Microsoft said its new Dynamics CRM capabilities will be available in the second quarter of 2014.
The enterprise IT vendor said the new Microsoft Dynamics CRM capabilities will enable marketers to drive and manage their marketing campaigns.
In addition, it will help businesses engage with and care for customers in a personalized manner on virtually any device.
The ultimate goal of the update in capabilities in Microsoft Dynamics CRM 2013 is to help businesses sell more effectively.
The update also brings social listening capabilities to every sales, service and marketing professional within an organization to empower more employees with deeper insights.
Bob Stutz, corporate vice president, Microsoft Dynamics CRM, said: “The new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.”
Microsoft Dynamics Marketing comes with added marketing automation functionality to Microsoft Dynamics CRM, delivering insights that will help marketers be smarter and more effectively engage with their customers.
The new release builds on its marketing planning core and adds new features that include a visual campaign designer that allows marketers to design powerful marketing campaigns more intuitively and easier than ever.
This enables CMOs to reach their customers more effectively across multiple channels. It also gives them new lead management and scoring capabilities, scalable email marketing that can deliver millions of messages per day, and deep marketing analytics so they can measure and improve the return on their marketing investments. These new capabilities will be offered in 35 markets in 10 languages.
Microsoft Dynamics CRM enhances core case management capabilities and introduces a new Unified Service Desk, a powerful application designed for call centers that allows agents to handle multiple interactions simultaneously, increasing efficiency by automating repetitive tasks and displaying scripts to help agents provide a more personalized and effective service.
Microsoft Dynamics CRM now offers customers choice in deploying customer service capabilities ranging from self-service via support portals, Facebook and Twitter to Web chat and video capabilities, all leveraging a shared knowledge base to ensure the right answer can be delivered consistently on the right channel at the right time.
Microsoft Social Listening service adds the capabilities for people to analyze and act on market intelligence from social conversations, including measuring sentiment across a wide array of social channels. It also allows users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social Web.
Microsoft Social Listening will be offered as part of the Microsoft Dynamics CRM Online professional licenses at no additional charge; on-premises customers can get Microsoft Social Listening for an incremental cost.