Forrester report – Vendor Landscape: Digital Services Providers For Microsoft Dynamics CRM And AX

Microsoft continues to gain traction in the business applications market for large enterprises — with Dynamics AX and Dynamics CRM. Large enterprises are deploying these products in enterprise wide and two-tier scenarios, both on premises and in the cloud. many enterprises are turning to the services partner ecosystem for skills and experience, industry versions, and business process consulting. This report provides an overview of the key services provider choices for application development and delivery (AD&D) pros deploying Dynamics AX and/or Dynamics CRM and key factors for selecting the best partner.

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IDC comments on Dynamics AX

Microsoft Announces Dynamics AX in the Cloud: It's Been a Long Time Coming But Worth the Wait, November 19, 2015 By: Robert P. Mahowald, Christine Dover

On November 19, 2015, Microsoft announced that its next release of its flagship ERP solution, Microsoft Dynamics AX, will be available in the cloud in the first quarter of 2016. This release has been a long time coming, but based on what we've seen, it appears to be worth the wait as Microsoft delivers all of the capabilities of Dynamics AX on the cloud and leverages the power of the greater Microsoft with SQL Azure, O365, Skype, PowerBI, and much more to deliver a productive and usable application.

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Gartner Magic Quadrant for Single-Instance ERP for Product-Centric Midmarket Companies

This Magic Quadrant focuses on ERP systems that support a single-instance strategy for multientity midmarket and upper-midmarket companies. Leading vendors are rearchitecting their solutions to adopt in-memory technologies, cloud delivery principles and modern UIs.

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Gartner Magic Quadrant for Single-Instance ERP for Product-Centric Midmarket Companies

Gartner Magic Quadrant for Sales Force Automation

Gartner, a leading independent research firm, recognized Microsoft Dynamics CRM as a Leader in its "Magic Quadrant for Sales Force Automation" report.

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Gartner Magic Quadrant for Sales Force Automation

Gartner Magic Quadrant for the CRM Customer Engagement Center

Microsoft Dynamics CRM is placed in the Leaders Quadrant of the 2015 Magic Quadrant for the CRM Customer Engagement Center based on its completeness of vision and ability to execute.

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Gartner Magic Quadrant for the CRM Customer Engagement Center

Gartner Magic Quadrant for Integrated Marketing Management

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.

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Gartner Magic Quadrant for Integrated Marketing Management

The Forrester Wave: CRM Suites for Large Organizations, Q1 2015

In this Forrester Wave evaluation of customer relationship management (CRM) suites for enterprise organizations, Forrester identified the nine most significant CRM suites solutions—and researched, analyzed, and scored them.

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The Forrester Wave: CRM Suites for Large Organizations

The Forrester Wave: CRM Suites for Midsize Organizations, Q1 2015

In this Forrester Wave evaluation of customer relationship management (CRM) suites for midsize organizations, Forrester identified the 10 most significant CRM suites solutions—and researched, analyzed, and scored them.

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The Forrester Wave: CRM Suites for Midsize Organizations

The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015

Forrester conducted vendor survey evaluations in September 2015 and evaluated 11 customer service solutions worthy of consideration by large organizations.

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The Forrester Wave: Customer Service Solutions for Enterprise Organizations

The Forrester Wave™: Customer Service Solutions For Midsize Teams, Q4 2015

Customer Service Is The Cornerstone Of A Great Customer Experience.

However, delivering good service is difficult. Organizations must navigate rapidly changing customer expectations and look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.

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The Forrester Wave: Customer Service Solutions for Small and Midsize Teams

Microsoft Dynamics AX 7 and the Cloud: Redefining the Potential  of Enterprise Cloud Computing

Josh Greenbaum previews and explains how the next release of Microsoft Dynamics AX, running on the Microsoft Azure, positions cloud computing for a dramatic and meaningful shift.

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Nucleus Research Technology Value Matrix Second Half 2015 ERP

With aging solutions driving investigation of new purchases and cloud applications increasingly adopted by large and small firms alike, the enterprise resource planning (ERP) market continues to be very competitive.

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SiriusView: Marketing Automation Platforms 2015

This SiriusView compares leading vendors within the b-to-b marketing automation platform (MAP) space. Although all MAPs offer similar functionality, differences are evident when MAPs are evaluated through various use case scenarios. An organization’s MAP choice should be based on its use cases for marketing automation. To learn more:

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Assessing Customer Service Maturity: An In-Depth Look at Microsoft Customers

To understand how increasing the maturity of customer service processes drives significant benefits in reduced costs, increased productivity, improved customer satisfaction, and support for continued growth, Nucleus Research VP Rebecca Wettemann conducted in-depth interviews with more than 30 customers using Microsoft solutions for customer service. Through these interviews with customers whose deployments ranged from 18 months to 10+ years, Nucleus Research analyzed their challenges and resource requirements, best practice usage, and current processes, along with the benefits associated with increased customer service maturity. Read this report for the results of this research.

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CRM Watchlist 2015

For the second year in a row Microsoft Dynamics has been awarded Elite Status in Paul Greenberg's (56 Group) annual CRM Watchlist. CRM Watchlist winners are selected using a series of rigorous criteria (explained in depth here) to determine which companies have the strongest impact in the market.

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CRM Watchlist Awards 2015

Nucleus Research comments on Microsoft Dynamics CRM 2015

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.

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Positive Report on Microsoft Acquisition of FantasySalesTeam

On August 3, 2015, Microsoft announced its acquisition of Incent Games LLC, developer and owner of FantasySalesTeam. FantasySalesTeam is an innovative sales gamification platform that has helped hundreds of companies boost sales productivity, drive revenue and improve CRM adoption through collaboration and team based competition.

FantasySalesTeam’s innovative features will soon be available for Microsoft Dynamics CRM customers to help incentivize their sales teams and achieve better results. Blue Hill Research, a provider of research and analysis on the global IT industry, analyzed what this acquisition means to businesses and organizations.

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Microsoft Dynamics CRM wins CRM magazine Market Leader awards

This year, Microsoft is recognized as a winner in CRM magazine's Market Leader awards in the categories:

  • Enterprise CRM Suite
  • Midmarket CRM Suite
  • Small Business CRM Suite
  • Sales Force Automation
The CRM magazine Market Leaders are evaluated by a panel of industry analysts, with ratings based on a mix of weighted criteria including reputation for depth of functionality, customer satisfaction, company direction, and five-year cost for software/maintenance.

According to this year’s Market Leaders research, organizations today want CRM technology that provides easy access to essential data (through the cloud, mobile devices, and a unified user interface); the ability to personalize customer experiences; and predictive and prescriptive analytics that can scour oceans of data. This year’s CRM Market Leaders have responded with solutions that will meet—and in some cases exceed—these demands.* 

*Editors of CRM magazine. "The 2015 CRM Market Leaders." CRM Magazine Aug 2015. Destination CRM Web. 3 Aug 2015.
Gartner Magic Quadrant for Single-Instance ERP for Product-Centric Midmarket Companies

CRM Service Leaders Award

For the third consecutive year, Microsoft Dynamics has been recognized as a CRM Magazine Service Leader in customer case management, and for the first year, Microsoft has been recognized as a CRM Service Leader in web support. The CRM Magazine CRM Service Awards are chosen by a panel of 15 industry analysts, with ratings based on a mix of weighted criteria including reputation for depth of functionality, customer satisfaction, company direction, and five-year cost for software/maintenance.

CRM Service Leaders Award

Asian Private Banker awards Microsoft Best Integrated Front Office Solutions and Best Provider of Data Analytics

Microsoft won the award for ‘Best Integrated Front Office Solutions’ in recognition of the key strengths of Microsoft Dynamics CRM. Microsoft Dynamics CRM offers unique, seamless integration with middle/back office applications as well as Microsoft’s products such as Power BI for data analytics, Skype and Yammer for workforce collaboration, and SharePoint for document workflow management. It provides a highly flexible relationship management framework that not only allows private banks to successfully manage multi-asset portfolios but also enables cost efficient integrated solutions.

The advanced analytics suites and high-performance cloud computing capabilities of the Microsoft data platform, comprising Microsoft SQL server 2014 and Azure SQL Database, the Microsoft Azure IoT Suite, Cortana Analytics Suite and Azure Data Lake, Power BI and Azure Machine Learning, also saw Microsoft named as the ‘Best Provider of Data Analytics’.

CRM Service Leaders Award

The 2016 CUSTOMER Product of the Year Award 

The 2016 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.

CRM Service Leaders Award

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.