Microsoft CRM’s Magic Quadrant: A Little Bit of Everything

The “customer engagement centers” (CEC’s) provide service to customers as they move among communications channels.

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    Gartner recently revealed their results from studying various CRM systems and tracking them as “customer engagement centers” (CEC’s). “Gartner’s 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of “any channel” customer service engagement.

    “The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.” To visualize their study, Gartner created a Magic Quadrant, with Microsoft falling right in the middle.


    Microsoft Dynamics CRM proves to be flexible in the “Challengers” quadrant, with better-than-average Execution, but still customizable to appeal to the Niche Players. In addition, Dynamics CRM “…has good overall attributes such as built-in workflows, a highly regarded Software Development Kit (SDK), good customization capabilities, a growing end-user community contributing ideas, and multichannel process integration.”

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    Microsoft has been praised for the continual improvement of the user interface and the ability to blend sales, service, and marketing, along with other Microsoft properties, such as SharePoint and Office, with more integration features available in the near future.

    The major Caution factor in regards to CRM integration is the lack of a standard, universal implementation system. Microsoft Dynamics products are only available through third-party vendors, so knowledge and training vary throughout the world.

    SBS Group is a Microsoft Master VAR, Gold Certified Partner and former Partner of the Year, maintaining a 97 percent client retention rate for over 1800 Dynamics ERP clients. As a Microsoft Inner Circle Member for 2013, placing SBS Group within the top 1% of Microsoft Partners worldwide, we provide industry and product experts to ensure you’re Dynamics experience is stress-free and efficient. You can contact us for more information on Microsoft Dynamics CRM.

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