CRM Perth is curiously monitoring the CRM world for news between Microsoft Dynamics CRM and Salesforce Perth as they battle it out to bring better CRM functions for us to consult our clients on.

Microsoft is anxiously looking forward to making a positive move aimed at Salesforce.com which is the rival of their CRM Customer Relationship Management. Their move is reinforced with many new capabilities for increased customer support, social media monitoring and marketing automation.

The three components that in part came about by the Microsoft acquisition of Net Breeze, MarketingPilot and Parature, produce a true sense of competition with Salesforce.com’s ExactTarget, Radian6 and Service Cloud software products.

Dynamics CRM and Parature senior director Bill Patterson has commented that MarketingPilot has undergone a “complete overhaul” designed to make it feel similar to and look like Microsoft’s core CRM application. In the beginning, Microsoft had just offered a connector to MarketingPilot. In addition, it has transferred the product which is now known as Dynamics Marketing, and brought it to its Azure cloud service.

Support will continue for on-premises MarketingPilot customers on the current implementations they enjoy currently. All new innovations will be pushed by Microsoft into Dynamics Marketing, which Patterson points out is only available as a cloud service. At this point in time details were not available on potential migration offers Microsoft is considering for on-premises customers.

As soon as campaigns are set and running, ongoing analytics are provided by the software that show their relative success. Patterson also points out how simple it will be for marketers who are on the fly to make any changes to their campaigns.

Another new development Microsoft has introduced is an application titled United Service Desk. The product works efficiently with both the on-premises and cloud-based versions of Dynamics CRM.

United Service Desk is targeted at workers in support call centers who handle inbound inquiries in high volumes all the time attempting to keep customer interaction personalized and cordial. Patterson points out how it can pull together information and data from CRM systems and various other sources, all into a single view. It will work smoothly and efficiently with Parature’s tools for chat, self-service portals and knowledge-base software.

Finally, the NetBreeze social media software acquired by Microsoft has been given a name. They have dubbed it Social Listening. The software tracks mentions products and social media brand names and proceeds to carefully analyze the data utilizing natural language processing which help make a determination of the sorts of sentiments that are expressed.

Social Listening will for no charge be included along with Dynamics CRM Online professional edition licenses. Although not offering any specifics, Patterson said pricing for Dynamics Marketing and the incremental fee on-premises Dynamics CRM users will have to pay should they opt to turn to Social Listening are going to be made known at the Convergence conference in march.

If a hint from Patterson and past history are any guide, Microsoft will competitively price all new wares it offers against Salesforce.com and all others.For more details Please Visit: http://crmperth.com.au/ and do a mail enquiry@CRMperth.com.au You can call on the           no.: (08) 9325 4505.