Social Insights - InsideView Yammer CRM Collab Photo Credit: Social Listening
Tablet DesktopPhone Cloud On-Premises
20% expect a response within 1 hour via social media 44% of consumers complain via social media 1.2b posts per day just on Facebook and Twitter alone 57% through the buying cycle before they contact you
Microsoft Dynamics CRM aligned UI Responsive design – desktop, tablet, phone Easier setup O365 identity integration Faster download of posts Geo expansion Fully running on Azure
Included for all CRM Online Professional >= 10 seats Including basic posts/month limit Reduced price for CRM On-Premises Professional Including basic posts/month limit Buy higher “posts/month limit” as add-on Stand-alone Stand-alone, minimum 1 seat Including basic posts/month limit
SubraLibraHydraAbracadabra
Activity Stream System messages: can be public or private Public: posted to all members of the company or a group Private messages : posted only to users following the record in CRM User Conversation s Private Users have all conversations in a private CRM group Only members of the private group can view conversations Public Users can choose the group they post to for each message Admin chooses the private group to use and manages group membership. Admin can choose whether system messages are public or private. Default is private.
MARKETING SALES SERVICE
Your Brand Sux – Turning Sentiment Into OpportunityYour Brand Sux – Turning Sentiment Into Opportunity –for Marketing Wow ServiceWow Service – Social Guide for Customer Service
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Publish social content Monitor campaign effectiveness Manage brand reputation Identify influencers MARKETING SALES Work better together Intercept buying signals Enriched insights Customer collaboration SERVICE Social customer care Knowledge management Early warning system Measure customer satisfaction
Biggest pitfalls of implementing social Too expensive to roll out to many users A silo within a company Not seamlessly integrated Social strategy not aligned with top business goals