Social technologies such as blogs, forums and social networks are transforming the relationship between organizations and their stakeholders. The pace of change is rapid. The convergence of social technologies with customer relationship management processes and technology is referred to as Social CRM. It is about process, people, and technology coming together to do business in new ways that reflect the realities of today’s social media culture. Paul Greenberg, a respected authority on the convergence of Social and CRM, defines the concept in the following way: “CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.”http://www.zdnet.com/blog/crmThis slide deck will provide an overview of Social CRM and its relevance and business value to your organization, discuss the social capabilities of Microsoft Dynamics CRM and other Microsoft solutions that you can leverage today, and provide you an overview of the future social investments planned for Microsoft Dynamics CRM over the next 3-24 months.
Useful introductory video – hide this slide if not relevant. NOTE: If you use this video then slides 4 thru 12 are not needed.
Social technologies are experiencing unprecedented growth. Facebook reached 100 million users in less than 9 months. Today, the service has over 680 million users. In comparison, television took 13 years to reach 50 million viewers in the 1950s and the Internet needed 4 years to reach that level. Of 27 million “tweets” a day on Twitter, 80% are from mobile devices where users can post thoughts and observations in real-time. The explosive growth of social technologies is fundamentally changing the way that organizations and individuals interact. Customers are now able to participate in rich online communities based on their mutual interests. Sources:socialnomics.comInside Facebook goldsocialnomics.com
Social technologies are experiencing unprecedented growth. Facebook reached 100 million users in less than 9 months. Today, the service has over 680 million users. In comparison, television took 13 years to reach 50 million viewers in the 1950s and the Internet needed 4 years to reach that level. Of 27 million “tweets” a day on Twitter, 80% are from mobile devices where users can post thoughts and observations in real-time. The explosive growth of social technologies is fundamentally changing the way that organizations and individuals interact. Customers are now able to participate in rich online communities based on their mutual interests. Organizations should consider three broad types of communities:Internal – Networks inside organizations that enable new forms of communication and collaboration, enabling greater responsiveness to stakeholder needs. Managed – Branded communities for stakeholders to engage with the organization and each other to solve their problems and offer feedback. In this type of community, the organization has more influence in shaping the message, content and participation.Independent– Stakeholders use public domain social technologies to express their opinions. They can join or form their own communities and interest groups for these purposes. These communities present the greatest opportunity for insight though they also pose a serious risk of brand damage and loss of customers if not engaged effectively.A common misconception is that business social technologies revolve solely around employee collaboration in internal communities. Social technologies do enable employees to communicate, share information, and form new internal communities. However, they also provide new channels for interaction between organizations and stakeholders. The traditional lines of what is considered internal versus external to an organization have been blurred. Data sources:socialnomics.comInside Facebook goldsocialnomics.com
Inside an organization, social technology facilitates improved productivity, communication and collaboration. It enables employees, partners, vendors and other stakeholders to communicate, share information, research solutions, and collaborate on important business processes. The effect is to break down organizational silos, allowing people to find answers, expertise and exchange knowledge through simple software experiences similar to everyday consumer services such as Facebook, Twitter and internet search engines. On an individual level, social technology provides information workers with a means to promote and drive awareness of their business achievements and remain aware of relevant prospects, customers and events. Examples include micro-blogging, Activity Feeds, SharePoint “mysites” and internal community intranets.
A business can use social technology to establish an online community that it manages. The message, content and interaction model is defined and moderated by the organization. A managed external community of this type provides a convenient way for customers to engage with a business through self-service capabilities. In addition, customers can use the community to connect with one another to collectively solve problems. The business can monitor the community to listen to customer’s feedback including praise, complaints and suggestions. Examples of managed external communities include support forums, corporate blogs, email lists, LinkedIn communities, Facebook pages and customer portals. Customer objectives for managed external communities include:Answer my questions and solve my problems at a time and place that suits me.Contribute ideas about the products and services I have purchased.Vent about poor service, product capability or the organization as a whole.Register my praise and endorsement for good service or product capabilities.Search for solutions from other customers who may have experienced the same problems as me. In many cases I will listen to their advice before I listen to the representative from the organization directly.Identify myself as an expert amongst the customer community to raise my profile and establish my professional credibility.
In contrast to managed communities, these are online destinations that are completely external to the organization. There is minimal or no control or influence on the conversations or content contributed. Independent communities are a valuable marketing resource for a business, though they also represent a serious risk if not approached effectively. The greatest strength, and threat, of an Independent community is rooted in its authenticity. It is a real forum for real people outside of control of the business, so it represents the truth, regardless of the actual reality. Social networks such as Facebook, LinkedIn or Twitter, as well as third-party blogs and forums are examples of technologies that foster the creation of unmanaged external communities.A business can engage with an Independent community and listen to customer feedback that includes praise, complaints and suggestions. The community can be a source for identifying influential customers or commentators who can affect brand perception. It can also provide an early-warning system to identify potential problems ahead of time and proactively respond. A business can even respond to individual customer issues through social technology in the same way that issues are handled through other channels such as phone, email, web and face to face. Independent communities are also a good venue for news and announcements, becoming another branch of the media in effect.Customers are quite fond of independent communities, as they present a place where people can say what they really think. As a result, customers enjoy engaging with unmanaged external communities on many different dimensions:Evaluate purchasing decisions – 90% of consumers rate peer recommendations better than any advertising.Answer my questions and solve my problems at a time and place that suits me.Contribute ideas about the products and services I have purchased.In real-time vent about poor service, product capability or the organization as a whole.In real-time register my praise and endorsement for good service or product capabilities.Search for solutions from other customers who may have experienced the same problems as me. In many cases I will listen to their advice before I listen to the representative from the organization directly.Identify myself as an expert to raise my profile and establish my professional credibility.
LISTENListen and monitor conversations to identify trends/issues (early-warnings) across internal & external communitiesAllow internal stakeholders such as employees and partners to subscribe and listen to the information that makes them more productive in their roleMonitor customer comments in real-time to identify what is being said, the sentiment, severity and volumeIdentify key influencers (both advocates and detractors) for the organization.Establish an early-warning system where negative trends and issues are proactively dealt with to avoid broader PR problemsENGAGEUse internal micro-blogging to facilitate simple collaboration and knowledge exchange between internal stakeholders.Allow internal stakeholders to follow subject-matter experts in the domains or interest groups that are most useful to them.Participate in conversations in the public domain through existing social networks and external communities.Utilize social networks and other online communities as additional channel for customers to directly provide feedback, register issues and complaintsAMPLIFYBroadcast organizational news, achievements to inform and inspire internal stakeholders such as employees and partnersProvide an impartial means for stakeholder self-promotion: broadcast individual achievementsAdd an additional outbound channel for marketing messages, events, offers and incentives.Identify passionate influential customers to on-sell your products and servicesProactive response to flagged early warningsSOLVEHarvest and re-use knowledge from communities and connect customers with other customers to solve problemsFind expertise across the internal community to solve customer issuesSimple mechanism to ask questions and receive answersEasily manage my professional network of trusted advisors and SME’sConnect customers with other customers to solve problems amongst themselvesIdentify SME’s externally and extract and re-use knowledge for the broader communityINNOVATECrowd-sourcing communities to identify business opportunities and ideas for new or enhanced products & servicesFormalize and streamline the flow of ideas on product/service innovations for internal stakeholdersDemocratize product/service roadmapsFoster a culture where every voice is heard!Formalize and streamline the flow of ideas on product/service innovations for customersCreate a culture of inclusiveness and transparency for customersDemocratize product/service roadmapsFacilitate community prioritization of innovation choicesANALYZEMeasure buzz, calculate stakeholder sentiment and determine impact of social channels on sales, service and marketing KPI’s.Utilize the data collected from communities to: Identify trends and patternsPredict future issues and opportunitiesCalculate community sentiment or satisfaction
Microsoft has been investing in social capabilities for our products for some time now. Many of these technologies are complementary to Microsoft Dynamics CRM functionality. Some examples include the Outlook Social Connector, Fuse Labs social solutions and Analytics for Twitter in Excel. All of these solutions are consumable from Microsoft Dynamics CRM and available at no charge.
Users can expand their social networks and stay up to date without leaving OutlookSee profiles and updates and add new connections without leaving your InboxOutlook people pane shows all social and CRM interactions in a single viewUsers can see email and attachments contacts have sent, meetings attended together, and their activities in social networksRicher picture of the customer when viewed in the context of CRM
SharePoint Communities include the features and functionality that enable not only traditional Enterprise Collaboration such as Document Libraries, Shared Calendars, and Team Sites. But also some of the newer, emerging Social Computing technologies such as Wikis, Tags, and Personal Profiles.The key point here is that everyone works in different ways, and has different technology preferences. So instead of being prescriptive about collaboration processes, SharePoint provides a platform that offers a multitude of different ways to work together depending on the people and the context.But regardless of the collaboration method, SharePoint aggregates these interactions which allow them to be centrally managed, and information from these communities will accrue to the knowledge, resources and overall IP of the organization.
The surging popularity of social technologies is indisputable, yet many organizations continue to struggle to harness them for real business benefits. Additionally, many CRM solutions available to customers today only focus on one aspect of social technologies, such as internal social collaboration, but neglect other equally valuable external communities. Ultimately, success will land with those businesses that can integrate social technologies’ wealth of customer data, feedback, and conversations into existing customer management initiatives and processes. Microsoft Dynamics CRM and social technologies enable businesses to address this complex challenge. MicrosoftDynamics CRM offers a strong platform for social CRM today though we are also committed to investing in solutions that drive value and open new opportunities in the near and long term. This commitment is clearly reflected in our roadmap for the CRM product and future vision around enabling you to build your Business Hub.
ClickDimensions proprietary social discovery service brings identity data from LinkedIn and Facebook right onto the Lead or Contact record.ClickDimensions web tracking and analytics allows marketers to understand the quality of visits from social sources because it identifies which visits were referred from a social source, identifies the exact source and scores the quality of the visit.
Social CRM is a strategy where you understand the business and consumers challenges and map out a solution. This is a workflow of a consumer driven social CRM strategy. Social data is pushed and pulled into a branded community and back out to the social networks for two reasons. One is to have more conversation in multiple places and the other is to own that data within your organization and have people interacting on your brand verses somewhere else. Then you setup workflow to trigger events from populating an activity within a CRM system to sending pricing information into a pricing system so management can make better informed decisions on what the market will bare. ------------------------- ------------------------- Pricing is based on a time and materials for the consulting and engagement through the strategy.Contact: Jason Swenk – 404.978.2241 – firstname.lastname@example.org – Social CRM blog = http://www.solarvelocity.com/digital-insights.aspx?BlogCatID=0a3f9416-8ae1-4f41-89bb-3485c755cac8
This is the front facing branded community that is pushing and pulling the data back in forth and then the real social CRM strategy is hidden in the backend for where the data is feeding into. Could be dashboards, existing systems, CRM systems, etc…-------------------------------------------------- ------------------------- Pricing is based on a time and materials for the consulting and engagement through the strategy.Contact: Jason Swenk – 404.978.2241 – email@example.com – Social CRM blog = http://www.solarvelocity.com/digital-insights.aspx?BlogCatID=0a3f9416-8ae1-4f41-89bb-3485c755cac8
Vibe is Sonoma Partners corporate social Microsoft Dynamics CRM application. Vibe is driven by CRM data that enables users to see instant updates of the information they want to see, then comment and collaborate on it. Sales teams stay in the loop on key efforts from the marketing and customer service teams without having to click through multiple locations in Microsoft Dynamics CRM.User and Group Feeds: Updates are comments related to a feed, specific to a Microsoft Dynamics CRM user, business group or team. All feeds and entries are stored in Microsoft Dynamics CRM.User Profiles and Subscriptions: Users select the feeds to which they want to subscribe so they see the information most relevant to them. They also can opt to receive real-time notification of updates in Vibe, a daily or weekly e-mail report of their feeds, or access their updates from Vibe’s mobile client.Automated Content: In addition to status updates and comments posted by users, you can configure automated updates with Microsoft Dynamics CRM’s workflow engine for milestones such as launching a marketing campaign, winning an opportunity, or resolving a case.
http://pinpoint.microsoft.com/en-us/applications/vibe-social-networking-for-microsoft-dynamics-crm-4295028209Vibe Community Edition: Combines the ease-of-use of Facebook and Twitter with Microsoft's powerful CRM platform.Is easy to install.Posts important CRM data -- but also allows users to manually post information to a feed.Lets users create and maintain their own feed subscriptions.Has native integration to Gravatar so users can personalize an avatar for their feed.Allows users to search across all feeds.Supports hash tags in posts (perfect for you Twitter-philes).Includes a usage analytics dashboard.Works with Microsoft Dynamics CRM Online and Microsoft Dynamics CRM 2011 on-premise editions.
Customer Requirements:Neudesic Pulse solves the following business challenges:Gap between companies and external communitiesDifficult to find answers, information and expertsMaking remote employees and offices a part of the conversationKnowledge locked away in business systems and processesPulse enables organizations to:Share information Uncover expertsFind answersCollaborate through mobilityEmbed social within business systemsCreate a bridge to customers and partnersAnd get things done NOW!
What's Neudesic Pulse?Agile, effective business collaboration is now within reach. Neudesic Pulse is enterprise social software that becomes a hub for employee collaboration and business system integration.Pulse for EnterpriseNeudesic Pulse is for businesses seeking better communication and collaboration. Neudesic Pulse is for the evolving business, the dynamic business, the mobile business. Your business!Pulse will help youTap into ideas, knowledge and expertise at the heart of your business. Neudesic Pulse allows employees to find experts, share ideas and files, provide feedback, receive instant answers, and more.Information On-DemandWe live in a world where ideas, answers and information are a mere mouse-click away, especially through wildly popular social networking sites like Twitter and Facebook. You can now bring the power of social networking and microblogging to your organization. Pulse makes it possible to follow, collaborate and share with your entire enterprise, in real-time.Getting ComfortableBring it all together. Pulse adds a social layer to almost any business application, and enables you to either collaborate directly within the systems you're most comfortable with — for instance, Microsoft SharePoint — or follow and contribute to system pages within the standalone Pulse application.Connect From AnywhereMake lasting connections with co-workers and get real-time updates from your applications, from anywhere. It’s often hard to know what the rest of the company is working on. Neudesic Pulse connects you to your organization in real-time and is a great way to find people and systems to help you with projects, find experts to help you with a question, and even contribute to the next big idea!Private and SecureKeep your information private and secure. Whether you choose to host Pulse on your own servers or host it with us, you can be assured that your information stays secure and private and that you can keep the information you collect for as long as you choose.Measure SuccessDon't just track it — win it. Add a social layer to your CRM system to get a complete understanding of what closes deals, how to better respond to customer complaints, and how to be more successful with marketing / sales initiatives.Did we mention the 30-day free trial?We’ve made Neudesic Pulse pricing very simple. If you want to use Neudesic’s Private Cloud Service it’s $12 per user each month.If you want Neudesic Pulse in your data center there is a per user license. Simply contact us to get the latest pricing.
Speaker NotesInsideView is the new generation of customer intelligence. It’s “all in one” real-time, insight, news and social networking - bridging both traditional company information and social media. It’s the fastest way to build prospect lists, loaded into CRM, along with sales triggers and social networking that help you sell more effectively. Never a cold call. Install InsideView automatically with every CRM trial. It’s FREE. It’s easy. Wow your prospects. Dazzle your customers. It’s simply the best way to beat your competition – every time.Significantly better solution than SFDC/Jigsaw. Jigsaw is user generated contact names with a high rate of inaccurate contacts. InsideView delivers rich intelligence to engage in timely, relevant, meaningful business conversations.
5 Minute Install – insideview.com/MICROSOFTInstalls as 30 day free trial of TEAM (premium version), then reverts to ongoing FREE version.Pricing: FREE ongoing CRM+ - $29/mo (per CRM seat, min 10 seats) TEAM - $49/mo (thru 12/31/11, min 5 seats)Email Microsoft@insideview.com for most up to date pricing quotes. Contact Paula Mahlberg, Microsoft Alliance Manager for questions or to refer a lead: www.insideview.com/REFERRALPaula.firstname.lastname@example.org
The message timeline has activity tracking built into it and displays the updates to CRM records right within the timeline. In this example, a lead is created within the CRM system and shows up in the message stream.
Presenter Name Building your Business Hub:Microsoft Dynamics CRM and Social Technologies MONTH 00, 2011
Agenda The Social Revolution The Social World: Our View 1 Three Communities Model 2 Business Opportunities with Social technologies 3 Our strategy and approach to Social CRM 4 What can our customers do today? 5 Where are we heading? 6 7
Years to reach 50 million users… Radio38 years Television13 years Internet 4 years iPod3 years Facebook 100 million users inless than9 months! Source: socialnomics.com
If Facebook were a country… It would be the world’s 3rd largest! Log In Over 750 million users and 50% of active users log on in any given day Only India and China have more people Source: socialnomics.com
A new member joins 95% of companies using social media for recruitment use LinkedIn every second 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
Lady Gaga, Justin Bieber & Britney Spears… Have more Twitter followers than the entire populations of Sweden | Israel | Greece | Chile | North Korea | Australia Source: socialnomics.com
Every minute… 24 hours of video content is uploaded to Source: socialnomics.com
34% of bloggers Are youlistening Post opinions about products, services and brands Source: socialnomics.com
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 INTERNAL MANAGED INDEPENDENT Customers | Employees | Partners | Other Stakeholders Microsoft Dynamics CRM powers your Business Hub
Internal Communities INTERNAL Participants 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 MANAGED INDEPENDENT Customers | Employees | Partners | Other Stakeholders Microsoft Dynamics CRM powers your Business Hub
Managed Communities INTERNAL Participants 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 MANAGED INDEPENDENT Customers | Employees | Partners | Other Stakeholders Microsoft Dynamics CRM powers your Business Hub
Independent Communities INTERNAL Participants 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 MANAGED INDEPENDENT Customers | Employees | Partners | Other Stakeholders Microsoft Dynamics CRM powers your Business Hub
Business Opportunities with Social Technologies Listen Listen, monitor & dissect social conversations to uncover trends & key influencers Engage Conduct a dialog with stakeholders to inform, respond & influence Amplify Utilize communities to broadcast your message and drive awareness Solve Harvest and re-use community knowledge and connect customers to solve problems Innovate Identify business opportunities and ideas through crowd-sourcing communities Analyze Measure buzz, calculate stakeholder sentiment and determine impact Adapted from various sources including William Band, Ray Wang, Charlene Li and Josh Bernoff
Our Strategy and Approach to Social CRM Microsoft Dynamics CRM Mission ̏ Deliver intelligent software and services that enable extraordinary customer relationships with world-class business results”
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 Social CRM Objectives Microsoft 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?
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 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 Company Crowd Social Gadgets Collects web and social content about customers and prospects Allows searching and mapping of hot topics on Twitter through Bing Provides real-time visualization of Twitter data to identify patterns and trends
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. 5 minute install www.insideview.com/microsoft email@example.com
Nike account record showing details and breaking news. “All in One” Intelligence to Discover Opportunities & Engage People. Company Info Social Networks Contacts Family Tree Alerts Competitors Social Media Sync to CRM Prospect List building Pricing: FREE ongoing Upgrade options: $29, $49, $99 per user/mo Email firstname.lastname@example.org for details
Free (for up to 2 users) – Available on the Marketplace
Parrot – Social CRM by Webfortis
CoTweet Social CRM Connector for Microsoft Dynamics 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. 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. For more information contact: Dawn DeVirgilio, Product Marketing Manager, Social. Dawn@exacttarget.com
Action Oriented with Rich Connected Profiles Customer Lifetime Value Value of all Open Opportunities Status in CRM system (Lead, Account or Contact) See updates in the timeline as activities when CRM updates are made Number and List of open cases Number and List of open opportunities Buyer/Customer Sentiment Perform CRM actions from the message timeline with a single click