There are some really practical enhancements from Microsoft in this release including offline mobile working and tighter integration to Excel and Word templates.

You can now create documents directly from Microsoft CRM using Word and Excel templates. Improved merging capability means you can create templates for standard documents such as proposals. You can also export of your pipeline to Excel or Power BI which is Microsoft's new analysis and reporting tool.

Contact centre functionality has been improved so that agents can get a unified view of the customer and there are tweaks to marketing with improved SMS functionality and knowledge management capability.

Overview of CRM 2016 Enhancements

Creating documents directly from Micosoft CRM using Word and Excel templates

See also Using Word Templates in CRM 2016

New Service Hub Module in Microsoft Dynamics CRM 2016

See also The new interactive experience for customer service