Microsoft's brand-new CRM boss takes the wraps off Dynamics CRM 2016

The new software puts machine learning to work for customer service

When Microsoft offered a peek at the next Dynamics CRM earlier this month, Bob Stutz, the software's longtime leader, was still at the helm. That changed soon afterward, so on Monday, it was a brand-new CRM boss who released the new software to the public.

"As the new leader of Microsoft’s CRM Business Applications group, it is my great honor and privilege to announce that Dynamics CRM 2016 is now available," wrote Jujhar Singh in a blog post.

Most recently, Singh has served as a general manager in the Dynamics business unit. Stutz reportedly has moved on to competitor Salesforce.com.

Microsoft's strategy for the new version of its customer relationship management software has been to enable organizations to better predict trends, be more proactive and deliver personalized customer experiences, Singh explained.

Toward those ends, the software taps advanced analytics and machine learning technologies from the Cortana Analytics Suite to deliver a raft of new capabilities.

For example, sales reps can predict which products and services a customer will need during the sales cycle, Singh said. Machine learning capabilities offer sentiment analysis and the ability to detect social posts that are most likely to represent customer service cases or new leads.

Intelligence is the "meme du jour," so Microsoft's emphasis on that area makes sense, said Denis Pombriant, managing principal at Beagle Research Group.

"In the industry, I think there's more work to do on applying intelligence to customer interactions" in a way that identifies general situations and forecasts solutions rather than "treating each random event as unique and important," Pombriant said. "Perhaps finding short cuts is the next step."

Dynamics CRM 2016 is available both as CRM Online and on-premises in 130 markets and 44 languages.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags Microsoft

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Katherine Noyes

IDG News Service
Show Comments

Father’s Day Gift Guide

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Kurt Hegetschweiler

Brother PocketJet PJ-773 A4 Portable Thermal Printer

It’s perfect for mobile workers. Just take it out — it’s small enough to sit anywhere — turn it on, load a sheet of paper, and start printing.

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Armand Abogado

HP OfficeJet 250 Mobile Printer

Wireless printing from my iPhone was also a handy feature, the whole experience was quick and seamless with no setup requirements - accessed through the default iOS printing menu options.

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?