One of the most exciting CRM related announcements to come out of this year’s Microsoft Convergence conference was the acquisition of Netbreeze. If you haven’t heard of Netbreeze before, it is a Swiss company whose products allow organizations to essentially listen in on what’s being said about them, their products, or their brand on social media.
There have not yet been many details released on exactly how or when Netbreeze’s capabilities will be integrated with Microsoft Dynamics CRM. But, I did manage to find a slideshow on Slideshare that gives a brief glimpse into what was shared during the keynote at Convergence. If you’d like to see it for yourself, you can view the presentation
Based on the included screenshots, it looks like some of the features that may be added to Dynamics CRM include social data sentiment analysis, keyword mention tracking, the ability to see and respond to tweets containing your target keywords, as well as the option to subscribe to alerts that notify you of new keyword mentions.
As a Marketing professional, I for one am very excited by the potential benefits this technology brings, such as the ability to:
- Respond in a timelier manner when a customer has a question or concern. In today’s connected world, customers expect that their issue will receive almost immediate attention. Responding too slowly or not at all can result in lost sales or a public relations nightmare.
- Keep tabs on the public perception of your products or brand so that when it changes you can respond before any permanent damage is done.
- Find prospects who may not know about your company, but that have problems your products can solve. Frustrated individuals are often willing buyers, especially when you can offer a relatively quick or easy solution.
- Conduct competitive research, by tracking keyword mentions or setting alerts around appropriate keywords you’ll be able to easily see when a competing business or product is generating a lot of buzz and craft a timely response.
Your turn, what do you think will be the biggest benefit of adding social analytics to Dynamics CRM? Share your opinions in the comments below.
If you’re as excited as I am by the acquisition of Netbreeze, stay tuned for future updates. I’ll be adding new posts on the subject as more information becomes available. In the meantime, want to learn more about Dynamics CRM and what it can offer?
Have questions about Microsoft Dynamics CRM and how it can help your business?
By: Laura Heinbockel, Intelligent Technologies, Inc., a NC Dynamics partner