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CRM Welcomes the Era of our Social Customer.

The business world is entering the “era of the customer,” and customers now expect to be able to interact with businesses quickly and through a variety of channels. They expect to have the ability to access information wherever and whenever they want.  Microsoft Dynamics CRM will help transform organizations into this “era of the social customer” by helping organizations understand their customers – who they are, where they are, and where they want to be tomorrow.  This may be achieved through Social Listening and Social Insights.

Social Listening:

Social listening is all about harvesting the bigger data sets on sentiments towards your brand and topics.  Results can be embedded onto CRM dashboards as charts specific to the Social Listening feature.  Social Listening provides an understanding of how your brands or campaigns are performing in terms of both the volume of mentions as well as the sentiments of the messages being posted.  It allows you to understand your market and how your market perceives your organization.

Social Insights:

Social Insights is aimed at profiling the individual contacts and accounts during a sales process or engagement. Powered by InsideView through a partnership with Microsoft, Social Insights utilizes sources like Microsoft Outlook, blogs, LinkedIn, Facebook, Twitter, etc.  Social Insights collects relevant information to keep your data records clean and up-to-date.  It then can update Microsoft Dynamics with the relevant data and populate the CRM lead, contact, opportunity and account records with real-time company and contact data, insights and connections through one-click synchronization into Microsoft CRM.   This enables you to more effectively manage your activities and sales cycles with your customers and prospects.

Social Insights offers many benefits that give your organization an advantage against the competition.  You can quickly qualify leads and route them to the appropriate personnel within your organization with current, accurate information.  It enables you to identify upsell and cross-sell opportunities by monitoring your customers and contacts.  Key pieces of data can be identified that may close the deal or just enhance your relationship with your customers or prospects.  The key data may be breaking news, new funding, company expansions, leadership changes, or any relevant news that may affect your relationship with your customers and prospects.  You can also benefits from the alerts that can be provided for sales opportunities that track your prospects within a Watchlist.

Social Insights allows you to be more informed about your customers and prospects.  By browsing Company Insights and Social Buzz items, you can better understand your customer or prospect.  This can be especially helpful when it comes to the decision makers and knowing what is happening in their world.  Tapping into your Insights and Connections provides a better understanding of your customers and prospects and provides a more informed engagement.  It can open doors and close more deals.  Basically, Social Insights allows you to target your customer or prospects’ while getting their attention with access to professional and social profiles.

Road Map

Social Listening and Social Insights Release schedule 2014

•       Subra – Q2 2014

•       Libra – Q3 2014

•       Hydra – Q4 2014

To learn more about CRM and it’s expansion into the era of our social customers, contact Andrew at or at 1.866.960.0001. Don’t forget, KTL is also offering a free 30 day CRM Trial for new customers. Go to to check out our offers!

ANDREW FRASER | Senior Business Software Consultant

As a Senior Business Consultant, Andrew is responsible for the implementation and support of CRM, GP, and other Microsoft products assuring that our solution scoping, architecting, and delivery meet and exceed customer expectations. He helps clients analyze their current business processes and provide them with process improvements. During his time at KTL, Andrew has built lasting relationships with clients by understanding their business needs and provided value by leveraging their existing resources. Andrew has more than nineteen years of experience in implementing business software for a variety of industries including service, government, distribution, not-for-profit and manufacturing.  He graduated with a Bachelor’s Degree in Math with concentration in Computer Science and a Bachelor’s Degree in Business Marketing from St. Andrew’s University in Laurinburg, North Carolina.  His experience includes helping companies embrace technology to fulfill their organizational needs and creating innovative solutions using CRM, GP and other Microsoft products.

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