Carrying out Social CRM with Microsoft Dynamics CRM
The social media’s influence today cannot be understated. Today this platform is utilized by marketers to understand consumer behavior and influence people’s choices. But as social media became more widespread and data mining more complex, the challenge was now in creating software that could quantify, analyze and make the data easy to understand. This is where the Microsoft Dynamics CRM comes in. By integrating all data into the CRM platform, we get the advantage of the easy functionality of CRM. Most experts and industry insiders agree that social CRM was be the ruling trend this year. As we move towards the next year, it is clear that this trend will continue to dominate. Microsoft Social Engagement Tool For an effective social CRM we have to first integrate the Dynamics CRM with social engagement. Luckily, CRM was designed to work with different MS tools. Some would argue that these two tools were always destined to work together since CRM is all about managing relationships and Social Engagements is just the other side of the coin. Microsoft social Engagement tool was devised to understand and analyze social media data in a form that is easy to understand and implement. The social media today is simply too vast with a number of new and emerging platforms. With users running into unmanageable
numbers, the task of recording every comment would be close to impossible. This requires specially designed software that can record and present the data in easily understood form. Microsoft Social Engagement Tool provides the solution. It collects data from different social media sites in the form of charts and graphs. The simple format makes the disparate world of social media more cohesive and easy to understand. Some of the benefits of Social Engagement are: Analysing Big Data The biggest challenge when working with Big Data has been its analysis. With tons of data available today, the challenge lies in codifying and arranging it into a functional format. This ultimately helps us to analyse the big data. Keeping track of any mention or comments from a dynamic and cast source. Understanding emerging trends We can design the Social Engagement tool to look for certain keywords that give us a better understanding of people’s interest. What are people talking about? Which feature/trait do they most mention and why? This can be further utilised to understand emerging trends. Evaluating brand image People comments give us a better picture of how they view the company. Is it positive, negative or just neutral. This is necessary to evaluate how the brand is perceived. Pinpointing faulty features/services As product or services developers/providers we are sometimes blind to our own drawbacks. By analysing public sentiments, we can get a much clearer picture of the truth, identifying features that are seen negatively by the market. This tactic is also used by marketers to conduct test runs. Social media chatter gives us.
Microsoft Social Engagement collects data from social media websites and presents it to you in charts and graphs that you can use to spot emerging trends in people’s comments, whether they’re positive, negative, or neutral. You can drill down into the data and see who is mentioning you, where they posted the comment, and exactly what they said. Armed with
these insights, you can pinpoint what you’re doing right, and address potential issues before bigger problems arise. Connecting with Microsoft Dynamics CRM When you integrate Social Engagement to the Dynamics CRM, add the Social Insights to the entity forms and Dynamics dashboards. Then specify the kind of data you are looking for and the form in which you want it. You can add the Social Engagement’s charts and visuals here.Alternatively, you can also go for competitor, account or contact forms.
Benefits of integrating the two: Account tracking You can track Social Engagement from any devise at anytime. Accounts of key development and decision makers are easy to follow and keep track of. Campaign monitoring A multi-dimensional, multi-platform campaign needs centralized tracking software like the Dynamics CRM. It enables the campaign team to coordinate instantly with the back-end teams in marketing, production and analysis. Real-time resolution
Since all members are on point at all times, resolutions can be solved before they explode on the social media. About Author: James is author of this post, who is working as Microsoft Dynamics CRM Consultants in Aegis Softwares.
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