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Introduction

Microsoft Dynamics CRM 2016 has been named as a leader in Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016–17.

Highlights

  • A seismic shift is underway, with enterprises moving away from just the traditional customer relationship management (CRM) basics of marketing campaign management, sales force automation, and service to create full customer engagement platforms.

Features and Benefits

  • Provides an up-to-date analysis of Microsoft Dynamics CRM 2016.
  • Examines its capabilities within the broader omnichannel customer engagement context.

Key questions answered

  • What are benefits of Microsoft Dynamics CRM 2016?
  • How does Microsoft harness its analytics capabilities as part of Dynamics CRM?

Table of contents

Summary

  • Catalyst
  • Key messages
  • Ovum view

Recommendations for enterprises

  • Why consider Microsoft Dynamics CRM 2016?

SWOT analysis

  • Strengths
  • Weaknesses
  • Opportunities
  • Threats

Data sheet

  • Key facts about the solution

Appendix

  • Methodology
  • Further reading
  • Author

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