New Microsoft Dynamics CRM 2015 Strengthening Collaboration Between Sales, Marketing & Customer Service

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The upcoming release of Microsoft Dynamics® CRM 2015 includes updates to Microsoft Dynamics CRM Online, Microsoft Dynamics Marketing, and Microsoft Social Listening Services.  These and other features were aimed at strengthening the collaborative efforts between sales and marketing departments, as well as provide greater visibility for your business to improve customer service efforts.  Position your business to take advantage of new opportunities and respond faster to changing customer needs.

As mentioned in “New Microsoft Dynamics CRM breaks down silos between marketing and sales,” posted on, the Microsoft Dynamics CRM updates are scheduled to be made available later this year and should improve collaboration between marketing and sales teams.  Together, sales and marketing teams will be able to plan and execute marketing campaigns with greater efficiency, as well as gain better insight into how customers react.  Combining marketing activities with the sales process, each team will be able to engage customers and provided a more personalized experience at each step of the process.

As marketing campaigns come into fruition and leads turn into sales, the sales team can have greater insight as to how a prospect was approached, what marketing materials were used, and how the lead was created. Similarly with customers, you can also capture details about marketing tactics as well as what activities or events they may have attended, what information they received or downloaded from your website, or other interactions from online or social media sites.  Better yet, customer service departments can have access to the same information being used by marketing and sales.  Should customers contact your business with questions, customer service representatives can have background information, current or historical order data, and other information needed to satisfy customer needs.

Supporting these efforts is a stronger interoperability with Microsoft Office 365, Yammer, Lync, Skype, SharePoint, and Power BI for Office 365. This is an exciting new evolution for Microsoft Dynamics CRM. Contact Sherwood Systems to learn more about strengthening collaboration between sales, marketing, and customer service teams and improving the customer experience with CRM.

By Sherwood Systems, Arizona Microsoft ERP and CRM Partner

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