Microsoft Dynamics CRM in the Lead - according to Gartner

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Microsoft Dynamics CRM accelerates for Sales, Marketing and Service Management processes, we all know that. Now, with CCF – Customer Care Framework, Gartner acknowledges this by placing Microsoft Dynamics CRM in the "Leader" quadrant on the April 2009 released Gartner Magic Quadrant for Customer Service Contact Centers.

Gartner says this:

  • The addition of the Microsoft CCF is a boost to Microsoft Dynamics CRM's capabilities.
  • The user interface is intuitive and appeals to broad audiences familiar with the look-and-feel of Microsoft's applications.
  • Microsoft is investing in knowledge solutions, Web self-service, business process capabilities and industry versions, adding to its basic customer service functionality.
  • The concept of xRM, where the customer is given the tools to create its own brand of CRM solution, is useful to reach a broad audience

Valuable resources
Information on Microsoft.com
The Gartner report
CCF Deployment Guide
CCF Development Guide
Download CCF 2009 including SP1 go to 'Servers' and then 'CCF2009'.

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Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team