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The Magic Quadrant focuses on ERP systems that support a single-instance strategy for multientity midmarket and upper-midmarket companies. Leading systems are modernized around product and delivery, but most are still slow to support a postmodern strategy and to offer IMC capabilities.
Microsoft Dynamics CRM drives strong value and usability with an outcome-driven experience that is seamless across devices. Gartner, a leading independent research firm, recognized Microsoft Dynamics CRM as a Leader in its "Magic Quadrant for Sales Force Automation" report.
Microsoft Dynamics CRM is placed in the Leaders Quadrant of the 2014 Magic Quadrant for the CRM Customer Engagement Center based on its completeness of vision and ability to execute.
Integrated marketing management (IMM) represents the marketing strategy, process automation, and technologies required to integrate people, processes, campaigns, channels, resources, and technologies across the marketing ecosystem. Microsoft moved into the Challengers quadrant. Companies seeking a solution that integrates campaign management, marketing resource management, and analytics should review this research.
Organizations invest in CRM to Speed their Journey to Customer Centricity. The only source of competitive advantage is the one that can survive technology-fueled disruption: an obsession with understanding, connecting with, and serving customers. Many large organizations have already implemented a CRM solution, and many are investing more to upgrade their tool set.
Buyers need to probe deeply to find the right CRM Suites Solution. Key vendors have transitioned to cloud deployment models, offer improved support for agile business process management for multichannel interactions, have deepened their ability to manage customer data and provide richer analytical insights, and have added social computing and mobility capabilities.
Customer Service is the Cornerstone of a Great Customer Experience. However, delivering good service is difficult. Nearly 70% of US consumers reported an unsatisfactory service interaction during the past 12 months. Organizations must navigate rapidly-changing customer expectations and look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.
The customer service needs for a business-to-business (B2B) company are not the same as the needs for a B2C company. Likewise the needs of a phone customer service agent are not the same as that of a customer service agent supporting digital or social channels. As you refine your vendor selection, carefully evaluate the criteria in this evaluation to pick a solution that is right for your needs.
Enterprise application vendors have continued to invest in making their applications more usable, as buyers expect support for broader user productivity and enablement. With leaders accelerating the pace of releases focused on user interface (UI), mobile, and in-application data to align themselves with Dark Cockpit principles, others have been challenged just to maintain their position.
On September 16, 2014, Microsoft announced Microsoft Dynamics CRM 2015 and updates to Microsoft Dynamics CRM Online and Microsoft Dynamics Marketing. In looking at the new capabilities, Nucleus found it could streamline collaboration between marketers and sales people to increase productivity and accountability and reduce administrative overhead.
Mobile enterprise applications represent one of the next frontiers of innovation for enterprise applications. This IDC Insight discusses the opportunity for mobile enterprise applications to change more than just the way employees submit expense reports, check schedules, and access reports.
The Magic Quadrant for Sales Force Automation, the Magic Quadrant for CRM Customer Engagement Center, and the Magic Quadrant for Integrated Marketing Management are not designed to be the sole tools for creating a vendor shortlist. Use them as part of your due diligence and in conjunction with discussions with Gartner analysts.
These graphics were published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. Gartner does not endorse any vendor, product, or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.