Download - Start with your social strategy
Social – aber richtig03. Dezember 2013
Executive Circle Summit
François Rüf, Principal Group Program Manager Dynamics CRM, Microsoft Schweiz
Executive Circle Summit
Social is omnipresent
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
CRM in the social age
TRANSPERANCYPeople are able to know everything about your product
TRUSTPeople trust people not companies
ACCESS People are able to get easily recommendations from their network
BUYING PROCESS HAS CHANGED: conversations in social media have become more
influential to the buying process than traditional sales and marketing tactics.
This has a BIG IMPACT on the overall Sales, Marketing, Communication and Customer Care process
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Start with your social strategy
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
Setting up a strategy 7 Steps to a social CRM strategy
Step 1
Where are the opportunities in your business?
Social Listening and Analytics is great way to start
Step 1
Microsoft Dynamics Overview: First insights Overview on Microsoft Dynamics CRM KPI’s and Timeline
Step 1
Channel Timeline and distribution for Microsoft Dynamics CRM
Twitter Details for Microsoft Dynamics CRM
Step 1
Sentiment on Twitter for Microsoft Dynamics CRM Advocates and their posts for Microsoft Dynamics CRM
Step 2
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Social Listening and Analytics to get insights
Step 3
Step 3
Build a business case
End-end scenarios
Integration & Closed Loops
Data Mining & Analytics
– Closed loops & Social ROIMarketing Pilot
Reputational risk identified – drill down and analyze the situation
Yammer
Dynamics CRM
Push report to Yammer
Collaborate with colleagues how to mitigate the risk
Launch campaign and measure success
Netbreeze
Step 4
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Step 5
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Step 6
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Step 7
Opportunities
Competitors
Business Case
Organization
Roadmap
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
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How Microsoft supports you
Pillars of our strategy
Collaboration with Yammer
Introduction: Netbreeze
Listen & Analyze
Global sentiment analysisGain a true understanding of your customers and your business on a global scale across the social web.
Share of voiceTrack your brand, products, and influence in 28 languages across Twitter, Facebook, YouTube, news channels, blogs, and forums.
Competitive intelligenceSee how you measure up against the competition. Identify differentiators, strengths, and weaknesses.
Campaign managementMeasure social impact on marketing, sales, and service campaigns. Gain insight on what’s working and what isn’t.
Monitor & Respond
Top influencersIdentify and connect with the most influential voices in your community.
Early warning systemGain early insight on problematic issues and stay on top of hot topics in your industry.
WatchdogGet notified on custom key words, competitive conversations, and industry questions.
TrendScoutGet notified when posts and publications differ from statistical expectations.
Subra – Standalone Social Listening, Analytics (Q1 CY14)
27
Leo – Embedded Insights & Engagement (Q2 CY14)
28
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Netbreeze EAP
Participant Benefits
Qualify for accessComplimentary 90-min online consultation on social best practices
TrainingOngoing 1-hour community calls with our social listening experts. Self-serve end-user training materials
SupportAbility to ask support questions and provide product feedback through Microsoft Connect
Next Steps
Sign up for Connecthttps://connect.microsoft.com/site687/InvitationUse.aspx?ProgramID=8174&InvitationID=nbe-H8GB-GBJH
NominateFill in the nomination survey http://connect.microsoft.com/site687/Survey/Survey.aspx?SurveyID=15430
Any [email protected] Questions Yammer group
Besten Dank für Ihre Aufmerksamkeit
François RüfPrincipal Group Program Mgr Dynamics CRM
Mobile: +41 (0)78 844 63 70
Twitter: fruef
LinkedIn: linkedin.com/in/francoisruef
Microsoft Schweiz
Ringstrasse 12
CH-8600 Dübendorf
