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Gartner positions Dynamics 365 Field Service Magic Quadrant Leader

Field service technology is transforming quickly, evolving at an accelerated pace, and that evolution is significantly impacting how we work, what we work on, and how we best serve our customers. As technology speeds forward creating greater efficiencies, it is also pushing cutting edge technologies into the mainstream. These technologies not only streamline processes andRead more

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Quick start guide to workforce transformation: helping you respond

COVID-19 has upended every level of “business as usual.” Companies are scrambling to meet changing customer needs while figuring out their own remote workflows. In this current climate, there’s demand for new solutions that are innovative, agile, and empathetic to business’ and customer’s unique situations. Microsoft Dynamics 365 was built on a commitment to provideRead more

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Webinar series: stay connected and engaged with customers

Social distancing has forced us all to rethink the way we engage with customers. At every customer touchpointfrom marketing to sales, service and support to finance and distribution channelscompanies should use the opportunity to reinvigorate relationships by delivering personal and empathetic communications. COVID-19 has put pressure on companies to start taking advantage of technology toRead more

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Create a resilient organization for now and the future

While COVID-19 rapidly changes the way we live and work, organizations all over the world are facing daunting challenges. Businesses are undergoing significant internal changes to accommodate newly remote workforces while reacting to seismic shifts in customer needs and behaviors. As the Microsoft Business Applications team adapts to the crisis, we want to share someRead more

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How virtual agents transform the customer experience

We often hear the phrases customer experience and customer engagement used interchangeably. But these terms have completely separate meanings. Customer experience is a single event with the customera service issue, a promotion, a survey. Customer engagement is a collection of customer experiences that impact engagement such as loyalty, advocacy, and so on. Both customer experienceRead more

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Defining customer experience and customer engagement

Technology is fueling seismic changes in customer expectations. Research shows that customer expectations continue to rise year over year, while businesses continue to struggle to meet these ever-changing expectations. In response, many businesses are transforming how they understand and value the customer over every channel across the entire customer life cycle. Customer experience and customer

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How a leading logistics company navigated the shift to relationship selling

A recent survey of over 200 B2B sales leaders conducted by Heinz Marketing and Microsoft, sheds light on the accelerating shift to relationship selling models across a wide variety of organizations. The results are clear: the highest-performing teams are abandoning boilerplate sales funnels to nurture genuine relationships at scale, enabled by technology that provides sales

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