Customer Service news & resources

With Microsoft’s Parature acquisition, Dynamics CRM modernizes its customer service story

by Jason Gumpert

Though not well known in the Dynamics CRM ecosystem, Parature offers key capabilities for SaaS customer service in the mid market

Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Knowledge Management Social Networks

Microsoft acquires Parature, adding multi-channel customer service to Dynamics CRM

by Jason Gumpert

Knowledge management, portals, mobile self-service features aim to bolster the Dynamics CRM customer service offering

Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Knowledge Management Mobile Applications Portals

Improving interactions and outcomes with xRM: A customer experience lifecycle model

by Christopher Barry

Technology-enabled techniques for managing both uncontrolled and controlled interactions with your customers

Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Sales Sales & Marketing xRM

Year End Reading: Top Ten Microsoft Dynamics CRM Feature Articles of 2013

by Jason Gumpert

A look at the Dynamics CRM feature pieces that had the most impact on MSDW readers in 2013

Big Data CRM 2013 Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Mobile Applications Orion gamification xRM

Microsoft Dynamics Partner Roundup: Veo for CRM; MNSure call center CRM; AX practice acquisition; NAV not-for-profit win

by Linda Rosencrance

A selection of the latest announcements from the Dynamics partner channel

Accounting BI and Reporting Budgeting Business Central Customer Engagement Customer Relationship Mgmt Customer Service Customer Service Data Integration Dynamics 365 Dynamics AX Dynamics CRM

Best of 2013: Top Microsoft Dynamics CRM news of the year

by Jason Gumpert

The team delivered on its plan to release CRM 2013, setting up a roadmap of enhancements in social, marketing, and customer service in 2014

CRM 2013 CRM Online Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Marketing Automation MarketingPilot NetBreeze

Take a picture: Exploring mobile device photo options with Microsoft Dynamics CRM 2013

by Mark Anderson

CRM 2013 added image support via the web interface, but camera access for mobile lags on the free smartphone and tablet apps

CRM 2013 Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Mobile Applications Sales Sales & Marketing

Dynamics CRM 2013 for smartphones offers a good experience - with the right expectations

by Mark Anderson

Despite mixed app store reviews, experts see real use cases for CRM 2013 smartphone apps

Android CRM 2013 Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Sales Sales & Marketing iPhone

Microsoft Dynamics CRM 2013 tablet interface favors sales scenarios initially, experts find

by Mark Anderson

As CRM 2013 usage expands, partners see possibilities for broader range of possible tablet use cases

Microsoft Dynamics CRM Online upgrades to CRM 2013 proceeding with few headaches, partners report

by Jason Gumpert

Challenges of adopting CRM 2013 before, after upgrade range from technical to organizational

Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Dynamics CRM Online SaaS Sales Sales & Marketing

LATEST VENDOR RESOURCES

[Dynamics 365 CE @ Work] Turning Customer Data into Revenue: Leveraging D365 Customer Insights for Better Engagement

TD SYNNEX

60 Tips in 60 Minutes: Dynamics 365 Customer Insights

Coffee + Dunn

Microsoft Dynamics 365 Contact Center: Executive Overview

JourneyTeam

Inbox or Ignored: Navigating Deliverability in Dynamics 365 Customer Insights – Journeys

Coffee + Dunn

Top Features of the Business Central Sales & Service Module Every Partner Should Know

TD SYNNEX

Lead the Change: Build a Future-Proof Customer Contact Center with AI

JourneyTeam

Ready to modernize your contact center? This guide breaks down exactly how.

Call Tracking Contact Center Contact Center Customer Engagement Customer Experience (CX) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Telephony

Sell Smarter, Serve Faster: A Practical Guide to Microsoft Dynamics 365 CRM

JourneyTeam

Struggling with a CRM that creates more work than it solves? This guide breaks down how Microsoft CRM and Copilot simplify sales, service, and marketing with AI-driven productivity

AI and Machine Learning Azure Contact Center Contact Center Copilot Customer Engagement Customer Experience (CX) Customer Insights - Data Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service

10 of the Best Practices to Improve Customer Service

Ledgeview Partners

A guide for managers and lead reps

Customer Engagement Customer Service Dynamics 365

The 2017 State of B2B Email Marketing

Click

What strategies and tactics have had the greatest impact on B2B email marketing in 2017?

Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Email Management Marketing Automation Sales Sales & Marketing

More Customer Service White Papers

Protech Automotive Solutions – Field Operations / Dynamics 365 + Power Platform

JourneyTeam

Transforming field operations with a connected Microsoft Dynamics 365 and Power Platform solution

Automotive Customer Engagement Customer Experience (CX) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Field Service Field Service Power Platform Project Operations Project Service Automation

MACRC: Reducing Processing Times With a Streamlined Dynamics CRM System

Forvis Mazars

Adoption of Microsoft technologies allowed MACRC to better serve members and improve operations.

Customer Engagement Customer Service Customer Service Dynamics 365 Healthcare Power Automate Power Platform

Crow Wing County: Agile Technology Solutions with Dynamics 365 CRM

Forvis Mazars

See how employing a new CRM system led to streamlined workflows and increased efficiencies.

Customer Engagement Customer Service Customer Service Dynamics 365 IT Service Management (ITSM)

More Customer Service Case Studies

Next Best Action - AI/ML-Powered Recommendations for Microsoft Dynamics 365 CRM

Next Best Action is an AI/ML-powered assistant for Microsoft Dynamics 365 CRM that analyzes CRM data, customer interactions...

AI Agents Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Field Service Power Apps Power Platform Project Service Automation

Velaro

Make the most of your Microsoft Dynamics investment and gain a 360-degree view of your customers by integrating your CRM with...

Customer Engagement Customer Insights - Journeys (Marketing) Customer Relationship Mgmt Customer Service Customer Service Dynamics 365 Dynamics CRM Sales Sales & Marketing