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Learning Objectives Social Landscape • What landscape looks like • What is “top of mind” • Key benefits for social What’s Microsoft Social Engagement • Key Capabilities • Upcoming Features in Autumn/Winter Where to Learn More • Where to find resources • How to demo or request a trial
People are sharing more than ever before 4. 5 B likes generated daily 300 hours of video uploaded to You. Tube per minute 500 M tweets per day
What is your social strategy?
Microsoft Social Engagement Social Listening Intelligent Social Engagement Social CRM
Social Listening Social listening Listen to what people are saying globally across social media, news publications and other sources via RSS. Key influencers Identify and follow people actively talking about your brand, products, or services. Sophisticated alerts Detect trends and listen for specific posts to keep you informed on key words or topics.
Intelligent social Adaptive sentiment learns from customers through machine learning enabling custom sentiment models fit for your organization. Buzz analysis Get insights at a glance with rich analytics including: location, share of voice, text mining and tag clouds visualizations. Automated triage Automatically detect intention in social posts and triage/route them as cases or leads into CRM.
Social engagement Engage & Publish Improve your social media presence by engaging with social communities with rich multimedia – replying and publishing. Team Collaboration Enable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles. E 2 E customer experience Create an end-end customer experience by creating CRM actions from social posts – cases, leads, and any custom entities.
Social CRM Social Sales Win faster when you leverage social to identify and act on buying signals, monitor key developments at your top accounts and track competitors. Social Marketing Manage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen your community management. Social Care Keep customers happy by identifying any customer issues and trends early on and being proactive on Twitter and Facebook.
What’s new in Social Listening Listen and analyze custom sources via RSS. Social Center Publish posts from Twitter and Facebook, including multimedia content. Look up Twitter author profile for more insights. Social CRM Create CRM actions like cases and opportunities from social posts. Define and set up rules to automatically create CRM entities through Social Engagement. Intelligent Social Adaptive sentiment allows you to build custom sentiment models to fit your industry. Automatically detect intention in social posts and triage/route them as cases or leads into CRM. Productivity Enable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles. Sentiment & UI 9 additional UI languages and sentiment languages : Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian, Swedish and Turkish.
Requesting MSE Demos How to get a demo Requestor = Microsoft Field for Customer If for an internal group or marketing event, request through Connected. CRM. For sales related deals, email this template to Michelle Kimihira. Requestor = Microsoft Gold & Silver CRM Partners Eligible to receive an IUR and Demo MSE environment Go to Microsoft Dynamics CRM Solutions page on Partner. Source for more information. Requestor = Partner on behalf of Customer There a limited number of customer-specific 30 day trials with 20 K posts of quota. Partners should work through the Microsoft PTS or TSP to sponsor the request and provide: Customer name, location Business justification Requested duration of trial if >30 days Requested quota (# of Posts) if > 20 K O 365 Admin Credentials (if you don’t have one, create here) Any questions? Contact Michelle Kimihira. How to get started Take a Guided Tour (Click-Through) Overview (Video) Getting Started (Video) Analytics (Video) Social Center (Video) Alerts (Video) Search Setup Video Quota Management Video Visit Social Help Center for detailed information http: //www. microsoft. com/en-us/dynamics/social-engagement-helpcenter/default. aspx Instructions to configure the link between CRM and MSE https: //msdn. microsoft. com/enus/library/dn 659847. aspx#BKMK_Connect
Key takeaways Social Landscape Democratize Social Increase Value to CRM Creates a huge opportunity for businesses to reach customers Social tools shouldn't be limited to a few individuals in marketing Empower sales, marketing and service teams to gain social insights with an E 2 E customer experience. Call to action: Use social to lead conversations about CRM
Essential resources Marketing Assets Sales Assets • BDM Presentation • Datasheet • Test Drive • • Battlecard Sales Guide Compete Pricing Internal: http: //aka/ms/Socialon. Infopedia Partners: Partner. Source Help & Training • Help & Training Portal • Yammer • Michelle Kimihira