Microsoft Social Engagement

The right tool to build your brand and keep in touch

"A brand is no longer what we tell the consumer it is – it is what consumers tell each other it is.”

Scott Cook, Co-Founder, Intuit

Social media gives people the power to have a say. It’s also a platform where your business establishes two-way communication with your customers. And it’s a place to build a strong brand personality that your audience can relate to.

Over 69% of Australians and 63% of New Zealanders use social media. Naturally, businesses jumped on the band wagon to expand their reach. Some exploit it to great effect, while others just want to give the impression of not being left behind.

Like any business activity, you need a Return on Investment (ROI). There are stand-alone tools out there to help analyse your activity against success measures and objectives. They look at metrics such as clicks, shares, likes, most popular posts and so on. Ideally, you’d use a tool that maximises existing activities to boost ROI by:

  • analysing trends in customer sentiment
  • creating sales opportunities in your Client Relationship Management (CRM) system
  • automatically creating support cases for any complaints posted online
  • improving existing product lines or creating new products and services

There aren't that many integrated tools on the market.  Luckily, the Microsoft Dynamics 365 Social Engagement module is one of them.

Use the right tools

The Social Engagement module is an intelligent social interaction tool for sales, marketing and customer service professionals who want to proactively engage with their audience on social media.

It collects data from sites such as Twitter, Facebook, Tumblr, YouTube and relevant blogs. The visual reports help you spot emerging trends from people’s comments, whether positive, negative, or neutral. It can even read emoticons and emoji’s =)

Are you listening?

Listening to understand is crucial to effective communication in the modern market. Social media lets you understand your audience on a previously unknown scale. Discover their likes and dislikes. Monitor comments and learn what gets the best responses. Then reach out and engage with your customers.

The Dynamics 365 Social Engagement module helps you answer questions such as:

  • Which product or service is meeting user needs (or not meeting them)?
  • Who’s making waves?
  • Who are the big influencers in your industry?
  • What’s being shared and communicated, by whom, and when?

Powerful features, extra value

Integrating the Social Engagement module with Microsoft Dynamics CRM lets you analyse and manage leads, accounts, cases, and much more. Social dashboards display real-time data in graphs, tables and other visuals for sales, marketing and customer service teams. Use the data to customise sales and marketing campaigns and service strategies. The tools cut through the noise and turn social activities into Dynamics CRM records such as a lead, an opportunity or a case - automatically.

Automation rules eliminate the need to go through social media posts manually. You can assign posts to users or groups, create new records in Dynamics CRM, and create events in Microsoft Azure Event Hubs. Data from lead or account records gives sales teams knowledge of potential customer and product trends.

It’s easy to see how Social Engagement puts your company on the front foot so you work smarter, not harder.

Extra help

Here are some great resources to help sales and marketing teams who are driving social engagement:

And here’s a quick audience engagement tip before I sign off - be helpful without expecting anything in return.

Paul Griffin, Business Solutions Manager - Microsoft Dynamics, Fusion5
paul.griffin@fusion5.com.au
Phone +61 3 9922 5519

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