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Microsoft pushes for CRM crown

Microsoft is looking to capture a greater share of the customer relationship management (CRM) market, with the addition of web services to its Dynamics CRM suite.

Microsoft is looking to capture a greater share of the customer relationship management (CRM) market, with the addition of web services to its Dynamics CRM suite.

Company CEO Steve Ballmer unveiled the service, Dynamics Live CRM, last week at Microsoft’s annual Convergence conference in San Diego, US.

The ‘Live’ service is powered by the upcoming Microsoft Dynamics CRM software suite, codenamed Titan, which uses the same code base to deliver both on-premise and software as a service (SaaS) deployments, allowing customers to choose their own deployment model. Titan is expected to be released in the third quarter of this year for the Live CRM service, with the on-premise version available in Q4.

“Microsoft Dynamics CRM is a great example of how we’re combining software and services to create exciting new opportunities for customers and partners,” said Ballmer. “Users get a familiar interface that helps them be more productive, and businesses get the freedom to run the software in-house or buy it as a service — and to change from one to the other if their needs change.”

SaaS CRM systems have grown in popularity in recent years as more businesses take to e-commerce. While Oracle and SAP already offer hybrid products, Salesforce.com has done well in the market with a SaaS-only model.

Microsoft said the release of Titan would also open up opportunities for its resellers, ISVs, hosting providers and system integrators.

“With Titan, our partners will be able to deliver innovative solutions across on-premise, Live CRM and partner-hosted environments,” said Brad Wilson, general manager of Microsoft Dynamics CRM.

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