There’s one thing common across all industries- customer lies at the heart of it. The customer is one of the most important pillars of a business. Isn’t is fundamental too? After all, who will the companies sell to, if there are no customers?

The relationship between a customer and a business decides what lies ahead for the business. Those who are able to cater to their demands stay competitive in the market while those who can’t get thrown out the cut-throat competition. The formula for business success is as simple as that when you consider the customer scenario. But, it’s as simple as it looks. The customer demands rapidly change in today’s world. Take a look around you and you’ll get a better picture of this.

Customer Engagement An Example

Most of the customers love to shop from Amazon simply because the e-commerce titan understands the customer and appeals to them by saving their browsing history, suggesting products they might be interested in, which is based on all of the customer’s buying trends and browsing history. Moreover, they have lightning fast delivery of customer’s products which is one of the most desirable things when a customer purchases something online. But, this isn’t the end of it.

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Amazon has gone ahead and come up with even new ways of customer engagement. Through Prime services, it is not just rapidly delivering products to the customer’s doorstep but also engaging them through digital streaming services. This is the reason why people buy Prime memberships because they get access to high-quality content along with other services, thus keeping them satisfied.

Moreover, with the kind of services that Amazon is offering, customers have started to expect a similar experience from all other competitors. And those who don’t offer customer engagement lose their potential customers and are eventually thrown out of the race.

Dynamics CRM- The Key to Customer Engagement

This is just an example of how customer engagement can make or break a brand. While every organization cannot adopt such strategies, they must not completely neglect the aspect of customer engagement. Having said this, Dynamics CRM can help brands construct a better relationship with their customers without having to invest much of their time and money.

Moreover, as customer demands change rapidly, Dynamics CRM can help businesses understand what’s changing and by how much amount is it changing. It works in miraculous ways for businesses. On one hand, it helps them by streamlining their internal processes, while on the other hand, it aids them in establishing much better relationships with their customers.

But, comparing it with other enterprise systems out there, that are harnessing the best of emerging technologies, Dynamics CRM might seem like a platform left behind in the race. However, it’s not an issue anymore. Predictions 2020 suggest that Microsoft Dynamics CRM developers are all set to harness cutting edge technologies like artificial intelligence and machine learning to help businesses establish even better relationships with their customer.

Artificial Intelligence

While other areas of technology like the cloud, business intelligence, and service desk might seem rapid when it comes to the adoption of technology, CRM has sure lagged behind. The insufficiency of impact from cutting edge technologies has projected the idea of CRM as a business solution, while it is a technological one.

However, as we draw close to 2020, this sentiment is all set to change for the better. Organizations behind CRMs are heavily investing in artificial intelligence and machine learning for simplifying various processes and introducing more capabilities. Salesforce predicts that there will be a 250 percent rise in the use cases of artificial intelligence in the coming years.

The benefits of implementing AI in Dynamics CRM will be huge. First, it would enable the offloading of manual tasks to robots, which are not just time-consuming but also tiresome. This would directly result in improving the efficiency and productivity of the staff. And not only this, but AI and ML have a lot of potential in CRM. Machine learning can be utilized to analyze past contacts to build a profile of the customer. It would also mean predicting concerns in advance, which would give the customer representatives a chance to proactively prepare for it.

For organizations that utilize chatbots for customer communication, AI subfields like natural language processing and neural networks will be the lifesavers at the end of a day and enhance the usefulness of chatbots to a much greater degree. Similarly, AI-powered analytics will help organizations make use of abundant customer data. Since businesses are realizing the importance of information for driving decisions, analytics is becoming a big trend all across the world. AI and Ml are thus being used to extract more valuable information at a much faster rate than a human.

Customer Experience

As 2020 draws closer, customers would want less and less to spend weeks learning a new application. Organizations have to finally accept that it is the age of personalization that is drawing upon us. Therefore, CRMs are considering user experience as one of the most important factors in today’s world. Making applications easy to use for the customer has added benefits of making the data more accessible and easier to analyze for marketers and other non-members of the staff. 

Moreover, the new form of control in CRM is voice, and it is taking the world by storm. The Microsoft Dynamics 365 CRM is already using voice capabilities with different levels of functionality to accomplish a wide range of tasks.


The year 2020 is all set to bring a plethora of opportunities for the world. The most fundamental of these will be the utilization of artificial intelligence and machine learning in building technologically advanced products. CRMs would, therefore, focus on shifting the burden of manual repetitive tasks from the shoulder of humans to automated systems. This would help the staff focus on more important factors of customer experience.