Harnessing social technologies with Microsoft Dynamics CRM Girish RajaTechnical Marketing Manager @ Microsofthttp://blogs.msdn.com/girishr@girishr #SPC284

SPC284

Social Insights - InsideView

Yammer CRM Collab

Agenda

Photo Credit: http://www.flickr.com/photos/seandreilinger/

Social Listening

Download the deck on Yammer http://myspc.sharepointconference.com/Sessions/Details/14005

DEVICES

Tablet Desktop Phone

WORKLOADS

DEPLOYMENT

Customer Relationship Management

Sales Marketing ServiceExtended

CRM

Cloud

Relationships | Interactions | Process | InsightsFramework

On-Premises

The age of the social customer

20%expect a response within 1 hour via social media

44%of consumers complain via social media

1.2bposts per day just on Facebook and Twitter alone

57%through the buying cycle before they contact you

Remember Adam Orth?

http://www.dorkly.com/article/51418/other-controversial-tweets-by-adam-orthhttp://arstechnica.com/gaming/2013/04/adam-always-online-orth-no-longer-employed-at-microsoft/

Positive things can happen too!

Microsoft Social Listening Demo

Introducing Microsoft Social Listening (MSL)

Microsoft Dynamics CRM aligned UI

Responsive design – desktop, tablet, phone

Easier setup

O365 identity integration

Faster download of posts

Geo expansion

Fully running on Azure

Included for all CRM Online Professional >= 10 seatsIncluding basic posts/month limit

Reduced price for CRM On-Premises ProfessionalIncluding basic posts/month limit

Buy higher “posts/month limit” as add-on

Democratizing SocialStand-alone

Preview early March - GA early Q2

Stand-alone, minimum 1 seatIncluding basic posts/month limit

MSL Roadmap

Social Dashboard on CRM

Widgets

CRM + MSLCreate Social Activities : H2Create:

Cases Leads Opportunities

From MSL to CRM

Design preview

REST API - Power BI + MSL

What’s in:

Connect Social Data to Power BI and do advanced analytics

Mash up Social Data with Sales, Marketing, and Financial Data

Roadmap – fast release cadence

Subra

Libra

Hydra

Abracadabra

Social Insights – InsideView Partnership

Social Insights - Inside view partnershipWhat’s in:

Insights about any leads, opportunities, and accounts

News Financials People Buzz Competitors

Social Insights – Inside View Demo

Yammer and CRM

Yammer: CollaborationWhat’s in:

Collaborate with colleagues on sales opportunities, leads, and cases

Yammer + Dynamics CRM

Follow CRM records in Yammer

Search across Yammer & CRM

Seamless conversations

Publish to Yammer activity stream

Desktop, browser & device choice

Post, Like & Share

Social Layer

Activity Stream

System messages: can be public or private

Public: posted to all members of the company or a group

Private messages: posted only to users following the record in CRM

User Conversatio

ns

PrivateUsers have all conversations in a private CRM groupOnly members of the private group can view conversations

Public Users can choose the group they post to for each message

Admin chooses the private group to use and manages group membership.

Admin can choose whether system messages are public or private. Default is private.

Security Model

Yammer and CRM Demo

Yammer Adoption in the CRM community

Social Stack - Microsoft Dynamics CRMMARKETING SALES SERVICE

ParatureSocial Care

Yammer - Social Collaboration

Microsoft Social Listening - Analytics (Q2) and Engagement (H2)

Inside View

Dynamics MarketingSocial Campaigns (Q2)

Power BI and Social Analytics (H2)

Social Insights (Q2)

Microsoft Dynamics CRM 2013

Create Social Activity (H2) – Leads, Opportunities, Cases

Yammer Integration - Collaboration

Unlock the power of social

Social is for Closers – A Social Intelligence Guide for

Sales

eBooks on Social with customer examples

Your Brand Sux – Turning Sentiment Into Opportunity

 –for Marketing

Wow Service – Social Guide for Customer Service

Convergence Conference content – Free Keynote & session content https://

presentations.inxpo.com/Shows/microsoft/MSConvergence/3-14/Login/index.html

Jason Bullock’s session Office 365 and Dynamics CRM Online - better together Wednesday, March 5, 2014, 3:15 PM-4:30 PM

Integrating CRM 2013 & SharePoint 2013 Training Course - eLearning https://

dynamics.microsoftelearning.com/eLearning/courseDetail.aspx?courseId=448977

http://blogs.msdn.com/girishr http://twitter.com/girishr

Resources

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© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.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.

Additional slides

Social business opportunities

Publish social content

Monitor campaign effectiveness

Manage brand reputation

Identify influencers

MARKETING SALES

Work better together

Intercept buying signals

Enriched insightsCustomer

collaboration

SERVICE

Social customer care

Knowledge management

Early warning system

Measure customer

satisfaction

Biggest pitfalls of implementing social

Too expensive to roll out to many users

A silo within a company

Not seamlessly integrated

Social strategy not aligned with top business goals

#amazonfail