Gartner Research

Microsoft Dynamics CRM 2013 Offers Improved Usability, Some Mobility

Published: 28 February 2014

ID: G00262396

Analyst(s): Robert P. Desisto


The key focus for Microsoft Dynamics CRM 2013 is improving usability, process modeling and delivering on long-awaited mobile applications, giving CRM application managers plenty to consider.

Table Of Contents
  • Impacts
  • Recommendations


Impacts and Recommendations

  • Microsoft Dynamics CRM 2013's reformulated user interface gives CRM application managers an improved experience for end users.
  • Microsoft Dynamics CRM 2013's guided processes will have value for CRM application managers who are onboarding new users, but will have less impact for high-performing, experienced professionals
  • Microsoft Dynamics CRM 2013 represents an initial step toward offering mobile applications; however, many CRM application managers will continue to opt to use solution partners for more enriched native experiences
  • For CRM application managers, Microsoft's price change will not have a significant impact on its proposition of using lower price points as a key differentiator
    • Microsoft Dynamics CRM 2013 Online
    • Microsoft Dynamics CRM 2013 On-Premises

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