A new video series from Microsoft walks sales, marketing and customer service professionals through the ins and outs of its latest cloud-based tools for Microsoft Dynamics CRM, including Social Listening.
The social listening applications examine conversations on a variety of social media platforms, including Twitter, Facebook, YouTube and blogs. Using Microsoft Social Listening, companies can track products, brands, competitors, and campaigns globally and in real time so they can get a better understanding of their customers and their businesses across the social Web.
In one video, for example, principal program manager Reuben Krippner explains how Microsoft Social Listening lets users determine the "sentiment index" for any search term on social media sites. Ranking social conversations on a scale of -10 (100 percent negative) to 10 (100 percent positive), the index parses comments in the native language (English, French, German, Spanish or Portuguese) to gauge sentiment while avoiding the context changes that can be introduced during translation.
The video series covers 28 topics, including case management enhancements for Dynamics CRM; working with Facebook pages; identifying influencers for Microsoft Social Listening; and campaign management for Microsoft Dynamics Marketing. In releasing the series, Microsoft points to the growing importance of social media, noting that, “every second there are close to 50,000 YouTube videos being viewed around the world.”
Expanding to New Markets
In June, Microsoft announced a range of new capabilities for Dynamics CRM Online, its cloud-based CRM solution, including Microsoft Social Listening and Microsoft Dynamics Marketing tools. The business applications, available in 54 markets and 42 languages, are integrated with a variety of other applications, including Microsoft Office 365, Yammer, Skype and SharePoint.
Microsoft has plans to expand its online sales, marketing and CRM services to additional markets in the third quarter of this year. Its new target markets are likely to include other parts of Europe, the Asia Pacific and South America.
The wave of updates announced in June included a redesigned user interface and implementation of a six-month rapid release cycle, according to Bob Stutz, corporate vice president for Microsoft Dynamics CRM. All of the updates were focused on helping business users better understand, engage with and serve their customers, Stutz said.
Customer Engagement Moves to the Cloud
According to analyst firm Gartner Inc., 85 percent of customer engagement centers for business-to-business support will use cloud-based (software-as-a-service) applications by 2018. The firm added the key differentiator for such applications will be how they use analytics to provide contextual advice and support.
In April, before the latest Microsoft updates, Gartner analyst Michael Maoz described Dynamics CRM as "the first viable cloud-based product for more than 250 agent support centers."
Microsoft Dynamics CRM is currently priced at $65 per user per month. For that price, users get access to customer data, global social sentiment listening and analysis, interoperability with Office 365 and an Outlook interface.
Posted: 2014-09-12 @ 2:28pm PT
The link to the videos was not embedding properly in our article, but you should be able to reach them at this URL:
Posted: 2014-09-12 @ 1:40pm PT
Is there a link to the videos mentioned in the headline?