Customer experience has become increasingly important for brands, yet there is a significant gap between how companies think they’re doing on delivering great customer experiences and what customers think. We believe companies must think about their customer journey and engagement models differently in today’s world.
Our mission with Customer Engagement solutions from Microsoft Dynamics is to enable companies to deliver amazing customer experiences via intelligent customer engagement. We provide end-to-end customer engagement solutions so that companies can deliver customer experiences that are personalized, proactive and predictive. Companies can:
- Personalize customer experiences by creating end-to-end, outcome-focused journeys that engage customers at the right time and place with the right message.
- Create proactive experiences by determining the next best interaction with your customer based on context.
- Make customer engagement predictive by using analytics, internal and external data to identify patterns and predict outcomes.
This document highlights the capabilities of the Dynamics CRM 2016 release, which includes updates to all online services, including Microsoft Dynamics CRM 2016, Microsoft Dynamics CRM Online 2016 Update, Microsoft Dynamics Marketing 2016 Update, and Microsoft Social Engagement 2016 Update that will further our customers’ abilities to deliver amazing customer experiences. Microsoft Dynamics CRM is a major release that will be delivered to our online and on-premises customers. The online services – Microsoft Dynamics CRM Online 2016 Update, Microsoft Dynamics Marketing 2016 Update, and Microsoft Social Engagement 2016 Update – will be delivered as a customer driven update. The Microsoft Dynamics CRM 2016 capabilities highlighted in this document will be delivered for both online and on-premises customers except where noted in the footnotes.