In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft
Social Listening puts powerful social tools in the hands of your sales, marketing, and service teams — helping
them connect on social media with your customers, prospects, and partners right within Microsoft Dynamics
CRM or with a stand-alone app. Find social insights about your brand, products, and services to gain a true
understanding of sentiment about your business.
Target Audience Key Challenges
Community
Manager
Staying on top of what is being said on social communities.
Sales
Organization
Gain social insight to what is happening at top accounts and how to generate more leads.
Marketing
Organization
Understand what people really feel about the company and how to better engage with
them.
Customer
Service
Organization
Visibility to customers complaining publicly about products or personnel.
Microsoft Social Engagement Key Benefits
Social Listening
Social buying signals: Spot purchasing signals and generate leads from the social web.
Competitive intelligence: Gain important insights about your competitors.
Target account tracking: Monitor key developments and decision makers at your top
accounts.
Social Analytics
Brand & product sentiment: Gain insight and learn what people really feel about your
business.
Campaign monitoring: Measure the effectiveness of marketing campaigns and adjust
based on sentiment.
Top influencer tracking: Identify and monitor the top influencers in your industry.
Community management: Communicate more effectively with customers and fans on
Twitter and Facebook.
Social
Engagement
Brand & product sentiment: Gain insight and learn what people really feel about your
business.
Campaign monitoring: Measure
Social CRM
Social Care: Deliver truly amazing customer service by responding them on social
channels.
Global sentiment analysis: Keep a pulse on how happy or unhappy customers are by
monitoring sentiment.
Real-time case resolution: Create alerts to quickly identify customer issues on Twitter and
Facebook, and even identify trends early on.
For Microsoft and Partner Use Only
Microsoft Social Listening Value Proposition
Listen Everywhere and understand how people really feel about your business and how you stack up
against your competitors.
Analyze Sentiment to determine your share of voice across social channels and know who your key
influencers are.
Drive Engagement to foster conversations about your brand and turn insight into action with proactive
participation.
Microsoft Social Listening Key Capabilities
Social Listening
Powerful social listening: Listen to what people are saying globally across the social
web in 19 languages.
Key influencers: Identify who is actively talking about your brand, products, or services.
Sophisticated alerts: Detect trends and listen for specific posts to keep you informed
on the topics you care about
Social Analytics
Global sentiment analysis: Gain a true understanding of your business, customers and
topics that matter most.
Share of voice: Track and measure topics you care about across Facebook, Twitter,
Blogs, Videos and news publications.
Advanced filtering: Flexible filters allow you to segment your data by source,
sentiment, location, or author.
Social
Engagement
Engagement platform: Build deeper relationships with customers by engaging with
social communities on Twitter and Facebook by using your corporate or personal social
profiles.
Team collaboration: Empower cross-team collaboration by creating workflows with
customizable and shareable streams.
End-to-end customer experience: Transform social interactions into end-end
customer experience with the ability to create CRM actions like cases and opportunities
from social posts.
Social CRM
Social Sales: Watch for buying signals, monitor key developments and decision makers
at your top accounts.
Social Marketing: Manage your brand reputation, nurture influencers and measure
campaign effectiveness.
Social Care: See how happy your customers are and create alerts to identify any
customer issues and trends early on.
1
72% of all internet
users are now active
on social media.
For Microsoft and Partner Use Only
2
39% of companies
do not track their social
media responses at all.
3
55% of companies
ignore all feedback on
Twitter and Facebook.
PAIN
SOLUTION
Social Listening
Do you know how people truly feel about your business?
• Incomplete view of your customer
• Are people positive, negative, or
neutral about our business, brand,
products and services?
• Don’t know if messaging is resonating
with customers
• Listen to what people are saying on Facebook, Twitter, YouTube, Blogs
and over 4,500 news publications and new wires
• Sentiment analysis in 6 languages (English, French, German, Italian,
Portuguese and Spanish) provides analysis natively in those languages
• Spot trends to see how people are feeling about your brand, product or
services
Social Analytics
Do you know where social conversations are happening?
• We don’t know who our key
influencers are
• Where in the world are people talking
about us?
• Should we focus on Twitter, Facebook
or some other channel?
• What are the top things people are
talking about?
• Easy to read charts and graphs can tell you post volume history, share
of voice across social channels (which has the most), where
geographically they are coming from, etc.
• Find out who the top 100 authors are, or see who are the top
influencers by source. You can even filter by Reach (based on Klout)
score.
• View top phrases on twitter, facebok, news, blogs and videos.
Social Engagement
How are you engaging with your customers and fans?
• Not currently responding to
Facebook and Twitter
• Process to share relevant posts with
other teams is very manual and no
good tracking in place.
• Not providing good customer service
as unable to jump on issues that
come in through social channels.
•
•
•
Build deeper relationships with customers and fans by engaging on
Twitter and Facebook by using your corporate or personal social
profiles.
Empower cross-team collaboration by creating workflows with
customizable and shareable streams.
Transform social interactions into an end-to-end customer experience
with the ability to create CRM actions like cases and opportunities
from social posts within CRM.
Social CRM
Does everyone have access to social tools?
• Only our social media manager in
marketing has access to social
tools
• How can a sales rep track his top
accounts?
• How can marketing organizations
better track brand and product
sentiment?
• How can a service rep resolve
cases reported on Twitter?
For Microsoft and Partner Use Only
• Extend social listening to your front line – sales, service and marketing
organizations
• Sales organizations can benefit with the ability to spot social
buying signals, see what competitors are doing and monitor key
developments at their accounts
• Marketing organizations can track brand and product sentiment,
monitor social response on campaigns, track top influencers on
social channels and strengthen community management.
• Service organizations can improve customer service by capturing
feedback on social channels before it goes viral and resolve case
more quickly.
• You can expose the social data within Microsoft Dynamics CRM or
Microsoft Dynamics Marketing – on dashboards or forms, like Accounts
or Campaigns.
Objection Handling
Objection
Response
We use a competitor
solution.
Is your current solution limited to a few individuals in your marketing
organization. At Microsoft, we believe in democratizing social listening and
making it available to your front line – sales, service and marketing
organizations. With certain CRM SKUs, Microsoft Social Listening is included
in your subscription. You will find that competitors often have hidden costs
where you have to pay additional for functionality we offer with the base
product.
We don’t need a social
listening solution; we
manually do this already.
A manual solution may be cost effective, but it does not give you the
analytics that Microsoft Social Listening provides you. You are able to easily
identify where conversations are happening and how people feel about your
business and who your key influencers are.
You only analyze sentiment
in 6 languages; I need
support in other languages.
In Spring 2015, we will add sentiment analysis in the following languages:
Chinese, Danish, Dutch, French, Finnish, Hebrew, Japanese, Norwegian, Polish,
Russian, Swedish, and Thai.
Compete
Why Microsoft Dynamics?
Vs. Salesforce Radian6
 Easy to use, simple UI
 Flexible visual filtering refreshes
dashboards in-context
Multiple user experiences – 4 different UI’s: Engagement Console
(desktop Adobe Flash), Analysis Dashboard (web UI), Social Studio
(web UI) and Social Hub (web UI)
Social for Everyone, especially the front
line in sales, marketing and service
Licenses are usually limited to a few in the marketing department
as the application can be complex to learn
 Fully contextual and integrated
across sales, marketing and service.
 E2E customer experience from
listening through engagement –
create actions in CRM on any entity
 Fragmented approach: Salesforce and Radian6 are on separate
platforms.
 Manual integration to create leads or cases (Included)
 Automated integration requires Social Hub for extra $
 Sentiment analysis in 19 languages
(Spring/Summer)
 Combined ML/NLP techniques
 Does not provide NLP sentiment analysis; just a translation
from English
Low cost and cost transparency
 High initial cost plus add-ons with extra costs.
 Example: Additional mentions and insights credit
ADDITIONAL POSTS (as of 12/1/14):
• 10,000 posts for $100
• 100,000 posts for $700
• 1,000,000 posts for $4,000
NOTE: Subscription price is per user/
month including 10K posts per
org/month. With CRMOL and CRMOP,
will require upgrade to ENT for
Enterprise features.
For Microsoft and Partner Use Only