Microsoft Dynamics CRM’s Spring release is due in the coming weeks. I thought this would be a good opportunity to highlight some of the next functionality and features available. I am going to do some quick posts as a high level overview of the new things coming to Dynamics CRM 2013, I will likely do a deep dive into some of these areas in the coming weeks and months.
Social Listening
The world has gone social and it is a buzz word in the business and IT world. Companies now need the ability to engage with their customers (and potential customers) online and get an understanding of how their brand is being portrayed. Social Listening can help you listen to your customers and analyse what they’re sayong on social networks like Facebook, Twitter, YouTube and blogs.
Microsoft Social Listening scours social networks and then analyses the data and presents it to you in easy-to-read charts and graphs; allowing you to spot trends, track campaigns and respond to service issues.
Some of the features include:
- Charts and Dashboards – trends
- See where posts are coming from
- Daily Buzz
- How the buzz is trending
- Compare positive, negative and neutral posts
- Top languages
- Sentiment changes
- Read tweets
- See most active authors
- Convert tweets to cases
This is just an introduction and I see this being a BIG new feature for CRM. I will go into more detail in a future post. Social Listening will be available to any CRM 2013 Online site with 10+ Professional users. Alternatively On-Premise or smaller CRM Online sites can add Social Listening users.
A quick video overview can be found here:
Get in touch for more details.
richardsbusinessblog 