Customer relationship management (CRM), especially cloud-based CRM, is a rapidly growing industry, and one of the world’s tech titans has recognized this trend and pledged to ramp up its efforts in this field. Microsoft just announced a renewed commitment to building up its customer service resources, Destination CRM reports.
Jujhar Singh, general manager of Microsoft Dynamics CRM, said that Microsoft Dynamics now has 3 million users across 39,000 different sites in 80 countries. But he wants to see those numbers grow even more – CRM has seen double-digit growth in each of the last eight years, and Microsoft will work on a new interface that combines mobile technology and social intelligence, all accessible at one click of a button. Analytics will be a primary focus.
Microsoft is hoping to take its already existing software tools, such as Word, Excel and Outlook, and integrate CRM elements so that data is more easily accessible in the workplace. Cloud deployments and mobile devices will also be involved.
Seth Patton, senior director of CRM product marketing for Microsoft Dynamics, told CRM Magazine that cloud deployments were a “key part” of Microsoft’s strategy. Sixty percent of new customers have chosen the online Microsoft Dynamics CRM model since January 2011, and Patton now calls the cloud “a default way of doing business.”
“Customers, when they choose Microsoft, do so for a number of reasons,” Patton said. “Cloud is definitely one of them.”
Microsoft now more secure
Another reason to choose Microsoft, it’s worth noting, is security. In past years, Microsoft’s software was lambasted for its high level of vulnerability to outside intruders – the threat of hackers was scaring consumers away from using Windows and Microsoft Office products. But there’s been a gradual decline in risks throughout the last decade. According to Secunia, risks associated with the top 50 most popular programs are made up of 86 percent of non-Microsoft vulnerabilities, up significantly from 2011 when the non-Microsoft share was 78 percent. Windows is no longer the primary concern.
With its increased emphasis on security, Microsoft can now be more brazen in its approach to expanding cloud initiatives. The corporation is now building applications using both the Windows 8 platform and HTML5, looking to draw interest from a variety of potential clients.
“We are working toward having much more open systems,” Singh told Destination CRM.
The cloud and cloud-based CRM are going strong, and one of the world’s biggest software companies refuses to be left behind. Microsoft is making big strides in the CRM world today.