Microsoft Dynamics CRM 2013 to Be Released in the Fall

dynamics.jpgMicrosoft Corp. has announced that its 2013 release of  Dynamics CRM—to be available this fall—is designed to make business personal by enhancing mobile support and social capabilities, as well as by providing contextual information to customer-facing professionals. Microsoft Dynamics CRM 2013 can be delivered both on premises and in the cloud.

Main capabilities include:

  • Connection to the Microsoft's marketing automation application, MarketingPilot

  • Business processes automation

  • Outcome-driven user interface

  • New mobile client applications on iPad and Windows 8 tablets

  • Access to Yammer

  • Seamless connection between Lync and Skype

Microsoft expects that organizations using Dynamics CRM will be taking advantage of the new features to face an increasingly educated mass of customers. Bob Stutz, corporate vice president, Microsoft Dynamics CRM, explains:
Customers don’t want to be sold to anymore. [...] They expect businesses to help them make the most informed choice. Microsoft Dynamics CRM helps people connect with these customers in a way that is personal—giving them the information they need to choose the right solutions.

With the 2013 release of its Dynamics CRM product, Microsoft is following market trends that have been around for a while (i.e., mobile, social, etc.) and at the same time is taking a direction towards process automation for sales, services, etc. Process-driven customer relationship management (CRM) has been a powerful niche, with Pega, Sword Ciboodle (Kana), and BPMonline dominating it. It will be interesting to see if more major players will acknowledge the benefits of BPM + CRM and enhance their solutions accordingly.
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