It’s safe to say there has never been a time like the present. We have seen changes in how we conduct business – from our customer’s business, and also on our daily lives as consumers. With that in mind, Microsoft continues to empower organizations to adapt their business processes to respond to changes in real-time, retain and stay connected to customers and employees, and maintain business continuity amid the global pandemic through Dynamics 365 Customer Relationship Management (CRM). The world’s Top 100 companies such as Walgreens Boots AllianceCoca-ColaFedEx, BNY Mellon, and Ecolab, to name a few, are a testament to how brands are using Dynamics 365 to reinvent the customer experience and deepen engagement. Microsoft continues to accelerate market momentum and is recognized as an industry leader for product innovation across the entire customer lifecycle, as evidenced in recent analyst reports.

4 ways Microsoft is a leader in customer lifecycle management

The Forrester Wave™: Customer Analytics Technologies, Q3 2020—A LEADER

A Leader in the most recent Customer Analytics Technology Wave, Microsoft also received the highest Net Promoter ScoreSM from its Microsoft Dynamics 365 Customer Insights client referencesForrester cited, “High client satisfaction coupled with rapid market success make Dynamics 365 Customer Insights a compelling option for marketers and CI pros looking for a new solution.” Forrester noted that Dynamics 365 Customer Insights is an enterprise real-time, self-service CDP solution with pre-packaged customer analytics capabilities and easy data exploration, and visualization through integration with Microsoft Azure Cognitive Services, Microsoft Power BI, and Microsoft Graph.

Gartner Magic Quadrant: CRM Customer Engagement Center—A LEADER

For the seventh consecutive year, Microsoft is a Leader in the June 2020 Gartner Magic Quadrant for CRM Customer Engagement Center with improved placement YoY. The analysts looked for emerging capabilities that demonstrate innovation of the CRM CEC solution and recognized our ability to execute and completeness of vision in this space.

Gartner Magic Quadrant: Sales Force Automation—A LEADER

For the 10th consecutive year, Microsoft is a Leader in the July 2020 Gartner Magic Quadrant for Sales Force Automation. According to Gartner, this “market grew 11.1 percent to an estimated $7.8 billion in 2019,” and “vendors improved usability, forecasting, and guided selling.”

Gartner Magic Quadrant: Field Service Management—A LEADER

As shared in our blog, “Gartner positions Dynamics 365 Field Service Magic Quadrant Leader,” Microsoft is a Leader in the July 2020 Gartner Magic Quadrant for Field Service Management. According to Gartner, “vendor” positions in this Magic Quadrant reflect clients’ new expectations in areas such as collaboration, safety, business models, and AI-driven decision support for parts and labour planning.” Microsoft pioneered leading-edge technologies including Microsoft Azure IoT, Microsoft Power Platform, and mixed reality applications that have led to the development of rich features that empower technicians and increase productivity, optimize resources, and enhance customer satisfaction.

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