This document discusses strategies for improving customer engagement through personalized, proactive, and predictive experiences across marketing, sales, and customer service. It highlights how leveraging customer data and artificial intelligence can help businesses better understand customer needs, provide relevant recommendations and content, and deliver seamless experiences across channels. The document also notes that focusing on the customer experience and value can help businesses sell more effectively and build stronger, long-term customer relationships.

2. of all internet users
are now active on
social media
72% of internet users trust
consumer opinions
posted online
68%
of consumers are willing
to pay more for a better
customer experience
86% of customers have left a
brand due to bad
customer service
65%

3. Personalized | Proactive | Predictive
Market
smarter
Customer
engagement
Care
everywhere
Sell
effectively

5. 44 QUARTERS
of high double digit growth
CRM business by numbers
Platform
Business AppsProductivity
2x CRM online
Revenue
3x Net Seat Adds
4x CRM online with
One Million +

6. Abilitytoexecute
Completeness of Vision
 Enterprise CRM Suite
 Mid-market CRM
Suite
 Small Bus. CRM Suite
 Salesforce
Automation
 Case Management
2015 Winners by category:

9. Our Strategy: Unified Service
Agent ExperiencePhone
Email
Chat
Social
Community
MessagingWeb
Video
Internet of Things
Cobrowse
Case
Management
Knowledge
Management
Business
Process
Voice of the
Customer
Service
Intelligence
Mobile Field Service
• Depth of capability
• Engagement-centric
• Enterprise and Global
• One Microsoft
• Total cost of ownership

10. Zero In Win Faster Sell More
The easy to adopt, easy to use Microsoft solution for sales productivity transforms sales teams into top performers that are
highly connected and collaborative by surfacing the right information at the right time no matter where they are so they
can engage their customer in meaningful ways.
See your sales
data in a whole
new way with
Power BI
Identify the right
opportunities with
Microsoft Social
Engagement
Engage with
relevance using
Insights
Drive desired
outcomes and
best practices with
Guided Selling
Leverage
connections to get
referrals
Untether yourself
and your work
Discover the right
content via
machine learning
Collaborate with
your team to close
more deals
Tap into the social
intellect of your
company
Yammer
SharePoint
Skype
Delve

11. Cortana
Business & Personal
intelligence
Delve
Relationship
Azure ML Cloud

12. PERSONAL&BUSINESSINTELLIGENCE
Cortana with
CRM
Surface information from CRM
alongside information from
Outlook and other tools in
Cortana
Expanded view of key CRM
records.
Quick navigation to record in
CRM

13. Integrated with Azure ML
Recommendation API
Configure and build
recommendation model in
Dynamics CRM using
historical data
Embedded Insights in
Dynamics CRM
Mix ML and product links
based recommendations

14. Trending documents in your
network

15. Mobile User
Productivity
• Document management
• App-to-App deep linking
• CRM app for Outlook
Mobile Platform for
Business Analysts
• Interactive controls
• Task based experiences
• Mobile client form preview
• Web Resources & IFRAME
Enterprise Grade
Capabilities
• Offline support
• Mobile management with
Intune

16. BUSINESSUSERCENTRIC
Task Based
Experience
Preview
Allows users to focus on the tasks
they need to perform
Data and actions from multiple
entities brought together
Support for business logic and task
branching

17. ORCHESTRATION&COMPOSITION
App to App
De-linking
Deep linking directly to a
record/view/dashboard in the
CRM mobile app
Inbound links from other apps
(email, mashups ) to CRM with
mobile-specific URI
Built-in email sharing for apps

18. PRODUCTIVITY
Document
Management
View documents in context of
opportunity, case or
any entity
Seamlessly integrates with Office
for documents
View private documents on
OneDrive for Business or team
documents in SharePoint

19. Phone & Tablet for CRM
Online Customers only
ENTERPRISECENTRIC
Azure based Middleware
for scalability
Automatic Playback of
Offline Actions
Users get offline data based
on segmentation rules
Easy set up with
profiles & templates

20. ORCHESTRATION&COMPOSITION
iFrame & Web
Resources
• Extensibility and Integration
within tablet apps for CRM
• Custom UI and Logic using Web
Resources
• Composition of services using
IFRAME
• Mashups extended to Windows
10

21. BUSINESSUSERCENTRIC
Mobile Client
Form Preview
High-fidelity preview of
the mobile forms and
dashboards when editing
and applying
customizations
Full preview of both
phone and tablet form
factors

22. ENTERPRISECENTRIC
Mobile
Management
Corporate
Personal
Protect enterprise data using
Microsoft Intune
Policy Managed apps for iPad
and iPhone

24. Share templates across team
members
Pre-built templates for
different business cases such
as incentive compensation
calculation
CRM App for
Outlook v2
Hybrid
scenarios
One Drive
for Business

25. Document
Generation
Server Side Generation
Excel & Word Templates
Personal & Organization
Scope
Scenarios
Excel Pipeline analysis
Excel Case Summary
Word Quote & proposal Quick Generation Two clicks from command bar.
Many clicks including convoluted mail
merge process.
Template Options Word, Excel and email templates. Word and email templates.
Output Options Supports Word, Excel and email. Word and email.
File Delivery &
Storage
Store on client device. Store on client device.

26. Across All Regions
EMEA & APAC
Phone OWA
Available across all devices
Excel Templates
Hybrid
scenarios
One Drive
for Business
Productivity
Platforms
Firefox, Safari & Outlook on Mac
Track your Outlook email while
on the go
Quickly add email senders as
CRM Contacts
Easily create new records
View contextual CRM
information about the email
sender

27. Share these documents with
other individuals
Private document storage,
Private One note
All document sources in one
place
Excel Templates
CRM App for
Outlook v2
Hybrid
scenarios
One Drive
for Business

28. Close more deals
Get recommendations on potential leads,
people to follow and content to share
Insights
Stay on top of your Customers and
Competitors
Network
Grow and engage your social network
Social Selling

29. Create Cases in CRM from MSE
 Leverages Any-2-Any framework
 Rule-based creation and ability to
determine escalation path
Retrieve Case details from CRM
in MSE
 Configuration to retrieve specific attributes
from Case in MSE
Social Care experiences in MSE
 Sort and filter MSE posts based on “link” to
CRM

30. Improve productivity
 Finding things should be easy and fluid
 Simplify Navigation
 More contextual actions
Reduce / eliminate redundancy
 Repeating information creates confusion and complexity
Relevancy
 Identifying the most important information to each user, at
the time and place they really need to see it
Unified User Experience
 Use common UI patterns with other CRM products
 Visual styling
 Typography
 Iconography

31. Article history, notes
and tasks
Business process
flow
Version information
All the relevant
actions

33. Voice of the Customer
Use cases in Sales Service & Marketing
Surveys across channels
Quick creation
of surveys
through a rich
designer
experience

34. • Higher Field Engineer utilization
with schedule and route
optimization
• Integrated mobile app
• Manage service parts
• Differentiated offerings with
service contracts
• Track customers assets
• Configurable cloud based
application