Yesterday, David Pennington of Microsoft had a feature article in Forbes entitled From Customer Management to Customer Engagement. In the article, Pennington discusses the new world of work, and what Microsoft envisions for the users of Dynamics CRM.
"We envision systems that are outcome-driven, focusing on results as much as data. Systems designed to help people actually accomplish the things they need to do. When we make this shift, we’re empowering our people to engage with customers—not just track and report on them. And that’s where the real value lies."
As someone who has seen first-hand how technology can empower people to achieve success, Melissa Singer of Signature Flight Support, a Customer Effective customer, was quoted in the article. She stated, “I heard from our CSRs across the nation that their prayers had been answered. With Microsoft Dynamics CRM; they were instantly more connected. They felt like a part of a team, like someone was out there enabling them to deliver a better service than they ever could on their own.”
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To read the entire Forbes article,