CRM

Today we’re announcing the general availability of Microsoft Viva Sales on October 3, the first Viva application designed to improve the employee experience for a specific role: sellers. Viva Sales brings together a seller’s customer relationship management (CRM) system,...

Customers appreciate the quick access to help that self-service bots provide. They want to be empowered to research and solve issues on their own, which increases their brand loyalty. Knowledge management integration in Microsoft Power Virtual Agents enables customers...

At the announcement of Microsoft Viva Sales, Paul Greenberg, Founder, Managing Principal, The 56 Group, LLC,often called the "Godfather of CRM" and has written a book, CRM at the Speed of Light, and I were chatting about the state of...

Data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States, give individuals the right to govern how an organization uses their...

Field service organizations have traditionally operated under the break-fix modelthat is, responding to a device failure after the customer reports an issue. This operating model has grown antiquated due to rising costs and inefficiencies in labor and operations. It...

The sales accelerator in Dynamics 365 provides a tailored experience for sellers by minimizing the time spent searching for the best next customer to reach out to. It's a workspace optimized with AI and suggested activities that guide sellers...

This post is co-authored by Tony Lorentzen, Senior Vice President and General Manager Intelligent Engagement, Nuance.Since Microsoft and Nuance joined forces earlier this year, both teams have been clear about our commitment to putting our customers first. Microsoft and...

Enriched profiles in Microsoft Dynamics 365 Customer Insights help you understand your customers' brand and interest affinities so that you can provide the hyper-personalized experiences across touchpoints that today's customers seek. Brand and interest affinity insights are based on...

Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as agents and management. A common customer pain point is waiting for a long time to reach an agent,...

Selling isn't easy. If you were to take five minutes to ask a salesperson what makes selling so challenging, you'd quickly find that you don't have nearly enough time to cover it all.One thing is constant for sellerstime is...