Microsoft Updates Dynamics CRM with Social Features
Microsoft announced that it would be adding social features to its customer relationship management offering – Dynamics CRM. It launched a November 2011 update for the Dynamics CRM suite, which adds integrated social collaboration capabilities to it. [1] Microsoft competes primarily with Oracle (NASDAQ:ORCL) and SAP (NYSE:SAP) in the traditional on-premise CRM market, and with Salesforce.com (NYSE:CRM) in the cloud based, on-demand CRM market.
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The Dynamics business suite comes under the Microsoft Office division, which accounts for more than 30% of Microsoft’s Trefis price estimate of $32.
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Microsoft has been trying to break into the cloud based CRM market with the Dynamics CRM Online offering, while Oracle and SAP try to do the same with cloud based versions of their CRM software. We expect the total revenue from Dynamics CRM and ERP to reach $2.7 billion by the end of the forecast period.
[trefis_forecast ticker=”MSFT” driver=”1144″]
Microsoft Brings Social to the Enterprise
The new release brings a host of new social features to Dynamics CRM, including activity feeds like Facebook, micro-blogging like Twitter, conversations and automated activity updates like the new Facebook Ticker. It also adds activity feed support for the Windows Phone 7 platform, which Microsoft is trying to aggressively market to its enterprise customers. These new features will improve collaboration among sales executives and customers. It also offers a unified experience with the cloud version of Microsoft’s Office suite – Office 365, by offering a common administration and billing interface.
Brad Wilson, General Manager of Microsoft Dynamics CRM Product Management Group, said:
Across Microsoft, we deliver social capabilities that help customers and businesses build more productive relationships. By bringing together new social collaboration capabilities in Microsoft Dynamics CRM with familiar collaboration technologies such as Office, SharePoint and Lync, businesses will be able to expand their relationships with customers and gain even deeper insight and understanding.
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Notes:- Microsoft Dynamics CRM Delivers Social Productivity to Customers, Press Release [↩]