the tools they need to be successful. To us, this means making business personal. Forget those infamous words from “The Godfather” that business is not personal – business is personal. Buying decisions are very personal, and companies who are looking to deliver exceptional customer experiences need simple, intuitive, smart and easy to use solutions to help them succeed. That’s why we are so excited about our upcoming release of Microsoft Dynamics CRM 2013. We have completely reimagined our user experience, streamlining it so that the user can easily see what they need to do, accomplishing their tasks quickly and easily.”

Highlights in this release include better mobile application support, improved integration with social enterprise solution Yammer and communications platform Skype, while it’s also expected that the MarketingPilot marketing automation software that Microsoft acquired earlier in the year will be incorporated into the core CRM offering. Lastly, according to the official press release. Microsoft is also looking to revamp the core user experience of Dynamics CRM, “implementing a new outcome-driven user interface based on industry-leading best practices, helping sales teams to easily move from lead to close faster than ever before,” while also allowing business processes to be changed on the fly to cater for different and evolving customer needs.

At launch, mobile applications for both Windows 8 tablets and the Apple iPad will be provided – at the time of the release, with “touch-optimised mobile experiences” for Windows Phone 8, iPhone and Android phones “shortly” following the solution’s release.

“Seamless” integration with the Lync and Skype communications platforms is also promised, while the integration with Yammer is also highlighted, as a way of better facilitating collaboration between colleagues from within the CRM solution.

Not much has been disclosed about MarketingPilot, the marketing automation solution Microsoft acquired earlier in the year, although indications are that it could be bundled with CRM, creating a value-led offering that better equips Dynamics CRM to compete with the likes of Salesforce.com and its Radian6 marketing automation solution.

Lastly, changes to how Dynamics CRM is licensed have also been signalled, although it appears the details of these changes won’t be disclosed until Microsoft’s annual Worldwide Partner Conference in Houston next week.

Microsoft Dynamics CRM 2013 is scheduled to come out in the fourth quarter of 2013, with both the on-premise and cloud-based versions of the solution receiving updates at that time.

Posted by: Tim Howell, Marketing Manager | 05 July 2013

Tags: CRM, Dynamics Day, Mobile, Windows 8, Social, Microsoft Dynamics CRM, Skype, Lync, Social Enterprise, Dynamics Day 2013, WPC

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