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Building your Business Hub:Microsoft Dynamics CRM and Social Technologies
MONTH 00, 2011
Agenda
The Social Revolution
The Social World: Our View
Three Communities Model
Business Opportunities with Social
technologies
Our strategy and approach to Social CRM
What can our customers do today?
Where are we heading?
1
2
3
4
5
6
7
Think that Social Media
is a fad?Think again!
Years to reach 50 million users…
Source: socialnomics.com
Radio
38 years
Television
13 years
Internet
4 years
iPod
3 years
Facebook100 million
users
in less than 9
months!
If Facebook were a country…
It would be the world’s 3rd largest!
Only India and China have more people
Log InOver 750 million users and 50% of active users log on in any given day
Source: socialnomics.com
95% of companies using social media for recruitment
use LinkedIn
l l l l l l l l l l l l l l l l l l l l l l l l l l l l l l l l l l l
Source: socialnomics.com
A new member joins
every second
Lady Gaga, Justin Bieber & Britney Spears…
Source: socialnomics.com
Sweden | Israel | Greece | Chile | North Korea | Australia
Have more Twitter followers than the entire populations of
Every minute…
24 hours of video content is uploaded to
Source: socialnomics.com
Post opinions about products, services
and brands
34% of
bloggersAre
you listeni
ngSource: socialnomics.com
A matter of Trust…
90% of consumers trust peer recommendations for purchasing decisions
Only 14% trust advertisements
70% trust other consumer opinions Source: socialnomics.com
Social Media “is only going to become more pervasive and as such, become a critical factor in the success or failure of any business.”
Brian SolisSocial Media Manifesto, August 21, 2007
Still think it’s a fad?
The Social World: Our View
Social technologies are transforming the relationship between organizations and people
Social CRM is the convergence of social technologies with CRM processes and technology
People participate in conversations, post thoughts & observations or complain – all in real-time!
Organizations can choose to listen, engage or ignore. Conventional wisdom says that the former is the preferred option!
Communities within
an organizational ecosystem
Communities which are
external and not managed by the
organization
Communities established,
branded and managed by the
organization
Communities
MANAGED INDEPENDENT
INTERNAL
Customers | Employees | Partners | Other
StakeholdersMicrosoft Dynamics CRM
powers your Business Hub
Internal CommunitiesParticipants Anyone within an organization’s ecosystem e.g. Employees, Partners
and Vendors
Participant Objectives Quickly and easily ask questions and locate subject matter expertise
to address customer issues Keep the finger on the pulse of prospects, customers and business
events that directly affect their role Provide a means to promote and drive awareness of their business
achievements
Organizational Objectives Facilitate improved productivity through simpler communication and
collaboration tools Break down organizational silos allowing people to find answers,
expertise and share knowledge
Technology Examples Email, Microblogs, Wikis, Blogs and Intranet applications
Communities within
an organizational ecosystem
Communities which are
external and not managed by the
organization
Communities established,
branded and managed by the
organization
MANAGED INDEPENDENT
INTERNAL
Customers | Employees | Partners | Other
StakeholdersMicrosoft Dynamics CRM
powers your Business Hub
Managed CommunitiesParticipants Registered or approved members
Participant Objectives Answer my questions and solve my problems at a time and place that suits me Allow me to contribute ideas about the products and services I have purchased Complain about poor service, product capabilities or the organization as a whole Register my praise and endorsement for good service or product capabilities Search for solutions from other customers with similar experiences Identify myself as an expert amongst the customer community
Organizational Objectives Provide additional convenience for customers through self-service capabilities Allow customers to connect with other customers to collectively solve problems Listen to customer’s feedback including praise, complaints and suggestions
Technology Examples Corporate support forums and blogs, email lists, Linkedin communities,
Facebook pages and customer portals
Communities within
an organizational ecosystem
Communities which are
external and not managed by the
organization
Communities established,
branded and managed by the
organization
MANAGED INDEPENDENT
INTERNAL
Customers | Employees | Partners | Other
StakeholdersMicrosoft Dynamics CRM
powers your Business Hub
Independent CommunitiesParticipants Anyone with an internet connection!
Participant Objectives Answer my questions and solve my problems at a time and place that suits me Allow me to contribute ideas about the products and services I have purchased Complain about poor service, product capabilities or an organization as a whole Register my praise and endorsement for good service or product capabilities Search for solutions from other customers with similar experiences Identify myself as an expert amongst the customer community
Organizational Objectives Listen to customer’s feedback including praise, complaints and suggestions Use social media as another channel to engage customers Analyze trends in social conversation to identify “early warnings” of potentially
larger-scale issues
Technology Examples 3rd-Party forums and blogs, social networks such as Twitter and Facebook
Communities within
an organizational ecosystem
Communities which are
external and not managed by the
organization
Communities established,
branded and managed by the
organization
MANAGED INDEPENDENT
INTERNAL
Customers | Employees | Partners | Other
StakeholdersMicrosoft Dynamics CRM
powers your Business Hub
Business Opportunities with Social Technologies
Listen, monitor & dissect social conversations to uncover trends & key influencersListen
Conduct a dialog with stakeholders to inform, respond & influenceEngage
Utilize communities to broadcast your message and drive awarenessAmplify
Harvest and re-use community knowledge and connect customers to solve problemsSolve
Identify business opportunities and ideas through crowd-sourcing communitiesInnovate
Measure buzz, calculate stakeholder sentiment and determine impactAnalyze
Adapted from various sources including William Band, Ray Wang, Charlene Li and Josh Bernoff
Our Strategy and Approach to Social CRM
Every investment in Social CRM aligns to and supports the objective of productivity
Microsoft invests significantly in Social capabilities across many of our products
Our strategy is to harness these investments as well as invest in additional social CRM features
Microsoft Dynamics CRM Mission̏� Deliver intelligent software and services that enable extraordinary customer relationships with world-class
business results”
Microsoft Dynamics CRM Social CRM ObjectivesMicrosoft Dynamics CRM forms the foundation of your Business Hub, a place to manage and enrich important relationships and interactions Connect employees, vendors,
partners, prospects, customers and other stakeholders
View, share, discover, engage and enrich business relationships and processes
Microsoft Investment in Social Technologies Microsoft broadly invests in
social technologies
Ongoing social investments in SharePoint, Office, Bing, Windows Phone, Xbox and many others
Continuous investment in social technologies is central to the Microsoft mission and business strategy
Microsoft Social TechnologiesWhat can customers do today?
Outlook Social Connector Broad set of social data surfaced
directly in Outlook
Expand social networks and stay up to date
See profiles and updates and add new connections
Single view of all social and CRM interactions
Simple timeline of all relevant customer activities
Combined social and CRM data enriches 360˚ view
Provided at no cost for licensed Outlook users
Bing Twitter
Microsoft Fuse Labs
Company Crowd
Collects web and social content about customers and prospects
Social Gadgets
Provides real-time visualization of Twitter data to identify patterns and trends
Allows searching and mapping of hot topics on Twitter through Bing
FUSE Labs works in partnership with Microsoft product and research teams to ideate, develop, and deliver new social, real-time, and media-rich application experiences
Excel Analytics for Twitter
Allows users to query Twitter directly in Microsoft® Office Excel 2010
Utilizes PowerPivot Excel Add-in to perform analysis
Stats include top Tweeters and #hashtags
Categorizes tone of tweets as positive or negative
Can be added to Microsoft Dynamics CRM report library
Blogs
Wikis
Profiles
Ratings
Tags
Status Updates
Podcasting Comments
Team Sites Document
Libraries
Versioning
Shared Calendars
Task Lists
Discussion Boards
Collaboration
Surveys
Social Computing
BusinessCommunities
SharePoint 2010
Social CRM - Wave 1
Internal Community CollaborationScheduled to release in Q4 CY 2011
Microsoft Dynamics CRM Activity Feeds Simplified business insight and
collaboration capabilities
Micro-blogging to post statuses, questions, answers and comments
Consumerized user experience similar to Twitter and Facebook
Follow people and records that are relevant to you
View timelines of important statuses on walls
Workflow & API enabled System posts
Respects the core security model
Enables Lync presence
Microsoft Dynamics CRM Mobile Activity Feeds Initial device support for Windows Phone
7
View real-time Activity Feeds from CRM
Post real-time statuses, questions, answers and comments
View Account, Contact, Lead and Opportunity information on your mobile device
Make phone calls and send emails to CRM contacts with one click
One-click directions to account and contact addresses using Bing Maps
Configurable forms model
Beyond Wave 1
Extending Social CRM Innovation Note: release dates for these capabilities are yet to be finalized
Extending Internal Social Collaboration
Additional user actions: convert status to Case, Opportunity, Lead, Anything!
Broader set of supported devices and form factors
Enhanced insight with Hash-tags and tag-clouds
Additional personalization and filtering capabilities
Relevance ratings and suggested connections
Building your Business Network
Positions people and relationships at the center of productivity
Provides instant awareness of a person’s business impact and influence
Enriches profiles with external social data
Identifies valuable relationships without the need for research
Seamless sharing of business knowledge about people, relationships, and news
Social Looking Glass
Listen to social conversations on Twitter and Facebook
Seamless blending of social channels with existing service management processes
Make social interactions actionable in Microsoft Dynamics CRM
Cross-channel analytics
Conclusion
Microsoft invests significantly in Social technologies!
Microsoft Dynamics CRM is investing in Social CRM capabilities over the short and long term (Q4 CY 2011 and onwards)
We will focus on driving productivity through improved listening and collaboration within and across communities (internal, managed and independent)
© 2011 Microsoft Corporation. All rights reserved. Microsoft, Microsoft Dynamics, and the Microsoft Dynamics logo are trademarks of the Microsoft group of companies. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this
presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft
cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Appendix
Partner Solutions
ClickDimensions Marketing Automation
Marketing Automation Email marketing, web tracking & lead scoring
Social Discovery and Social Web Traffic Analysis Identify prospects’ social identities and understand
which social sources are bringing high quality traffic to your web site
For more information go to http://www.clickdimensions.com
Social Discovery Social Web Traffic Analysis
Solar Velocity – Social CRM Strategy
http://www.solarvelocity.com
Solar Velocity (http://www.solarvelocity.com)
Vibe by Sonoma Partners
Enterprise social networking application built within Microsoft Dynamics CRM
Works with both on-premise and Online deployments
Vibe combines user-contributed content with system generated CRM data (new orders, leads, cases, etc.)
Vibe Community Edition is free!
Vibe by Sonoma Partners
• Lets users create and maintain their own feeds & subscriptions
• Allows users to search across all feeds (including hash tag support)
• Includes a usage analytics dashboard
• Download from Microsoft Dynamics Marketplace at
http://tinyurl.com/crmvibe
• Simple and quick installation via a single solution file
Social CRM for SalesCustomer Insight and Sales Intelligence.
InsideView is the leader in Sales 2.0 customer
intelligence, prospect leads, social media, and
breaking news inside Dynamics CRM.
InsideView offers “actionable insight” about
companies and contacts – to identify better
prospects, reduce sales cycles, and win more
deals.
Key Benefits
• Increase sales productivity by delivering accurate and complete company and contact records directly into Dynamics CRM.
• Save time on data entry with no input errors
• Save money – avoiding the cost of list rental and data append services.
• Increase win rates
• Drive CRM adoption – salespeople love it!
5 minute install
www.insideview.com/microsoft [email protected]
Company Info Social Networks
Contacts Family Tree
Alerts Competitors
Social Media Sync to CRM
Prospect List building
“All in One” Intelligence to Discover Opportunities & Engage People.
Nike account record showing details and breaking news.
Pricing: FREE ongoingUpgrade options: $29, $49, $99 per user/moEmail [email protected] for details
Parrot – Social CRM by Webfortis
Integrated Twitter, Facebook and LinkedIn functionality to both CRM Online and CRM On Premise.
Ability to control social conversations, develop marketing and awareness of brand, as well as both proactive and reactive customer service
Parrot by Webfortis – webfortis.com/parrot
Free (for up to 2 users) – Available on the Marketplace
Parrot – Social CRM by Webfortis
CoTweet Social CRM Connector for Microsoft Dynamics
CoTweet’s CRM Integration allows you to export social conversations to Microsoft Dynamic CRM as well as integrate CRM data into CoTweet at the point of interaction. A company’s social data can now be leveraged across the organization including sales, customer service, etc.
What started as a social conversation now becomes an opportunity for lead generation, case resolution and more.
The powerful combination of CoTweet and enterprise data empowers marketers to have more relevant conversations in social. CoTweet breaks down silos by integrating data across platforms to create richer customer profiles and providing a common view of the consumer.
For more information contact: Dawn DeVirgilio, Product Marketing Manager, Social. [email protected]
Action Oriented with Rich Connected Profiles
See updates in the timeline as activities when CRM updates are made
Perform CRM actions from the message timeline with a single click
Value of all Open Opportunities
Customer Lifetime Value
Status in CRM system (Lead, Account or Contact)
Number and List of open cases
Number and List of open opportunities Buyer/Customer
Sentiment
