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CRN’s 2020 Products Of The Year

Kyle Alspach

CRN editors compiled the top partner-friendly products and services that launched over the past year, then turned to solution providers to choose the winners.




Salesforce’s market dominance in CRM software has continued as the company has kept the innovation going strong on its unified platform, Customer 360, which spans sales, marketing, service and more. In the realm of AI advances, Salesforce has been continually augmenting its Einstein intelligence layer to the point that Einstein’s capabilities are now pervasive across Salesforce’s offerings. Recent updates to Einstein have focused on improving sales productivity, including through the launch of Einstein Reply Recommendations, which leverages natural language processing to provide immediate suggestions about ideal responses to customer inquiries. Meanwhile, another new feature, Einstein Next Best Action,

uses predictive technologies and business rules to recommend a course of action that might reveal cross-sell opportunities and boost customer satisfaction

Finalist: Microsoft Dynamics 365

Dynamics 365, which is Microsoft’s cloud-based platform combining CRM and ERP, offers advantages such as bringing all business and customer data into one location for enhanced visibility and business insight. Recent additions included Dynamics 365 Customer Voice for improving customer responses and new account protection and loss prevention capabilities for Dynamics 365 Fraud Protection.

Finalist: Oracle NetSuite

Recent updates to Oracle’s NetSuite—which combines ERP with CRM and other business software—include invoice grouping (which lets users consolidate multiple invoices into one invoice for the customer); improvements for bank reconciliations (with new capabilities to create and post transactions automatically); and automated posting of cross-charge transactions between an organization’s subsidiaries.

Finalist: SAP S/4HANA

SAP has been transitioning its product portfolio from its traditional on-premises ERP applications to cloud-based applications, including SAP S/4HANA—an “intelligent ERP system” featuring embedded AI technologies that enable enhanced performance and business insight. To help give customers confidence about moving to the cloud, SAP earlier this year announced a commitment to provide maintenance for SAP S/4HANA until 2040.

Finalist: ServiceNow Customer Service Management

The ServiceNow Customer Service Management application helps companies resolve issues end to end, proactively fix customer problems and drive actions to instantly take care of customer requests. ServiceNow enables users to deliver strong customer experience and increase efficiency by combining engagement capabilities with service management and operational abilities for monitoring, diagnosing and proactively resolving issues.

Kyle Alspach

Kyle Alspach is a Senior Editor at CRN focused on cybersecurity. His coverage spans news, analysis and deep dives on the cybersecurity industry, with a focus on fast-growing segments such as cloud security, application security and identity security.  He can be reached at

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