Microsoft Dynamics CRM Named a Leader by Two Research Firms

Wednesday, August 4, 2010 by Jenny Lowry

Today, Microsoft announced that Microsoft Dynamics CRM has again been recognized as a Leader from both Gartner Inc. and Forrester Research Inc. Forrester recognized Dynamics CRM as a Leader in The Forrester Wave™: CRM Suites Customer Service Solutions (July 2010) report for offering a flexible customer service solution. Gartner placed it as a Leader in the Magic Quadrant for Sales Force Automation (July 2010) report.

Gartner’s Magic Quadrant for Sales Force Automation evaluates vendors on their ability to execute and completeness of vision. According to Gartner, “Vendors placed in the Leaders quadrant of Gartner’s Sales Force Automation Magic Quadrant demonstrate a market-defining vision of how technology can help the top sales executives achieve business objectives. Leaders have the ability to execute against that vision through products, services, and demonstrated solid business results in the form of revenue and earnings. Leaders have significant successful customer deployments in North America, EMEA, and Asia/Pacific in a wide variety of vertical industries with multiple proof points above 500 users.”

Forrester evaluated the customer service strengths and weaknesses of the top CRM suites vendor products against 196 criteria organized into three high-level categories: current offering, strategy, and market presence. According to Forrester, vendors in the Leader category have both a strong product and strategy.

“Microsoft Dynamics CRM shines by offering customer service flexibility for large and midsized organizations,” wrote William Band, vice president and principal analyst, and James Kobielus, senior analyst, Forrester Research, in the report. “It supports flexible options in deployment (on-premises, on-demand, and partner-hosted deployments); how to pay (license, subscribe, finance); and how to use (Outlook client, browser, SharePoint site, other interfaces). Microsoft Dynamics CRM provides strong support for: phone agents; call center infrastructure; agent collaboration tools; knowledge base; customer data management; analytics; email response management; architecture and platform; business process and workflow tools; integration; security; and Web 2.0 tools.”

Microsoft Dynamics CRM has also been placed recently among the Leaders in The Forrester Wave™: CRM Suites for Midsized Organizations (June 2010), The Forrester Wave™: CRM Suites for Large Organizations (June 2010), and the 2010 Magic Quadrant for CRM Customer Service Contact Centers.

Learn how Socius client, Divisions Inc., saves thousands of hours on proposal generation annually and has expanded CRM capabilities into the accounts payable department to drive efficiency and save valuable time. Read Divisions Inc.’s Success Story.

Learn more about Microsoft Dynamics CRM and Dynamics CRM Online.