In a recent eMarketer article, they estimated that there will be 180.3 million US social network users this year. And that this high social media activity is presenting marketers with an enormous amount of insight about consumer perspectives and opinions. Managing this data is becoming of increasing importance to marketers. According to a research report by Capterra, Social media monitoring is the most desired CRM feature.
The great news for Dynamics CRM Online users is that Microsoft has a solution for this need and it is included with a CRM Professional license subscription. Microsoft Social Engagement includes social listening, social engagement and social CRM.
Social Listening – The robust social analytics of Microsoft Social Engagement give you more insightful and interactive analytics with richer data to gain a true understanding of your business on topics that matter most. The visual filter allows you segment your data by source, sentiment, location, or author. The unique sentiment monitoring combines natural language processing and machine learning techniques to evaluate keywords in posts to determine whether they are positive, negative, or neutral.
Social Engagement – Empower teams across sales, marketing, and service to collaborate with customizable streams from a combination of sources. Build deeper relationships with customers by empowering them to engage with social communities on Facebook and Twitter.
Social CRM – You can add social data in Microsoft Dynamics CRM or Microsoft Dynamics Marketing—on dashboards or on any forms, like Accounts or Campaigns. Integrate social interactions into an end-to-end customer journey, with the ability to create leads, opportunities, or cases from social posts, right within Microsoft Dynamics CRM Online.