Ivan Kurtev of Green Beacon Solutions will discuss how the social networking revolution has redefined the CRM landscape, and why organizations should blend their “social CRM” initiatives within the Microsoft Dynamics CRM 2011 framework for a holistic CRM strategy that delivers stronger results to the organization. With this goal in mind, he will discuss the components of a successful social media strategy, how to build one within Microsoft Dynamics CRM 2011, and how to incorporate the intelligence gained from social media and traditional data sources into your CRM system to increase your marketing reach, sales productivity, and customer service effectiveness.
Highlights:
- What is “social CRM” and what are its typical use cases? What social networking channel should you focus on and what customer insights can you gain from these channels?
- Marketing and Sales: How to gain marketing insights from social networks and use them to shape your brand presence? How can your Sales team generate qualified, new leads from social networking channels and how can they leverage information to learn more about your existing prospects to sell more effectively?
- Support: How can you discover customer support issues using social networking tools while addressing them rapidly and resolving them effectively?
- Enterprise Collaboration: How the new tools in Microsoft Dynamics CRM 2011 that borrow social networking concepts can improve Enterprise Collaboration?
- Measuring Results: How to measure “social CRM” results and quantify the ROI.