Microsoft Dynamics 365 Blog

5 customer service trends to watch in 2023 

6 min read

By 2026, 60 percent of large enterprises will use total experience to transform their business models to achieve world-class customer and employee advocacy levels. This growing acknowledgement is a positive indicator that service is finally recognized as a core business value driver as support teams became pivotal in retaining customer loyalty and winning new customers Read more

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Microsoft and Futurum research: Discover insights to create experiences that customers love 

5 min read

In partnership with Futurum, we surveyed 1,000 global business leaders, technologists, marketers, and data and customer experience professionals, and identified the challenges and opportunities that best-in-class data practices afford customer experience (CX) leaders today. The findings revealed what we had surmised going in—that companies are evolving their customer relationship management (CRM) technologies to meet changing Read more

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How to build a modern field service organization 

5 min read

Field service organizations have traditionally operated under the break-fix model—that is, responding to a device failure after the customer reports an issue. This operating model has grown antiquated due to rising costs and inefficiencies in labor and operations. It is also proving less than effective in satisfying the customer’s growing expectations. The field service industry Read more

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Customers share their stories on migrating to Dynamics 365 

4 min read

At some point, we’ve all experienced regret over not doing something. Opportunity passes us due to our over analysis, indecision, and uncertainty. Even though we’ve all done this, we rarely seek the advice of others, thinking our situation is somehow unique or different. This rationale is common among the on-premises organizations we speak to. They Read more

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Delivering a seamless commerce experience: Unlocking omnichannel retailing with intelligent order management 

5 min read

The momentum of e-commerce continues. In fact, McKinsey & Company has stated that e-commerce shopping has 30 percent higher penetration than pre-COVID-19 pandemic, and that this pandemic has also accelerated e-commerce growth by five years.1 The COVID-19 pandemic certainly explains part of the growth in the demand, but it is not the whole story. Other Read more

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3 reasons to not delay your migration to Dynamics 365 in the cloud 

4 min read

The “changing technology landscape” has become a common trope when discussing the cloud. I understand why—it helps contextualize the disruption and advancement we’re experiencing. But you know as well as I do, this “change” has happened. The on-premises solutions and infrastructure you built your business on, though once state-of-the-art, are now less adaptable, less useful, Read more

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3 advantages of composable applications to empower supply chain network innovations 

4 min read

Manufacturing supply chains are experiencing a post-pandemic paradigm shift. As business models evolve to solve market disruptions, such as changing or adding direct-to-consumer (D2C) to a business-to-business (B2B) model, supply chains require agility and innovation to build resiliency and stay ahead of trends. United States D2C e-commerce sales have more than tripled in the past Read more

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3 ways to turn your field service operation into a revenue-generating machine 

4 min read

For decades, companies have relied on skilled technicians to repair equipment and engage with customers in the field. While these technicians were often the only representation that the customer would see, their skills, processes, and systems were seldom seen as critical aspects of the company’s revenue cycle. Until recently, many field technicians or field service Read more

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How to foster customer loyalty through personalized experiences 

5 min read

These days, customer experience is everything. Happy customers are loyal customers, but, as a group, they can be an elusive audience. Three quarters of consumers have tried new shopping behaviors since the pandemic started and 73 percent expect to continue to incorporate different brands they’ve tried into their routines.1 As we see a slow, but continued Read more

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3 ways Dynamics 365 powers adaptability for chief financial officers 

4 min read

The role of the chief financial officer (CFO) has been evolving for some time, from hindsight report generation to forward-looking advisor, business innovator, and change agent. During the pandemic, many finance leaders took ownership of large-scale digital transformation efforts––a trend that is only accelerating. Indeed, a central lesson learned through the challenges of the past Read more

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Dynamics 365 Finance helps chief financial officers tackle the subscription economy 

3 min read

For over a decade, revenue recognition has remained one of the most complex areas that finance leaders must navigate and manage. At the same time, more and more businesses are introducing subscription-based offerings in an effort to meet evolving consumer needs for innovative and convenient products and services while also creating new and predictable revenue Read more

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