Magic Quadrant for CRM Customer Service

Microsoft Dynamics CRM (Gartner, Inc. April 3, 2009)As a result of the economic slowdown, business leaders are focusing on the central role of customer service to simultaneously lower costs and build customer loyalty. Because the contact center is a key touchpoint for customers at the same time that it includes the Web site, some rethinking and re-engineering are required. The combination of three factors — business slowdown, the need to include Web site interactions and the need to lower customer service costs — is shaping business leaders' decisions. It also is changing the Magic Quadrant evaluation criteria. Budget realities will have an impact on the ambitious goal of creating an integrated customer experience across channels. Corporations, governments, universities and not-for-profit agencies have made promises to their constituents (customers, citizens, students and donors/supporters, respectively); but in the midst of IT budget contractions, a tightly built case will need to be made that these enterprises will lower expenses when introducing any initiatives. Revenue generation is the better goal, yet many CIOs who have spoken with us during the past three months are doubtful that pushing revenue generation through a customer service initiative will be an easy process. For the full Gartner report, click here.




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Established in 1985, the InterDyn BMI mission is to enhance the lives of its employees and customers by working together to provide quality business solutions. We pride ourselves on representing and being a top business intelligence partner with the leading software providers in the marketplace. These Microsoft Dynamics solutions include Microsoft Dynamics GP, Microsoft Dynamics CRM, Microsoft Dynamics AX, Microsoft Dynamics RMS. InterDyn BMI is based in Roseville, MN. For more information about InterDyn BMI, call 1-866-264-3249 or visit http://www.interdynbmi.com