Microsoft Dynamics - Social CRM
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This document discusses how various emerging technologies can impact marketing and customer engagement. It provides examples of using social listening and analytics to generate sales leads. Key points include: 1) Technologies like IoT, AR/VR, AI and social media are changing how marketing works and allowing more personalized interactions. 2) Social media provides opportunities to better understand customers, engage them, build the brand and generate recommendations. 3) By tracking M&A rumors on social media and linking it to a CRM system, a company can identify potential sales leads and notify the relevant account managers. 4) The process involves analyzing social data using NLP to extract deal details, checking against existing databases, merging with CRM
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Microsoft Dynamics - Social CRM
- 2. Cloud AI Mobile Sharing Make IOT Social Human Interact. AR / VR How does this change Marketing?
- 6. Augmented Reality & AI
- 8. Social & AI
- 13. Social & AI
- 14. Social: Biggest Opportunities - FIS Customer Experience Understand your customers User expectations Trends & Innovations Learn from Competitors Customer Engagement Customer self-service Social Media Marketing Brand reputation & presence Social campaigns Consumer recommendations Nurturing of Influencers New Business Models Crowd sourced models P2P lending P2P Micropayments Community Banking Long tail Risk Management Discover market and customer risks in real time HR A great place communicate your messages and spot for top talents Collaboration Internal collaboration to maximize the network and knowledge Analytics & Big Data Generate actionable signals and support business decisions
- 15. 16 Lead Generation for Ernst & Young – Transaction Advisory Services Push deal alerts to sales by tracking and analyzing M&A rumors connected to the CRM system Example: Ernst & Young – Lead Generation Merger Acquisition Investment Seller Deal Volume Buyer Target Broker
- 16. Magic ? CRM System Account – Sales Relation Social Listening/Analytics API Data Posts Tweets Rewteets Likes Shares Sales Team Actions Phone CallsSignal Detection Grouping Distribution
- 17. Get the data 1 STEP Analyze the data 2 STEP Identify the sales person 3 STEP Deliver deal alert 4 STEP ► Social listening/ monitoring to detect and collect the data ► Natural Language processing to identify target, buyer, deal volume in the text ► Create an M&A Event ► Check with existing M&A databases if case is already identified ► Merge with CRM data to find out who is responsible for that account ► Send mail/notification and create and opportunity
- 18. Analyze the data 2 STEP ► Natural Language processing to identify target, buyer, deal volume in the text ► Check with existing M&A databases if case is already identified ► If not – you have a rumor Entry Buyer Microsoft Target Skype Dealvolume n.a. Post «Microsoft may take over Skype»
- 19. Analyze the data 2 STEP ► Natural Language processing to identify target, buyer, deal volume in the text ► Check with existing M&A databases if case is already identified ► If not – you have a rumor Entry Buyer Microsoft Target Skype Dealvolume n.a. Post «Microsoft may take over Skype» Post «Microsoft buys Skype for 8.5 b$ » Entry Buyer Microsoft Target Skype Dealvolume 8.5 b $ Event Buyer Microsoft Target Skype Dealvolume 8.5 b $
- 20. Analyze the data 2 STEP ► Natural Language processing to identify target, buyer, deal volume in the text ► Check with existing M&A databases if case is already identified ► If not – you have a rumor Event Buyer Microsoft Target Skype Dealvolume 8.5 b $ M&A Database Buyer Microsoft Target Skype Dealvolume 8.5 b $ If not included may be a rumor ?
- 21. Identify the sales person 3 STEP ► Merge with CRM data to find out who is responsible for that account Event Buyer Microsoft Target Skype Dealvolume 8.5 b $ Rumor yes CRM Account Microsoft Sales Max Higgs Email m.higgs@contoso.com
- 22. CRM System Account – Sales Relation Social Listening/Analytics API Magic ? Data Posts Tweets Rewteets Likes Shares Sales Team Actions Phone CallsSignal Detection Grouping Distribution Magic ? API’s Natural Language Processing Machine Learning/Rule based
- 23. Personalized | Proactive | Predictive Customer engagement
- 24. API Marketing Apps Dynamics Marketing Microsoft Social Engagement Dynamics CRM
- 25. Transparent Connected Augmented Creativity Data Driven & Predictions Automation & Integration Human interactions Trust Personalized Empowered