Thursday, 30 May 2013

how to combine Microsoft CRM and Social Media

how to combine Microsoft CRM and Social Media
Posted on 16/07/2010 by FrankvanDelden
Customer satisfaction is an integral part of company growth and success. Customer relationship management (CRM) systems offer businesses a way to keep current customers satisfied, as well as a way of finding new customers. Social Media can play a huge role in both these endeavors.
Many companies incorporate Microsoft CRM in order to manage and organize all the contact it has with both existing and prospective customers.
By combining social technology and Microsoft CRM a powerful tool arises..T he benefits of combining Microsoft CRM and Social Media are countless. Companies can use social media for providing better customer service to their already large customer base. By storing this information in Microsoft CRM, service and product quality can be improved.
Marketeer can use social media to reach more people and spread the word of their products and services. In the end, the main goals of both CRM and Social Media are providing better customer service and attracting new customer.
If you want to combine social media and Microsoft CRM, there are 2 principles:
1.      Interface. Data from social media will not be stored in the Microsoft CRM database. Microsoft CRM will only show the social media information.
2.     Integration. Using the Social Media platform API, data from the Social Media will be extracted and stored in Microsoft CRM.
Table below states some possibilities of bot principles. 

Interface
Integration
Data in CRM Database
No
Yes
Reporting on Social Media data
No
Yes
Workflows social media (status) updates
No
Yes
Complexity
Simple
Complex
Contact can update (own) contact information
No
Yes
3rd degree relations available
No
Yes

 Of course a hybrid solution is also a possibility.