Microsoft’s Acquisitions Creating a CRM Renaissance

August 21, 2015   //   Customer Relationship Management, ,

Are we seeing a renaissance at Microsoft when it comes to using Microsoft’s Dynamics CRM to service customers pre and post-sale? Two recent acquisitions by Microsoft confirm that the recent realignment of their Dynamics CRM to the Cloud and Enterprise (C+E) team was a strategic doubling down on the CRM market.

Microsoft Acquires Global Provider of Field Service Management Systems

The recent announcement of Microsoft’s acquisition of FieldOne gives Dynamics CRM more depth of functionality for their customer service module. FieldOne is already in the cloud which aligns well with their Parature acquisition, new Microsoft Dynamics Marketing (MDM), and core CRM Online services.

It will be interesting to see what this means for customers who use on-premises CRM. Right now, the experience with on-premises customers who use Parature or MDM is a bit disjointed; it feels like you are using software from two vendors. This will inevitably get better over time—something we are familiar with across many Microsoft-acquired and integrated products.

Microsoft Acquires FantasySalesTeam’s Gamification Platform

More recently, Microsoft announced the acquisition of FantasySalesTeam, a sales gamification platform tied to CRM that helps boost sales productivity through team-based competition.

Gamification is being used more and more in sales/contact centers. Basically, it’s designed to make the sales process more rewarding by motivating employees to accomplish goals and hit stated metrics.

In contact centers, the quicker the customer service representative can resolve an issue, the more tickets they can get to in a day. What’s interesting about this acquisition is that FantasySalesTeam is taking on gamification for sales teams. For those of us in sales, we know that many times motivating sales professionals is a little bit like herding cats. This acquisition has some “cool” factor built in because they are tying a sports fan concept into a business process. We can’t wait to see how this turns out.

The New and Improved Microsoft Dynamics

Microsoft is doubling down on improving worker productivity within their already feature-rich and competitively-priced Dynamics CRM suite of products. Recent acquisitions only add to its value. If you would like to learn more about how your organization can take advantage of managing your customer lifecycle—from marketing to sales to service—give us a call at 630.572.0240 or email us about your business challenges.

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