Providing True Omni-Channel Service in a Changing Service Landscape with CRM

Customer service and customer experience are becoming key differentiators for organizations across all industries. According to the 2016 Microsoft State of Global Customer Service Report, as brand differentiation becomes more difficult to achieve through price or product, 97% of global consumers say customer service is important in their choice of, and loyalty to, a brand. It’s now more important than ever to understand evolving trends in service, how consumer preferences are changing, and the ways your organization can continue to not only meet but exceed service expectations. One way organizations are achieving this is by leveraging the CRM workloads of Dynamics 365 to provide an Omni-channel experience.

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