Building your Business Hub: Microsoft Dynamics CRM and Social Technologies

Presenter Name
Building your Business Hub:Microsoft Dynamics CRM and Social Technologies
MONTH 00, 2011

socialnomics.com introduction video

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

Think that Social Media is a fad?
Think again!

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

A new member joins
95% of companies using social media for recruitment use LinkedIn
every second
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Every minute…
24 hours of video content is uploaded to

34% of bloggers
Are youlistening
Post opinions about products, services and brands

A matter of Trust…
90% of consumers trust peer recommendations for purchasing decisions
Only 14% trust advertisements
70% trust other consumer opinions

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
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

Managed Communities
INTERNAL
Participants
Registered or approved members
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
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

Independent Communities
INTERNAL
Participants
Anyone with an internet connection!
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
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

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?

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
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

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

SharePoint 2010
Comments
Discussion Boards
Podcasting
Shared Calendars
Profiles
Versioning
Status Updates
Tags
Team Sites
Blogs
Document Libraries
Ratings
Task Lists
Wikis
Surveys
SocialComputing
Collaboration
Business
Communities

Social CRM - Wave 1Internal 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 1Extending 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.

AppendixPartner 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.
Key Benefits
Increase sales productivity by delivering accurate and complete company and contact records directly into Dynamics CRM.
Save timeon 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!
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
microsoft@insideview.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 microsoft@insideview.com 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
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

Building your Business Hub: Microsoft Dynamics CRM and Social Technologies

by Laura Robinson on Sep 19, 2011

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