IntroductionThis brief analyses the strengths and weaknesses of Microsoft's Customer Relationship Management offering.
Microsoft is rated according to its market impact (based on revenues), user sentiment (based on customer perceptions) and technology.ScopeTechnology: an assessment of Microsoft's technology based on specific attributes and the availability of certain features.
User sentiment: tracks end-users' impression of Microsoft's products based on a survey of over 280 Customer Relationship Management users.
Market impact: measures Microsoft's market impact based on its revenues and financial performance.HighlightsEnterprises are increasingly deploying Customer Relationship Management solutions in order to benefit from the unified management of interactions with customers in a sales, customer services or marketing context.
Since Customer Relationship Management could be of benefit to a wide range of organizations, the demand for these solutions will continue to grow.
Consequently vendors need to offer comprehensive yet flexible Customer Relationship Management solutions.Reasons to PurchaseGain detailed knowledge of Microsoft's strengths with regards to technology, user sentiment and market impact.
Customer Relationship Management vendors can benchmark their own performance against Microsoft in various key criteria.
Enterprise IT managers will gain valuable insight to improve their Customer Relationship Management purchasing decisions.