Microsoft Dynamics is a leader on the CRM market in Bulgaria

According to a 2013 study by the independent agency for market and business studies CBN – Pannoff, Stoytcheff & Co., Microsoft Dynamics CRM is a leader on the CRM market in Bulgaria and holds the largest market share. The consulting company Balkan Services is the primary integrator of the solution Microsoft Dynamics CRM, with the largest number of completed projects.

The study shows that the largest presence of the CRM systems is in the services sector – 56%, represented mainly by business services – 13% and financial services – 11%. Furthermore, most of the clients who implemented CRM systems in the period 2001-2013 are medium sized enterprises – 66%. Forecasts for the CRM market development predict 10% growth by 2015.

It is no coincidence that companies’ investments are being redirected to implementing CRM systems, with the focus being mainly on client satisfaction and attracting new clients. The demand for mobile and social technologies is another justification for planning CRM expenses, with the mobile devices bringing about changes even quicker than the social networks.

The study involves information about projects carried out in private companies and about the trends in the different economic sectors. It does not include projects with the public administration.

“We can say that we are pioneers on the Bulgarian market in implementing and supporting CRM solutions. Our first project was carried out in a time when the abbreviation CRM was not among companies’ priorities. This was a new niche and our goal was to position ourselves as leaders. We made a long-term investment in marketing and specialization, and the Balkan Services consultants were among the first certified CRM professionals in Bulgaria. Today, we enjoy our successes and our clients are our most valuable referees.“- said Hristina Dimitova, Head of CRM Department, Balkan Services.

“To respond to the expectations for innovation from over 40 000 clients and nearly 4 million users of Microsoft Dynamics CRM, the Microsoft team has developed a number of innovations in the newest version of Microsoft Dynamics CRM, expected in the second quarter of 2014. The innovations will give the business a better opportunity to create and manage its marketing campaigns. In today’s digital age, where users are interconnected and informed as never before, it is important for organizations to have business solutions which can boost their skills for building strong relationships with clients regardless of the device or location.” – said Milen Manchev, CRM Sales Lead, Microsoft.