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97% of Customers Say Customer Service Is a Key Differentiator in Their Decisions
--THIS IS A DRAFT-- Survey says: customers around the world expect more In a world where companies compete more and more on the basis of customer experience, understanding what those customers...
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Should Customer Service Agents Know All the Answers?
According to the American Express Customer Service Barometer , 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most...
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Connect as a Team to Provide Value to your Customer
The days of the lone wolf seller are over. There was once a time when a good salesperson could close major deals alone. For most sales situations, those times are gone. To succeed today, the...
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Campaigning for Customers: How CRM can Help
Winning customers is like running for the President of the United States; the competition is stiff and everyone seems to be full of it. Using the right CRM tools and resources makes running your...
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India Datacenters Open for Business: Now Serving India CRM Online Customers
Today in India we’re announcing the general availability of Microsoft Dynamics CRM Online served from new datacenter regions in Pune and Chennai, joining Microsoft Azure and Office 365 in...
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Microsoft Wins 2016 CUSTOMER Magazine CRM Excellence Award
“Recognition is the greatest motivator.” – Gerald C. Eakedale As Microsoft continues to strengthen our investment and innovations in the business applications space, we continue to...(read more)
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Know your Customer to Solve their Next Problem
With the right information, the way forward is clear. If you’ve been following this blog series, you know that everything companies need to do to succeed in the future is centered on the...
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6 Ways Communities Complement Customer Service
In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer...
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The Role of Customer Service in Higher Education
With arguably one of the most connected, growing and continuously-changing customer bases, higher education is making use of some of the private sector’s most successful customer service...
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Microsoft Dynamics CRM Spring 2016 Wave Now Generally Available: Unleashing...
I am extremely excited to announce that the Spring 2016 Wave of Dynamics CRM is generally available beginning today. Our increasingly connected world is enabling a fundamental transition to a new...
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Why Get on Board with the Internet of Things Now? (A Cheat Sheet)
Let’s say you work in a field service management role. (We’d hope, because that’s the ideal audience for this particular blog.) You’ve talked to colleagues, read some of our posts...(read more)
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Customer Driven, Live Online Event to Debut Enhances Capabilities from...
Today’s customers are accelerating the pace of business and driving change. Smart, connected and savvy, their expectations are higher than ever, and they seek increasingly more sophisticated...
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16 Top Customer Experience Takeaways from CRM Evolution
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference (as well as the Customer Service Experience and SpeechTEK conferences running...
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4 Tips to Transform Your Field Service from Price Tag to Profit
It may seem surprising, but your field service technicians are often your best salespeople. People often think of field service as a cost center—a necessary part of the overall business, but...
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INFOGRAPHIC: 2016 U.S. State of Customer Service
As customer service and the customer experience become key differentiators for brands and organizations across all industries around the world, it has never been more important to know as much as you...
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Transform Field Service with IoT
At its heart, the Internet of Things (IoT) is really about people, not the gadgets themselves. These connected devices can improve human experience and interaction, particularly in the service...
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Top 5 Takeaways from Customer Driven
On June 7, Microsoft hosted Customer Driven , a virtual event examining the changing technology landscape and the impact of digital transformation on customer engagement in the new service economy....
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3 Striking Statistics from Microsoft's 2016 State of Global Customer Service...
No matter where you are in the world today, one thing is for sure. Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights - and...
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#CustomerDriven: Catching Up with Rolls-Royce and Blendtec
If you missed it or just can’t wait to hear more, Customer Driven debuted enhanced customer engagement tools from Microsoft Dynamics CRM and showcased differentiated customer service and...
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55% of Customer Service Interactions Now Begin Online
Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer...
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