Social CRM in the Workplace: Microsoft Dynamics CRM 2011

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As a continuation of our last blog, Social CRM: Engaging your Customers in Addition to managing them with Microsoft Dynamics CRM, we are diving deeper into Social CRM. As we mentioned before, Social CRM is an extension of traditional CRM, but alignment of marketing, sales, support, and executive management is essential to creating effective social CRM in the workplace. Everyone must be on the same page as to the benefits resulting from the effort put in as well being in agreement as to what responsibility each has in that effort. Such as: What will you push out to the social web? Will you respond to the incoming communications? Are you prepared for the variety of responses and speed of communications required to really play in Social CRM?

Having a well-defined plan is the key to success of Social CRM in the workplace, but to get there, you must prove its worthiness. A big reason people are hesitant in fully adopting social media is the lack of concrete evidence that it’s bringing in prospective customers. This is no longer true with Microsoft Dynamics® CRM 2011. Connecting Microsoft Dynamics CRM to your social media starts to build social media into the sales process. This means it can be reported on, measured, and included in sales rep training programs, which in turn make you less dependent on the ad-hoc methods of your sales department and ultimately connects those won deals to your efforts on social media.

Specializing in the implementation of Microsoft Dynamics CRM, Sikich is a Chicago-based Microsoft Gold Certified Partner. We work with over 4000 customers in 4 states: Illinois, Indiana, Missouri and Kansas, in a variety of industries with a focus on manufacturing and distribution, professional services, education and not-for-profit.

By Jim Drumm with Sikich, Chicago IL Microsoft Dynamics CRM partner serving IL and MO

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