How Microsoft’s customer data tools are competing with Salesforce

  • Microsoft’s Dynamics 365 tools for customer service and financial planning, are becoming an increasingly important part of its business, particularly its customer data platform.
  • Microsoft’s customer data platform is meant to help companies collect customer information in one central place, so that they can use it to improve customer service. 
  • Dynamics 365 as a whole has the potential to become a much bigger and stronger competitor to Salesforce in the customer data space, Futurum Research analyst Dan Newman told Business Insider. 
  • Microsoft’s product is designed to connect to any data collection tool, whether Microsoft owns it or not, which gives customers more flexibility than Salesforce does, he said. 
  • Visit Business Insider’s homepage for more stories.

Microsoft’s Dynamics 365 tools for customer service and financial planning, are becoming an increasingly important part of its business and seeing healthy growth, too: Last quarter the product’s revenue jumped 38% year-over-year.

The centerpiece of that group of tools is its customer data platform, which allows companies to collect all their customer information in one place. Centralizing that data ultimately helps companies deliver better customer service and support, according to president of Microsoft’s business applications group, James Phillips.

Last week, Microsoft added new features to the platform, including the ability to collect what the firm calls “engagement data” — like tracking how customers interact with a company’s websites and apps — as well as survey data from another Microsoft Dynamics 365 tool called Customer Voice.

Dynamics 365 as a whole has the potential to become a much bigger and stronger competitor to Salesforce in the customer data space, Futurum Research analyst Dan Newman told Business Insider.

Unlike Salesforce, which focuses on connecting data gathered through its own tools, Microsoft’s platform is designed to integrate with hundreds of other tools and data sources. It has an

Salesforce creates for-profit platform to help governments distribute COVID vaccine when it’s ready

The Daily Beast

Armenians Fear Turkey Is Back to Finish Off the Genocide

MOSCOW—The fighting in a mountain enclave in the Caucasus escalated Tuesday when Turkish-backed forces shelled five villages including the capital of Stepanakert, according to Armenian officials.Skirmishes broke out on the border of Azerbaijan and Armenia over the weekend and the official death toll is over 100 as a decades-old dispute over the Nagorno-Karabakh or the Republic of Artsakh erupted into violence.Artsakh is an ethnic Armenian pocket that was once part of Azerbaijan’s territory but now hews closely to Armenia against the wishes of Turkey, which has lucrative oil and gas deals with Azerbaijan and a long-standing enmity with Armenia.Turkey Sends ISIS Warlord to Azerbaijan to Face Off Against Putin’s Armenian Allies“We fight not only with Azerbaijan, with Turkey and thousands of its mercenary soldiers from the Middle East,” Masis Mailyan, foreign minister of the self-proclaimed Republic of Artsakh, told The Daily Beast in a phone interview on Tuesday. “This morning the attackers shelled an Armenian town of Vardenis. This is the continuation of the Turkish genocide against Armenian people. The genocide, that the U.S. Congress officially recognized in a resolution last year, affirming that the Turkey exterminated 1.5 million Armenians.”Turkish leader Recep Tayyip Erdogan has fueled the war between Azerbaijan and Armenia, but he blames mediators for failing to solve the territorial dispute since a ceasefire in 1994. “The United States, Russia and France have not been able to resolve the conflict for almost 30 years. On the contrary, they are doing everything they can to prolong the problem,” Erdogan said in half an hour speech on Tuesday. “Azerbaijan has already listened to you for 30 years! But whose lands are occupied? Azerbaijan’s!”Civilians, including women and children, were reported killed on both sides. Tanks burned, armed drones

Salesforce launches clouds for media, communications, public sector, utilities


The Industry Cloud: Why It’s Next

The industry cloud has taken off and big businesses have been built by the likes of Veeva, Rootstock and others. Here’s why the focus has allowed the industry to thrive even as giants like Salesforce, Oracle and SAP eye their turf.

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Salesforce is launching four industry clouds for communications, media, utilities and public sector courtesy of its Vlocity acquisition.

The industry clouds from Salesforce build on previous efforts in verticals such as financial services and healthcare. Software-as-a-service providers have been targeting verticals. For instance, ServiceNow has stepped up industry specific services for telecommunication providers and financial services.

Salesforce combined Vlocity’s technology with its Salesforce Customer 360 platform. The new clouds will have purpose-built apps as well as industry-specific data models.

Here’s the breakdown:

  • Communications Cloud includes pre-built industry processes and product models for service providers. The Communications Cloud is also designed to offer insights on offers, promotions and service delivery.
  • Media Cloud offers process guides and media-specific data models as well as tools to launch subscription bundles as well as personalized experiences and monetization tools.
  • Utilities Cloud aims to bridge customer information from legacy billing systems with sales and service operations to offer one view of the customer. There are also mobile and self-service tools as well as personalized services.
  • Public Sector Solutions is designed for government and agency offices with tools to issue permits faster in a remote work environment. Inspection permits and licensing tracking tools are also included.

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