CRM 2011 – How Skype could push Microsoft Dynamic CRM to the next level

I read an excellent article about how skype could be Microsoft’s best acquisition ever, well this is a bold statement.

I have read previously why Skype could be a good purchase for Microsoft because Skype already has 500 million users and if Skype continue to get more users and Microsoft can integrate Skype in CRM or office then it will have been a great purchase.

I think buying skype fits in with the direction Microsoft is heading towards.  I think Microsoft are going to integrate social media into CRM and Skype could certainly join it.  I have written why I think Microsoft will soon be leading the CRM market

here is a quote from the article about Skype

And I’m not just saying this because we sell Microsoft’s Dynamics CRM product.  I’m saying this because, when implemented the right way, any good CRM system will track all the communications between a company and anyone who comes in contact with that company.  So nothing falls through the cracks.  And everyone knows what’s going on with customers, prospects, suppliers and partners.   The clients I know who have succeeded with CRM not only realize these benefits now but are also building an asset that will significantly contribute to their future valuation.

But there’s one thing missing in Microsoft’s CRM application, like many of the CRM applications on the market today.  And that’s phone integration.  Easy integration.  For years my clients have asked for help making their CRM systems “talk” to their phone systems.  They want a contact screen to “pop” up when someone calls into the company (or gets transferred to a sales or service rep).  They want to be able to make outgoing calls immediately when clicking a contact name.  They want to be able to record phone calls and link them to a person’s account in the system, not only to keep an historical record of the call but also to sometimes cover their butts when people are trying to remember what was said.


The article finishes off with a nice summary

I’ll tell you why:  Skype’s technology, if it’s part of Outlook and Dynamics CRM out of the box, will make it quicker and easier for us to communicate with our customers.  And that will increase our sales.  And that’s what’s fun for me.  And my clients too.  Buying Skype could be Microsoft’s best acquisition ever.





One thought on “CRM 2011 – How Skype could push Microsoft Dynamic CRM to the next level

  1. Jason September 25, 2012 / 3:55 pm

    I appreciate the information! At this moment, do you know of a program that handles incoming calls by pulling the contact information for a contact within Dynamics CRM while also allowing calls to be made from a contact within the CRM?


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