With the recent reports out from Forrester Wave and Gartner, Microsoft Dynamics CRM is positioned as a strong market leader of CRM suites for the ability to execute, completeness of vision, current offering and market presence. This is the case for the SMB to the mid-size and on to the large organizations.
The Forrester Wave research examined 516 different criteria segmented by customer size and Microsoft CRM was found to be head and shoulders above the rest of the field which included Salesforce.com, Oracle Siebel and SAP. Some of the positive points highlighted from the study are:
- •Through the “Power of Choice”, companies are able to choose how they would like to deploy and license Microsoft CRM. Choosing between on-premises, partner hosted – multi-tenant or private “cloud”, CRM Online and BPOS, gives the organization a lot of choices for infrastructure, staffing and capital expenditures. The “Right Choice” is what’s right for the customer.
- •Integration with other Microsoft products like Microsoft Outlook 2010, SharePoint 2010 and Office Communication Server 2007 R2 also make the adaptation and user acceptance a much easier and welcome process.
- •The quick-time-to-value compared to other customer relationship management systems is a welcomed plus.
The Gartner report showed that Microsoft CRM is in the Magic Quadrant specifically for Customer Service Contact Centers. When you think of CRM software contact and support centers come to mind immediately. So to see that Microsoft Dynamics CRM 4.0 is at the front of the class is a real validation to what most of us have known for a while. Microsoft Dynamics CRM and xRM is a platform that helps your organization win with your internal and external customers. Some of the positive points from the study are:
- •The list of industries and its geographic reach continue to expand and deepen.
- •Microsoft has successfully described its vision of xRM, or application development that allows customers to extend the CRM platform for the needs of the enterprise.
- •Customers can choose from a strong set of Microsoft products with which to integrate — such as BizTalk, Office Communications Server and Microsoft Office SharePoint — to foster tight integration and internal collaboration around the customer, and later to support customer communities.
- •Microsoft Customer Care Framework is now an integral part of Microsoft Dynamics CRM, and is better integrated into the product portfolio.
- •The user interface is intuitive and appeals to broad audiences familiar with the look and feel of Microsoft’s applications.
More information on each of the reports can be found here:
The Forrester Wave™: CRM Suites For Midsized Organizations,Q2 2010
The Forrester Wave™: CRM Suites For Large Organizations,Q2 2010
Magic Quadrant for CRM Customer Service Contact Centers
Engage, Inc has deployed Microsoft Dynamics CRM, SharePoint and Microsoft Office Communications Server 2007 R2 to organizations ranging from under 10 users to over 1000. We are convinced that they are a winning 1,2,3 combination for a total solution. Engage’s deployments have been in the Health Care, Manufacturing / Distribution and Government sectors.
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