All right, I’ll admit it.  I may have used the terms “worst customer service” a few too many times in my own personal tweets, but let’s face it…I CAN.  And I am not alone.  As we have been discussing over the course of the last year, there has been a massive power shift when it comes to the ability of one person’s individual voice to impact a brand.  Is your brand at risk?  Of course it is!  The good news?  We are here to help. 

As part of our spring wave of releases, I am incredibly excited to announce the availability of Microsoft Social Listening.  This powerful tool will enable your people to tap directly into the social conversation so your customer-facing employees can create amazing customer experiences.  Marketers can track sentiment related to your brand and understand how their marketing tactics are resonating.  Sales people can stay on top of the competition while watching for social buying signals.  Service teams can delight customers by providing real-time social care.  Because, that’s just it, we don’t think your social tool should be relegated to just a select few individuals in your organization, we believe the power of social listening should be given to everyone.  How do we do that?  By making it part of your current Microsoft Dynamics CRM Online subscription (for customers with 10 professional seats, MSL comes at no additional charge) and by making it super easy to use.  But don’t take our word on that, let’s hear from some of our early access customers to see what they have to say.

Creditplus is a German bank with over 500 employees.  They have been using Microsoft Social Listening throughout their organization.  They are using it to monitor their brand and understand customer sentiment. They are also using it to keep a watchful eye on their competitors so they can quickly spot new competitive offerings.  And social analysis is now a part of the quarterly reports for their CEO and top management.  Here are some quotes from their employees:

  • “Microsoft Social Listening is really easy to use.”
  • “The setup makes it really easy. The inclusions, exclusions, and list blocking make both the quantity and quality of data high.”
  • “The alert system is great. It’s really helped us stay on top of the latest information.”
  • “We really felt the sentiment let us get a good indication of our product and brands.”

An important thing to note is that these tools are not only critically important in B2C situations, but they can also help B2B companies get ahead.  Take Salzgitter AG, they are one of Europe’s largest steel manufacturers, with around € 10B in annual sales and 25,000 employees.  They are not only using Microsoft Social Listening to track news and sentiment for their brand, but they are using it to hone their competitive edge.  For instance, they are using their analysis of competitor sentiment to carefully position their products.  They are also creating reports that enable them to communicate their findings to the broader company. And they are always on alert for any big changes in volume of posts so they can ensure a rapid response.  Here is what they have to say about Microsoft Social Listening:

  • “We love Microsoft Social Listening! Sentiment analysis has allowed us to know what our customers are thinking about our products and our brand. Finally we have a tool that lets us know exactly how our customers feel.”
  • “Microsoft Social Listening is really intuitive and easy to use. The user interface is great.”
  • “I never have to worry about being caught off guard. Email alerts let me know if anything big is happening on the social web that I should be paying attention to.”
  • “The export functionalities make it easy to do reports and share information across the company.”
  • “The tool is really powerful. It makes it easy to do a deep dive into the data.”

As you can see, our early access customers are pretty excited about these new capabilities.  Current Microsoft Dynamics CRM customers will be getting emails that invite them to the service over the next couple of months.  Microsoft Social Listening is also available standalone.  Please contact your Microsoft representative to learn more.  To see Microsoft Social Listening in action, click here.

This is the first in a three part blog series.  For more information on our spring wave, please check back!

Bob Stutz