Where Does Microsoft CRM Rank on Usability and Functionality?

As the saying goes, a picture says a thousand words.  Recently, Nucleus Research released their Technology Value Matrix 2H2011: CRM with a picture that tells a predictable story about the three leading customer relationship management (CRM) solutions on the market: Microsoft Dynamics CRM, Salesforce.com, and Oracle.

CRM Value Matrix 2011

This graphic shows that while Microsoft Dynamics is the clear winner as the most usable CRM solution available, Salesforce.com and Oracle edge it out on functionality.  However, the picture doesn’t tell the whole story.

Just below the image, Nucleus Researchers note that Dynamics CRM’s functional position will improve in future Matrices in light of the addition of new social collaboration tools including support for:

  • Activity feeds
  • Microblogging
  • Conversations
  • Automated activity updates

These new functional developments are NOT forthcoming for Microsoft Dynamics CRM, they are already available!  They were included in the recent service update, but they were not taken into consideration for placement on this Technology Value Matrix. That means that Microsoft Dynamics CRM users are taking advantage of the most user-friendly and highly functional CRM solution available today.

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