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Social CRM

Microsoft Social Engagement, within Microsoft Dynamics CRM, allows you to listen, analyze and drive engagement.

Social media has become a critical and valuable part of marketing and customer relations.  Today's customers make decisions based on user reviews and online discussions. Conversations that were once done in person, now take place on Facebook or Twitter. People are more informed, and they're getting their information in new ways, from new sources. Microsoft Social Engagement also works within Microsoft Dynamics Marketing or as a standalone function.

Listen everywhere. Analyze sentiment. Drive engagement.

Microsoft Social Engagement helps you harness the power of the social web by analyzing what people are saying on social media and in the news. It supports 20 languages and covers a broad range of sources—Twitter, Facebook, videos, blogs, news syndication and any sources of interest to you that support RSS. Spot trends and receive alerts about how people are feeling about your products or brand so that you can shape your messaging and sales conversations more effectively. You can even identify your key influencers, see social engagement from any angle.

Rich analytics

Gain more insights at a glance with rich analytics, including share of voice, location and tag cloud visualizations. Be pro-active with adaptive and predictive intelligence–adaptive sentiment learns from your feedback and builds custom sentiment models to fit your industry. Intention analysis automatically detects user intent in social posts and identifies potential cases and leads.

Connect with your customers

Improve your social media presence by engaging with social communities with rich multimedia–replying and publishing.  Enable teams to collaborate using Office Groups for assigning posts, and sharing streams and social profiles. Look up Twitter author profiles for insights on who to engage with.

Get social in CRM

Put power social tools in the hands of sales, marketing and service teams. 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 experience, with the ability to create leads or cases from social posts, right within Microsoft Dynamics CRM.