Microsoft Social Listening will be included in CRM Online subscriptions but will cost on-premises CRM customers US$20 per user per month.
In addition, Microsoft is rolling out a new CRM Online Enterprise license that rolls up all of its capabilities for $200 per user per month.
Microsoft's CRM acquisitions allow it to now go head-to-head with Salesforce.com, SAP and Oracle, Scavo said.
That wasn't always the case, he added. In the past few years, one of Scavo's consulting clients gave up Dynamics CRM and went to Salesforce.com because Dynamics couldn't handle their customer service requirements, he said. Another client didn't put Dynamics on the short list when selecting a product because it lacked marketing, he added.