With enormous amounts of customer data to manage and a business to run, it’s a constant balancing act for organizations.
Managing CRM Activity
News on CRM platforms and partnerships has been hot lately. Today, AvePoint announced the general availability of AvePoint Timeline Enterprise for Microsoft Dynamics, designed for managing CRM activity while improving user productivity and customer communications.
The solution allows businesses to manage and organize their records based on how their organization uses CRM as well as the user’s role. It allows them to:
- View and manage CRM activity on the go by loading, navigating, and browsing all activities associated with out of the box or custom records on mobile devices
- Improve CRM user productivity by viewing for various roles in organizations to better support visibility into, and interaction with, customers or business processes
- Enhance customer communications by accessing customer contact information and utilizing Microsoft Lync or Skype integration to place calls directly from AvePoint Timeline
- Optimize CRM record management by marking important actions, events, or milestones within an account to better track activity cycles, effectiveness and response times, and ensure the most up-to-date information is available through both AvePoint Timeline Enterprise and Dynamics CRM
- Present CRM data on Windows 7 and Windows 8 devices
Microsoft CRM Release Expected in Fall
AvePoint’s news comes as Microsoft plans to announce that it will release the next version of its Dynamics CRM on-premises and online products in the fall. Microsoft plans to offer better customer experience management with customer insight and information accessible through a wide range of devices.
“Microsoft continues to see strong momentum and growth with Microsoft Dynamics CRM and Microsoft Dynamics CRM Online,” according to its long-term vision for the product. “We continue to lead with our strengths of productivity, flexibility and scalability to help businesses around the world drive results through our products and services …”
Growing Market for CRM SaaS
According to Seimer the global CRM market grew by 12.5% between 2011 and 2012, or from US$ 16 billion to US$ 18 billion. This is three times the average growth of other enterprise software categories. Of all those CRM applications, 40% were sold as SaaS with the communications, media and IT services vendors the biggest spenders on CRM. The report cites the growing need for call centers.