As part of xRM’s effort to help clients “get social” with Dynamics CRM, we are providing a series of blogs around the social features available to you. Our last post centered on a free CRM tool, Insights, that allows you to look up key contact, revenue and social profile information about your clients and prospects.
This week we turn to tracking your brand. Why do you need to track your brand? Well in today’s instant-feedback society, you are only as good as your most recent review. And if you don’t know what you clients are saying about you, you can’t react appropriately by addressing any concerns that arise and publicizing the kudos you get. Dynamics CRM makes it easy to monitor your brand “sentiment” with Social Engagement.
What Is Microsoft Social Engagement?
Microsoft Social Engagement at its core is a social analysis tool. You may have heard it referred to as Social Listening in the past, but the name has been updated. It is used primarily to measure sentiment around specific queries or key terms you define. For example, you release a product called “Widget X”. You could use Social Engagement to monitor how #WidgetX is being discussed on Twitter.
Notifications and data visualizations can be set up for this hashtag so you will be immediately aware if its sentiment score is dipping, which helps you take action quickly. You can find more details including Microsoft Social Engagement pricing on our site.
How Does It Work?
Social Engagement comes with the Professional license of CRM Online. The CRM Online System Admin can enable Social Engagement in the Administration area of CRM Online. See Microsoft’s TechNet post for instructions.
Dashboards can then be set up that monitor key words and terms on Twitter, Facebook, or blogs.
What Is It Not?
Social Engagement is not a sales solution in the sense that Insights is. It won’t import data on individuals or companies—it isn’t a lead generation tool.
What Does It Do Well?
Social Engagement is the perfect solution for monitoring your company’s social presence on Facebook, Twitter, and in blogs. Think product releases, announcements, support, marketing initiatives, or general engagement with customers. The solution can provide meaningful, real-time metrics around sentiment and social engagement levels.
Contact us if you would like Social Engagement for yourself!