The name of the game with Dynamics CRM 2016 is customer service. Microsoft is really focusing on helping companies “deliver customer experiences that are personalized, proactive and predictive.” The 2016 update will include Dynamics CRM; Parature, from Microsoft; Dynamics Marketing; and Microsoft Social Engagement.
Microsoft is striving to drive home four major themes: Productivity, Intelligence, Mobility and Unified Service. They are also investing heavily in Dynamics Marketing and Microsoft Social Engagement, which bodes well for all areas.
1- Excel Improvements in CRM, including new templates to automate many of the basic tasks.
2- The CRM application to allow tracing Outlook emails, add contacts from the mail itself or even create new records to track e-mails via the browser PC, Mac or mobile browser on your phone.
3- Enhancing the capabilities to bring to the surface the most relevant content according to the work being done and what is trend around.
4- Access to documents through SharePoint groups, onedrive for Business and Office 365.
5- It is now easier to build personalized documents based sales CRM data.
6- Closer integration with Cortana.
7- Mobile: full offline experience with mobile applications (CRM only). Users will be able to continue working even if you lose your Internet connection.
For more information, download the guide 2016