Software // Enterprise Applications
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1/7/2014
09:53 AM
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Microsoft Parature Buy: Think Self-Service CRM

Microsoft's planned Parature acquisition will improve Dynamics CRM customer service app to compete more successfully with Salesforce.com and Oracle RightNow.

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D. Henschen
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D. Henschen,
User Rank: Author
1/7/2014 | 5:10:51 PM
Filling out the social and multi-channel functionality
Sometimes it's surprising to hear what companies admit they don't have when the do an acquisition. I knew Microsoft needed to step up on social monitoring and response capabilities, but I didn't realize it's multi-channel, knowledgebase, and self-service capabilities were as lacking as this deal indicates. If that's the case, it's high time this deal was done.
ChrisMurphy
50%
50%
ChrisMurphy,
User Rank: Author
1/7/2014 | 1:10:58 PM
Good Deal
Sounds like a smart deal for Microsoft -- customers expect businesses of all stripes to have this kind of capability and responsiveness. Tech that's close to the customer is a big priority for 2014.  
cbabcock
50%
50%
cbabcock,
User Rank: Strategist
1/7/2014 | 1:10:28 PM
Where the money is
Parature will not only be good for Dynamics CRM self service but for consolidation of customer feedback channels. The latter is proving to be a very proftable area of software development, judging by recent acquisitions.
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