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Presenter Name<br />Building your Business Hub:Microsoft Dynamics CRM and Social Technologies<br />MONTH 00, 2011<br />
socialnomics.com introduction video<br />
Agenda<br />The Social Revolution<br />The Social World: Our View<br />1<br />Three Communities Model<br />2<br />Business...
Think that Social Media is a fad?<br />Think again!<br />
Years to reach 50 million users…<br />Radio38 years<br />Television13 years<br />Internet 4 years<br />iPod3 years<br />Fa...
If Facebook were a country…<br />It would be the world’s 3rd largest!<br />Log In<br />Over 750 million users and 50% of a...
A new member joins <br />95% of companies using social media for recruitment use LinkedIn<br />every second<br />l<br />l<...
Lady Gaga, Justin Bieber & Britney Spears…<br />Have more Twitter followers than the entire populations of<br />Sweden | I...
Every minute…<br />24 hours of video content is uploaded to<br />Source: socialnomics.com<br />
34% of bloggers<br />Are youlistening<br />Post opinions about products, services and brands<br />Source: socialnomics.com...
A matter of Trust…<br /><ul><li>90% of consumers trust peer recommendations for purchasing decisions
Only 14% trust advertisements
70% trust other consumer opinions</li></ul>Source: socialnomics.com<br />
Social Media “is only going to become more pervasive and as such, become a critical factor in the success or failure of an...
Still think it’s a fad?<br />
The Social World: Our View<br /><ul><li>Social technologies are transforming the relationship between organizations and pe...
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!</l...
Internal Communities<br />INTERNAL<br />Participants<br />Anyone within an organization’s ecosystem e.g. Employees, Partne...
Managed Communities<br />INTERNAL<br />Participants<br />Registered or approved members<br />Participant Objectives<br />A...
Independent Communities<br />INTERNAL<br />Participants<br />Anyone with an internet connection!<br />Participant Objectiv...
Business Opportunities with Social Technologies<br />Listen<br />Listen, monitor & dissect social conversations to uncover...
Our Strategy and Approach to Social CRM<br />Microsoft Dynamics CRM Mission<br />̏ Deliver intelligent software and servic...
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</li></li></ul><li>Microso...
View, share, discover, engage and enrich business relationships and processes</li></li></ul><li>Microsoft Investment in So...
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</li></li></ul><li>M...
Outlook Social Connector<br /><ul><li>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</li></li></ul><li>Bing Twitter<br />Microsoft Fuse Labs<br />FUSE Labs work...
Excel Analytics for Twitter<br /><ul><li>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</li></li></ul><li>SharePoint 2010<br />Comments<br />Discussion Boar...
Social CRM - Wave 1Internal Community CollaborationScheduled to release in Q4 CY 2011<br />
Microsoft Dynamics CRM Activity Feeds<br /><ul><li>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</li></li></ul><li>Microsoft Dynamics CRM Mobile Activity Feeds<br /><ul><li>Initial device support f...
View real-time Activity Feeds from CRM
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Building your Business Hub: Microsoft Dynamics CRM and Social Technologies

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Building your Business Hub: Microsoft Dynamics CRM and Social Technologies

  1. 1. Presenter Name<br />Building your Business Hub:Microsoft Dynamics CRM and Social Technologies<br />MONTH 00, 2011<br />
  2. 2. socialnomics.com introduction video<br />
  3. 3. Agenda<br />The Social Revolution<br />The Social World: Our View<br />1<br />Three Communities Model<br />2<br />Business Opportunities with Social technologies<br />3<br />Our strategy and approach to Social CRM<br />4<br />What can our customers do today?<br />5<br />Where are we heading?<br />6<br />7<br />
  4. 4. Think that Social Media is a fad?<br />Think again!<br />
  5. 5. Years to reach 50 million users…<br />Radio38 years<br />Television13 years<br />Internet 4 years<br />iPod3 years<br />Facebook<br />100 million users inless than9 months!<br />Source: socialnomics.com<br />
  6. 6. If Facebook were a country…<br />It would be the world’s 3rd largest!<br />Log In<br />Over 750 million users and 50% of active users log on in any given day<br />Only India and China have more people<br />Source: socialnomics.com<br />
  7. 7. A new member joins <br />95% of companies using social media for recruitment use LinkedIn<br />every second<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />l<br />Source: socialnomics.com<br />
  8. 8. Lady Gaga, Justin Bieber & Britney Spears…<br />Have more Twitter followers than the entire populations of<br />Sweden | Israel | Greece | Chile | North Korea | Australia<br />Source: socialnomics.com<br />
  9. 9. Every minute…<br />24 hours of video content is uploaded to<br />Source: socialnomics.com<br />
  10. 10. 34% of bloggers<br />Are youlistening<br />Post opinions about products, services and brands<br />Source: socialnomics.com<br />
  11. 11. A matter of Trust…<br /><ul><li>90% of consumers trust peer recommendations for purchasing decisions
  12. 12. Only 14% trust advertisements
  13. 13. 70% trust other consumer opinions</li></ul>Source: socialnomics.com<br />
  14. 14. Social Media “is only going to become more pervasive and as such, become a critical factor in the success or failure of any business.” <br />Brian SolisSocial Media Manifesto, August 21, 2007<br />
  15. 15. Still think it’s a fad?<br />
  16. 16. The Social World: Our View<br /><ul><li>Social technologies are transforming the relationship between organizations and people
  17. 17. Social CRM is the convergence of social technologies with CRM processes and technology
  18. 18. People participate in conversations, post thoughts & observations or complain – all in real-time!
  19. 19. Organizations can choose to listen, engage or ignore. Conventional wisdom says that the former is the preferred option!</li></li></ul><li>Communities<br />INTERNAL<br />MANAGED<br />INDEPENDENT<br />Customers | Employees | Partners | Other Stakeholders<br />Microsoft Dynamics CRM powers your Business Hub<br />
  20. 20. Internal Communities<br />INTERNAL<br />Participants<br />Anyone within an organization’s ecosystem e.g. Employees, Partners and Vendors<br />Participant Objectives<br />Quickly and easily ask questions and locate subject matter expertise to address customer issues<br />Keep the finger on the pulse of prospects, customers and business events that directly affect their role<br />Provide a means to promote and drive awareness of their business achievements<br />Organizational Objectives<br />Facilitate improved productivity through simpler communication and collaboration tools<br />Break down organizational silos allowing people to find answers, expertise and share knowledge<br />Technology Examples<br />Email, Microblogs, Wikis, Blogs and Intranet applications<br />MANAGED<br />INDEPENDENT<br />Customers | Employees | Partners | Other Stakeholders<br />Microsoft Dynamics CRM powers your Business Hub<br />
  21. 21. Managed Communities<br />INTERNAL<br />Participants<br />Registered or approved members<br />Participant Objectives<br />Answer my questions and solve my problems at a time and place that suits me<br />Allow me to contribute ideas about the products and services I have purchased<br />Complain about poor service, product capabilities or the organization as a whole<br />Register my praise and endorsement for good service or product capabilities<br />Search for solutions from other customers with similar experiences<br />Identify myself as an expert amongst the customer community<br />Organizational Objectives<br />Provide additional convenience for customers through self-service capabilities<br />Allow customers to connect with other customers to collectively solve problems<br />Listen to customer’s feedback including praise, complaints and suggestions<br />Technology Examples<br />Corporate support forums and blogs, email lists, Linkedin communities, Facebook pages and customer portals<br />MANAGED<br />INDEPENDENT<br />Customers | Employees | Partners | Other Stakeholders<br />Microsoft Dynamics CRM powers your Business Hub<br />
  22. 22. Independent Communities<br />INTERNAL<br />Participants<br />Anyone with an internet connection!<br />Participant Objectives<br />Answer my questions and solve my problems at a time and place that suits me<br />Allow me to contribute ideas about the products and services I have purchased<br />Complain about poor service, product capabilities or an organization as a whole<br />Register my praise and endorsement for good service or product capabilities<br />Search for solutions from other customers with similar experiences<br />Identify myself as an expert amongst the customer community<br />Organizational Objectives<br />Listen to customer’s feedback including praise, complaints and suggestions<br />Use social media as another channel to engage customers<br />Analyze trends in social conversation to identify “early warnings” of potentially larger-scale issues<br />Technology Examples<br />3rd-Party forums and blogs, social networks such as Twitter and Facebook<br />MANAGED<br />INDEPENDENT<br />Customers | Employees | Partners | Other Stakeholders<br />Microsoft Dynamics CRM powers your Business Hub<br />
  23. 23. Business Opportunities with Social Technologies<br />Listen<br />Listen, monitor & dissect social conversations to uncover trends & key influencers<br />Engage<br />Conduct a dialog with stakeholders to inform, respond & influence<br />Amplify<br />Utilize communities to broadcast your message and drive awareness<br />Solve<br />Harvest and re-use community knowledge and connect customers to solve problems<br />Innovate<br />Identify business opportunities and ideas through crowd-sourcing communities<br />Analyze<br />Measure buzz, calculate stakeholder sentiment and determine impact<br />Adapted from various sources including William Band, Ray Wang, Charlene Li and Josh Bernoff<br />
  24. 24. Our Strategy and Approach to Social CRM<br />Microsoft Dynamics CRM Mission<br />̏ Deliver intelligent software and services that enable extraordinary customer relationships with world-class business results”<br /><ul><li>Every investment in Social CRM aligns to and supports the objective of productivity
  25. 25. Microsoft invests significantly in Social capabilities across many of our products
  26. 26. Our strategy is to harness these investments as well as invest in additional social CRM features</li></li></ul><li>Microsoft Dynamics CRM Social CRM Objectives<br />Microsoft Dynamics CRM forms the foundation of your Business Hub, a place to manage and enrich important relationships and interactions<br /><ul><li>Connect employees, vendors, partners, prospects, customers and other stakeholders
  27. 27. View, share, discover, engage and enrich business relationships and processes</li></li></ul><li>Microsoft Investment in Social Technologies<br /><ul><li>Microsoft broadly invests in social technologies
  28. 28. Ongoing social investments in SharePoint, Office, Bing, Windows Phone, Xbox and many others
  29. 29. Continuous investment in social technologies is central to the Microsoft mission and business strategy</li></li></ul><li>Microsoft Social TechnologiesWhat can customers do today?<br />
  30. 30. Outlook Social Connector<br /><ul><li>Broad set of social data surfaced directly in Outlook
  31. 31. Expand social networks and stay up to date
  32. 32. See profiles and updates and add new connections
  33. 33. Single view of all social and CRM interactions
  34. 34. Simple timeline of all relevant customer activities
  35. 35. Combined social and CRM data enriches 360˚ view
  36. 36. Provided at no cost for licensed Outlook users</li></li></ul><li>Bing Twitter<br />Microsoft Fuse Labs<br />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<br />Company Crowd<br />Social Gadgets<br />Collects web and social content about customers and prospects<br />Allows searching and mapping of hot topics on Twitter through Bing<br />Provides real-time visualization of Twitter data to identify patterns and trends<br />
  37. 37. Excel Analytics for Twitter<br /><ul><li>Allows users to query Twitter directly in Microsoft® Office Excel 2010
  38. 38. Utilizes PowerPivot Excel Add-in to perform analysis
  39. 39. Stats include top Tweeters and #hashtags
  40. 40. Categorizes tone of tweets as positive or negative
  41. 41. Can be added to Microsoft Dynamics CRM report library</li></li></ul><li>SharePoint 2010<br />Comments<br />Discussion Boards<br />Podcasting<br />Shared Calendars<br />Profiles<br />Versioning<br />Status Updates<br />Tags<br />Team Sites<br />Blogs<br />Document Libraries<br />Ratings<br />Task Lists<br />Wikis<br />Surveys<br />SocialComputing<br />Collaboration<br />Business<br />Communities<br />
  42. 42. Social CRM - Wave 1Internal Community CollaborationScheduled to release in Q4 CY 2011<br />
  43. 43. Microsoft Dynamics CRM Activity Feeds<br /><ul><li>Simplified business insight and collaboration capabilities
  44. 44. Micro-blogging to post statuses, questions, answers and comments
  45. 45. Consumerized user experience similar to Twitter and Facebook
  46. 46. Follow people and records that are relevant to you
  47. 47. View timelines of important statuses on walls
  48. 48. Workflow & API enabled System posts
  49. 49. Respects the core security model
  50. 50. Enables Lync presence</li></li></ul><li>Microsoft Dynamics CRM Mobile Activity Feeds<br /><ul><li>Initial device support for Windows Phone 7
  51. 51. View real-time Activity Feeds from CRM
  52. 52. Post real-time statuses, questions, answers and comments
  53. 53. View Account, Contact, Lead and Opportunity information on your mobile device
  54. 54. Make phone calls and send emails to CRM contacts with one click
  55. 55. One-click directions to account and contact addresses using Bing Maps
  56. 56. Configurable forms model</li></li></ul><li>Beyond Wave 1Extending Social CRM Innovation <br />Note: release dates for these capabilities are yet to be finalized<br />
  57. 57. Extending Internal Social Collaboration<br /><ul><li>Additional user actions: convert status to Case, Opportunity, Lead, Anything!
  58. 58. Broader set of supported devices and form factors
  59. 59. Enhanced insight with Hash-tags and tag-clouds
  60. 60. Additional personalization and filtering capabilities
  61. 61. Relevance ratings and suggested connections</li></li></ul><li>Building your Business Network<br /><ul><li>Positions people and relationships at the center of productivity
  62. 62. Provides instant awareness of a person’s business impact and influence
  63. 63. Enriches profiles with external social data
  64. 64. Identifies valuable relationships without the need for research
  65. 65. Seamless sharing of business knowledge about people, relationships, and news</li></li></ul><li>Social Looking Glass<br /><ul><li>Listen to social conversations on Twitter and Facebook
  66. 66. Seamless blending of social channels with existing service management processes
  67. 67. Make social interactions actionable in Microsoft Dynamics CRM
  68. 68. Cross-channel analytics</li></li></ul><li>Conclusion<br /><ul><li>Microsoft invests significantly in Social technologies!
  69. 69. Microsoft Dynamics CRM is investing in Social CRM capabilities over the short and long term (Q4 CY 2011 and onwards)
  70. 70. We will focus on driving productivity through improved listening and collaboration within and across communities (internal, managed and independent)</li></li></ul><li>© 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. <br />MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.<br />
  71. 71. AppendixPartner Solutions<br />
  72. 72. ClickDimensions Marketing Automation<br /><ul><li>Marketing Automation</li></ul>Email marketing, web tracking & lead scoring<br /><ul><li>Social Discovery and Social Web Traffic Analysis</li></ul>Identify prospects’ social identities and understand which social sources are bringing high quality traffic to your web site<br /><ul><li>For more information go to http://www.clickdimensions.com </li></li></ul><li>Social Discovery<br />Social Web Traffic Analysis<br />
  73. 73. Solar Velocity – Social CRM Strategy<br />http://www.solarvelocity.com<br />
  74. 74. Solar Velocity (http://www.solarvelocity.com) <br />
  75. 75. Vibe by Sonoma Partners<br /><ul><li>Enterprise social networking application built within Microsoft Dynamics CRM
  76. 76. Works with both on-premise and Online deployments
  77. 77. Vibe combines user-contributed content with system generated CRM data (new orders, leads, cases, etc.)
  78. 78. Vibe Community Edition is free!</li></li></ul><li>Vibe by Sonoma Partners<br /><ul><li>Lets users create and maintain their own feeds & subscriptions
  79. 79. Allows users to search across all feeds (including hash tag support)
  80. 80. Includes a usage analytics dashboard
  81. 81. Download from Microsoft Dynamics Marketplace at http://tinyurl.com/crmvibe
  82. 82. Simple and quick installation via a single solution file</li></li></ul><li>
  83. 83.
  84. 84. Social CRM for SalesCustomer Insight and Sales Intelligence.<br />Key Benefits<br /><ul><li>Increase sales productivity by delivering accurate and complete company and contact records directly into Dynamics CRM.
  85. 85. Save timeon data entry with no input errors
  86. 86. Save money– avoiding the cost of list rental and data append services.
  87. 87. Increase win rates
  88. 88. Drive CRM adoption – salespeople love it!</li></ul>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.<br />5 minute install<br />www.insideview.com/microsoft<br />microsoft@insideview.com<br />
  89. 89. Nike account record showing details and breaking news.<br />“All in One” Intelligence to Discover Opportunities & Engage People.<br />Company Info Social Networks<br />Contacts Family Tree<br />Alerts Competitors<br />Social Media Sync to CRM<br /> Prospect List building<br />Pricing: FREE ongoing<br /> Upgrade options: $29, $49, $99 per user/mo<br /> Email microsoft@insideview.com for details<br />
  90. 90. Parrot – Social CRM by Webfortis<br /><ul><li>Integrated Twitter, Facebook and LinkedIn functionality to both CRM Online and CRM On Premise.
  91. 91. Ability to control social conversations, develop marketing and awareness of brand, as well as both proactive and reactive customer service
  92. 92. Parrot by Webfortis – webfortis.com/parrot
  93. 93. Free (for up to 2 users) – Available on the Marketplace</li></li></ul><li>Parrot – Social CRM by Webfortis<br />
  94. 94. CoTweet Social CRM Connector for Microsoft Dynamics<br />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.<br />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. <br />What started as a social conversation now becomes an opportunity for lead generation, case resolution and more. <br />For more information contact: Dawn DeVirgilio, Product Marketing Manager, Social. Dawn@exacttarget.com<br />
  95. 95. Action Oriented with Rich Connected Profiles<br />Customer Lifetime Value<br />Value of all Open Opportunities<br />Status in CRM system (Lead, Account or Contact)<br />See updates in the timeline as activities when CRM updates are made<br />Number and List of open cases<br />Number and List of open opportunities<br />Buyer/Customer Sentiment<br />Perform CRM actions from the message timeline with a single click<br />

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