Late last month, CRM Magazine announced that Microsoft Dynamics CRM won in four major categories of their Market Leader Awards, neatly stealing the top spot from Salesforce.com in many of the categories.

According to Bob Stutz at Microsoft, “This signals an important shift in the market as businesses are looking to transform and put customer engagement strategies at the centre of everything they do.”

Stutz adds that  “It’s an exciting time in CRM at Microsoft, and we are delighted to have you join us on this journey as we continue on our innovation in Intelligent Customer Engagement!”

Read below to see who Microsoft defeated in each of these categories and learn which features analysts praised at each business size.

Enterprise CRM Suite 

With analysts impressed by Microsoft’s company direction and heavy investment in its CRM platform, Microsoft defeated long-time defending champion Salesforce.com to take first place in this category.

And the critics say:

“Microsoft is heavily investing in [its] CRM platform, adding sophistication across sales, marketing, and service, and as a result is seeing increased adoption by large enterprises.”

– John Ragsdale, vice president of technology and social research, Technology Services Industry Association (TSIA)

Analysts lauded the company’s improved suite of integrated customer engagement products. Its software enables companies to reach customers “via multiple touch points and to do so with enterprise-wide intelligence, supported by Microsoft’s Business Analytics platform (PowerBI and Azure Data Services).”

– Leslie Ament, senior vice president of research at Hypatia Research Group

Midmarket CRM Suite

Scoring highly across the board, Microsoft Dynamics CRM is enjoying its second year at the top in this category having seized the crown from (again) Salesforce.com in 2014.

And the critics say:

“They’re strong and have strong partners.  The product is good, and if you add to it the [recent statements about an added focus and investment in CRM], I think they’re starting to double down.”

– Mike Fauschette, group vice president of software business solutions at IDC

“They’ve adapted a platform environment” through which users can easily integrate various components.

– Esteban Kolsky, founder of ThinkJar

Analysts singled out the access Microsoft provides to related products to “enhance customer engagement via multiple touch points, and do to so with enterprise-wide intelligence supported by Microsoft’s Business Analytics platform.”

– Leslie Ament, senior vice president of research at Hypatia Research Group

Small-Business CRM Suite

Thanks to recent improvements, Microsoft Dynamics CRM became the category winner for the second year in a row, coming in ahead of HubSpot, Salesforce.com and Infusionsoft, among others.

Microsoft continues to impress analysts with its depth of functionality.

And the critics say:

Microsoft Dynamics CRM provides customers with a fully integrated, converged suite of products to enhance customer engagement through multiple touch points.  And it does so with companywide intelligence supported by Microsoft’s Business Analytics Platform, Power BI, and Azure Data Services.

Leslie Ament, senior vice president of research at Hypatia Research Group 

The deep integration to Microsoft’s other products, such as Office 365, “makes it easy for SMBs to collaborate on and execute their customer engagement strategy”.

– Brent Leary, partner at CRM Essentials

Sales Force Automation

Microsoft Dynamics CRM snatched the top spot from Salesforce.com this year, not an easy feat considering the category of “Sales Force Automation“.  Microsoft scored high marks in company direction, customer satisfaction and cost.

And the critics say:

Microsoft is “adding support for greater collaboration between sales and marketing”

– Nucleus Research Technology Value Matrix

Microsoft users’ access to its large portfolio of products and Office 365 confers a big advantage.

– Unidentified analysts

QGate is excited to be a partner of a company with such great successes and industry recognition.

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