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Microsoft Social Engagement

Learn about the key capabilities of Microsoft Social Engagement, including social listening, intelligent sentiment analysis, social CRM, and social engagement. Discover how to leverage social media to enhance your brand reputation, identify buying signals, and improve customer care. Find resources to demo or request a trial and explore the social landscape to develop an effective social strategy.

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Microsoft Social Engagement

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  1. Microsoft Social Engagement Michelle Kimihira

  2. Learning Objectives • What’s Microsoft Social Engagement • Key Capabilities • Upcoming Features in Autumn/Winter • Where to Learn More • Where to find resources • How to demo or request a trial • Social Landscape • What landscape looks like • What is “top of mind” • Key benefits for social

  3. Social Landscape

  4. People are sharing more than ever before 4.5B likes generated daily 300hours of video uploaded to YouTube per minute 500M tweets per day

  5. What is your social strategy?

  6. Microsoft Social Engagement Update

  7. Microsoft Social Engagement Intelligent Social Social Listening Social Engagement Social CRM

  8. Social Listening Social listeningListen to what people are saying globally across social media, news publications and other sources via RSS. Key influencersIdentify and follow people actively talking about your brand, products, or services. Sophisticated alertsDetect trends and listen for specific posts to keep you informed on key words or topics.

  9. Intelligent social Adaptive sentiment Adaptive sentiment learns from customers through machine learning enabling custom sentiment models fit for your organization. Buzz analysisGet insights at a glance with rich analytics including: location, share of voice, text mining and tag clouds visualizations. Automated triage Automatically detect intention in social posts and triage/route them as cases or leads into CRM.

  10. Social engagement Engage & Publish Improve your social media presence by engaging with social communities with rich multimedia – replying and publishing. Team Collaboration Enable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles. E2E customer experience Create an end-end customer experience by creating CRM actions from social posts – cases, leads, and any custom entities.

  11. Social CRM Social SalesWin faster when you leverage social to identify and act on buying signals, monitor key developments at your top accounts and track competitors. Social MarketingManage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen your community management. Social Care Keep customers happy by identifying any customer issues and trends early on and being proactive on Twitter and Facebook.

  12. What’s new in Social Social Listening Listen and analyze custom sources via RSS. Social CenterPublish posts from Twitter and Facebook, including multimedia content. Look up Twitter author profile for more insights. Social CRMCreate CRM actions like cases and opportunities from social posts. Define and set up rules to automatically create CRM entities through Social Engagement. Intelligent Social Adaptive sentiment allows you to build custom sentiment models to fit your industry. Automatically detect intention in social posts and triage/route them as cases or leads into CRM. ProductivityEnable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles. Sentiment & UI9 additional UI languages and sentiment languages: Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian, Swedish and Turkish.

  13. How to get started Requesting MSE Demos Take a Guided Tour (Click-Through) Overview (Video) Getting Started(Video) Analytics(Video) Social Center (Video) Alerts (Video) Search SetupVideo Quota ManagementVideo Visit Social Help Center for detailed information http://www.microsoft.com/en-us/dynamics/social-engagement-help-center/default.aspx Instructions to configure the link between CRM and MSE https://msdn.microsoft.com/en-us/library/dn659847.aspx#BKMK_Connect How to get a demo Requestor = Microsoft Field for Customer If for an internal group or marketing event, request through ConnectedCRM. For sales related deals, email this template to Michelle Kimihira. Requestor = Microsoft Gold & Silver CRM Partners Eligible to receive an IUR and Demo MSE environment Go to Microsoft Dynamics CRM Solutions page on PartnerSource for more information. Requestor = Partner on behalf of CustomerThere are a limited number of customer-specific 30 day trials with 20K posts of quota. Partners should work through the Microsoft PTS or TSP to sponsor the request and provide: Customer name, location Business justification Requested duration of trial if >30 days Requested quota (# of Posts) if > 20K O365 Admin Credentials (if you don’t have one, create here) Any questions? Contact Michelle Kimihira.

  14. Key takeaways Democratize Social Social tools shouldn't be limited to a few individuals in marketing Increase Value to CRM Empower sales, marketing and service teams to gain social insights with an E2E customer experience. • Social Landscape • Creates a huge opportunity for businesses to reach customers Call to action: Use social to lead conversations about CRM

  15. Essential resources • Sales Assets • Battlecard • Sales Guide • Compete • Pricing • Internal: http://aka/ms/SocialonInfopedia Partners: PartnerSource • Help & Training • Help & Training Portal • Yammer • Michelle Kimihira • Marketing Assets • BDM Presentation • Datasheet • Test Drive Coming by 12/1 Coming by 12/1

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