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Far more than a passing trend, social is here to stay. But when it comes to applying it to your business, you may be asking, "Where do I start?" The answer is simple: start with the priorities you have for your business. Enterprise Social can help you do whatever you need to do—faster and smarter.
Social capabilities help you do many things:
LISTEN. Hear what your customers are saying, uncover trends, and identify influencers.ENGAGE. Take part in meaningful conversations with your stakeholders.COLLABORATE. Connect with people quickly and easily, and work together to desired outcomes. AMPLIFY. Create broad awareness of your message.SOLVE. Grow and harvest community knowledge, and connect customers to solve problems. INNOVATE. Take action on ideas and opportunities gleaned from the crowd.ANALYSE. Get real-time feedback, monitor buzz, detect sentiment, and measure impact.
Let's see how…
Social monitoring and analytics coming to a CRM near you
To help businesses analyse and act on market intelligence from social conversations, Microsoft has acquired Netbreeze. With cutting-edge native language analytics combined with data mining, transactional, and text analysis, we are accelerating our vision to embed social capabilities within Microsoft Dynamics CRM offerings.
Drive business agility
Imagine how much more dynamic your marketing team can be—utilising social channels to amplify its message to salespeople and partners so everyone is on the same page.
At launch, the team can analyse results and collaborate to tweak the campaign before expanding to other markets.
Real-time social insights and easy collaboration give your business the agility you need to execute with success.
Connect more effectively
Customers today are 57 per cent through the purchase process before you even make contact.2 This means that your salespeople need social reach beyond their sales silo. Finding answers and expertise helps them close more deals faster.
Social data enrichment, relevant news, and vital information, like direct connections to her prospect, from within her social network are surfaced within your salesperson's business solution.
She can easily assemble a "dream team" with the requisite experience to help ensure a positive outcome. And they can engage the customer directly to edit the proposal, helping to better meet that customer’s needs.
Social tools that help her understand her customer, engage her team, and collaborate for success can make her a much more effective salesperson.
Foster customer loyalty
In customer care, the impact of social media is widely felt. Customers have found their voice, and it is powerful.
When a customer tweets about an issue with your product or service, your team needs the tools to listen and correctly analyse what is being said so that the team can identify opportunities and respond.
Your customer care representatives can easily collaborate with members of their team who have the appropriate knowledge to solve their customer's issue—all in their efforts to ensure customer loyalty.
Help accelerate your success with social
With Enterprise Social from Microsoft, you can put your business strategies into action more quickly and effectively: flatten hierarchies and give people a voice, collaborate across geographies and in real time, and connect people—both inside your enterprise and across your ecosystem. Enterprise Social brings new power to your business.
Yammer is a set of powerful collaboration tools that every member of your organisation can benefit from. Get started with Yammer today.
Microsoft Dynamics CRM brings these powerful capabilities to your sales, marketing, and customer care teams so their connections are in context—within the applications they use every day—and purpose-driven, helping your people and your organisation achieve your goals. By engaging with your customers in the social realm, you are better able to manage their customer experience, improve customer satisfaction, increase their loyalty, and drive additional revenue.
1. Qualman, Erik. "10 New 2012 Social Media Stats = WOW!" Socialnomics. June 2012. http://www.socialnomics.net/2012/06/06/10-new-2012-social-media-stats-wow/
2. Disantis, Tom. "5 Ways to Avoid a Price-Driven Sale." CEB Sales Blog. January 15, 2013. http://www.executiveboard.com/sales-blog/5-ways-to-avoid-a-price-driven-sale/
3. "Sales Navigator: Social Selling to Win." LinkedIn. July 11, 2012. http://www.slideshare.net/linkedin-sales-solutions/linkedin-sales-navigator-13611054
4. Bennett, Shea. "Is Social Media the Future of Customer Service? [INFOGRAPHIC]." Mediabistro. November 12, 2012. http://www.mediabistro.com/alltwitter/social-customer-complaints_b31090
Take the next steps
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What is social CRM?
Social customer relationship management (CRM) uses tools to monitor, analyse, and report on the public sentiment revealed by mentions of your organisation's brand or product in social media networks and in online communities.
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