CRM as a business strategy

Siska Bossuyt Business Group Lead Dynamics

Microsoft Belgium & Luxembourg

Key Trends In CRM Technology

Mobil

“The social Web appeals to innate human desires for self-expression, human connection, and a sense of belonging... Social networking captures our pictures, feelings, and relationships, and makes the Web feel human again.”

Clara Shih – author of “the Facebook Era”

84% of organizations

have remote workers

Changes how

we work

65% of

companies are

deploying at

least one social

software tool

Always on --

Consumers use

an average of 4devices every day

20% expect

a response

within one hour

via social media

Rise of the social

consumer

44% of

consumers

complain via

social media

Leads CustomersProspects

Finance

Sales ServiceMarketing

Organizational Siloes

R&D HR

Social CRM Social Productivity

Changing

work styles

The mobile

consumer

Consumerization:

95% of information

workers use at least one self-

purchased device for work

Nearly

80% of

workers spend at

least some

portion of their

time working out

of the office

Nearly 2/3of consumers use

their mobile/ smartphones to

get information about products,

brands or destinations at least 3-

4 days/week

By

2016,

smartphones and

tablets will put power in

the pockets of a

billionglobal consumers

CloudSocialMobility Big data

Mobility is a megatrendThe influence of consumer technology and always-on connectivity

Continuous cloud services

Consumer-drivenexperiences

Our Vision: Dynamic CRM

Our Vision: Dynamic CRM

Tablet Desktop Phone

Cloud On-Premises

Enabled Sales TeamsCustomer Insights