François Rüf, Microsoft GET THE MOST OUT OF MICROSOFT SOCIAL ENGAGEMENT

#CRMUGCongress16 MICROSOFT SOCIAL ENGAGEMENT TODAY Microsoft Social Engagement runs on the Microsoft Azure cloud  17,000+ customer brands, companies, etc. followed on social media  13,700+ Facebook pages followed  10,000+ active Alerts configured  1.1+ billion social posts processed

#CRMUGCongress16 SOCIAL TODAY

#CRMUGCongress16 CUSTOMER ENGAGEMENT SOLUTIONS Personalized | Proactive | Predictive Market smarter Customer engagement Care everywhere Sell effectively

#CRMUGCongress16 VISION Empower each person in an enterprise to consume actionable social insights to improve decisions and easily engage with stakeholders to unlock new opportunities

#CRMUGCongress16 PILLARS OF OUR STRATEGY

#CRMUGCongress16 MSE – SUPPORTED SOCIAL BUSINESS OPPORTUNITIES Monitor campaign effectiveness Manage brand reputation Engagement and influencers MARKETING SALES Intercept buying signals Customer insights Customer engagement SERVICE Social customer careEarly warning system Measure customer satisfaction

#CRMUGCongress16 REAL MADRID Capture social media behavior and enrich CRM contacts Enable marketing to build better personalized content and target lists Support sales and service organizations with a complete 360-degree customer view “We can create a one-to-one relationship with fans around the planet with the Microsoft solution, connecting this huge community of people and making the experience of being a supporter of Real Madrid much better.” José Ángel Sánchez CEO, Real Madrid C.F.

#CRMUGCongress16 LIEBHERR GROUP “Microsoft Social Engagement is our early warning system; it allows us to solve issues as they arise… For us it’s a social customer relationship management system; it’s the future of CRM.” Tobias Ilg Social Media Manager, Liebherr Group

#CRMUGCongress16 SOCIAL LISTENING Powerful listening Twitter, Facebook, blogs, videos, boards, and 5,000+ news RSS support Key influencers Sophisticated alerts

#CRMUGCongress16 SOCIAL ANALYTICS Sentiment analysis and learning Geo analysis Share of voice Buzz analysis

#CRMUGCongress16 SOCIAL ENGAGEMENT Engagement platform on Twitter and Facebook Publish to Twitter and Facebook Assign and Share Team collaboration with Office groups

#CRMUGCongress16 INTELLIGENCE & AUTOMATION Adaptive sentiment & tagging learning from manual curations to create domain specific models per customer Intention analysis for purchase, information, support and complaints Auto creation of cases, leads, … on social posts Event Hub support

#CRMUGCongress16 COMMAND CENTER Real-time Activity Maps Large screen support Zoom into geos

#CRMUGCongress16 SALES USE CASES  Customer/Prospects insights  Customer engagements  Competitor insights  Thought leadership  Social Signals & Lead generation

Demo Intelligence Automation Dynamics CRM Azure Stream Analytics

#CRMUGCongress16 MSE – SUPPORTED SOCIAL BUSINESS OPPORTUNITIES Monitor campaign effectiveness Manage brand reputation Engagement and influencers MARKETING SALES Intercept buying signals Customer insights Customer engagement SERVICE Social customer careEarly warning system Measure customer satisfaction

#CRMUGCongress16 OUTLOOK – INVESTMENT AREAS

#CRMUGCongress16 François Rüf 19 SPEAKER CONTACT INFO 19