Reviews and corrects ledger-to-subledger alignment in D365 by fixing posting configurations, inventory profiles, reconciliation logic, GL mapping, and critical reporting procedures.
Why Microsoft Is Calling CRM “Customer Engagement”
Posted on: September 22, 2025 | By: Page Wildridge | Microsoft Dynamics CRM
Microsoft Dynamics Customer Relationship Management, or CRM, is a powerful tool for managing leads, tracking engagement, and driving sales. Recently, Microsoft has started to use a new term to refer to their CRM: “Customer Engagement.” The shift in language signals a broader change in how Microsoft views the role of the platform. In this blog, we will cover what Customer Engagement is, what the change in terminology brings, and what it means for your business.
What is Microsoft Customer Engagement?
Microsoft Dynamics 365 Customer Engagement is more than a traditional CRM. It brings together a suite of applications designed to unify and enhance every customer interaction. These powerful tools include Customer Service, Sales, Field Service, Customer Insights, and more. CE represents a variety of capabilities to help bring your business to the next level. An effective CRM helps you make deeper connections with your clients, while enabling you to target new opportunities.
AI and Real-Time Data
This shift represents Microsoft’s focus on Artificial Intelligence across its platforms. Microsoft Dynamics CE focuses on utilizing Copilot, predictive analytics, and real-time insights to help make in the moment client recommendations, services, or offers. Switching to “engagement” represents a more active CRM, built with your goals in mind.
How Can CE Help?
You can utilize your CRM to get a full understanding of your customers and their needs. By staying ahead of any issues facing your clients and keeping strong communication, you can drive customer retention and loyalty. Additionally, by keeping all of Microsoft tools unified on one platform, your client information is centralized to Microsoft CE- making your experience that much smoother. Customer Engagement makes it easier to not only track customer journeys but to actively guide them towards the best outcomes.
Next Steps
Logan Consulting is committed to ensuring our clients get the most out of their CRM. Contact us today to learn more.
