Delivering Great Customer

Experiences with Big Data

and Social CRM
Microsoft Dynamics
Asia Pacific and Japan
Lisa Tay

Source:http://www.socialbakers.com/facebook-statistics/taiwan
12%
17%
17%
17%
28%
55%
Other
Dont know
Business rules (BRE)
Business processes (BPM)
Enterprise applications (ERP, CRM)
Business intelligence (BI), analytics
Are your big data initiatives integrated with/part of other enterprise applications and tools?
Source: June 2011 Global Big Data Online Survey
BI, ERP, and CRM applications are the
biggest recipients of big data insights
70% of Big Data projects revolve
around customer facing ventures
driving sales & boosting retention
Social Plays a Role in Every
Customer-Facing Role
Over
with
CRM
competency
Microsoft Dynamics CRM At a Glance
Gartner SFA Magic Quadrant
Forrester CRM Wave Report
Customer Success Around the Globe
Marketing
Effectiveness
Extended
CRM
Applications
Microsoft Dynamics CRM: The End-to-End Solution
Next-Generation Outlook Client
True native
Outlook experience
Advanced
personalization
Preview panes
Outlook reminders
on CRM records
Office Fluent UI
Streamlined UI
Expandable/
contractible forms
Contextual Ribbon
Embedded sub-grids
Real-Time Dashboards
Real-time data
Personal or
system dashboards
Point-and-click
creation
External data
integration
Partner Relationship
Management
Reseller
Relationship
Management
Employee
Relationship
Management
Contractor
Relationship
Management
Supplier Relationship
Management
Asset
Management
Property
Management
Task
Management
Event
Management
Fleet
Management
Case
Management
Extend Microsoft Dynamics CRM to
Manage ALL Critical Relationships
Distributor
Relationship
Management
Organizations
need to extend
the power of
CRM to
maximize other
relationships.
Microsoft
Dynamics CRM
2011 can be
easily
customized to
support
extended CRM
scenarios.
Driving Productivity Across Sales, Service & Marketing

Holistic Set of Productivity Tools
COLLABORATION
AND KNOWLEDGE
SHARING
MARKETING
EFFECTIVENESS
EXTENDED CRM
(XRM)
Q2 2012 - CRM Anywhere
Applying Big Data Analytics to
Marketing in CRM

Reference : The Evolving Role of the Enterprise Data Warehouse in the Era of Big Data Analytics, Kimball Group
Sentiment Analysis across multiple channels
Identify common trends, customer groups, customer churn
Recommendation Engines
Precisely tailored products or services with narrower segmentation of
customers
Ad Targeting


16
Lead Volume
Top Keywords Campaign
Responses
Top Retweets
Get Sync, Stay on Top
$50 off on Accessories
Mall of America Event
Cyber Monday
Renewal Discount
Free Bluetooth Headset
Free App at 8
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New updates on the
Syn
Its here! The iPad
app
Jawbone and
Synctop
Sales Scenario
Self Service BI (PowerView) for Dynamics CRM
Customer Care Scenario
Customer Care Trends
Marie manages a team of 8 CSRs. Every week her team handles about 3000
requests over different channels Social, Phone, Email and Chat. To ensure
her channels are sufficiently staffed and agents are trained on the issues
occurring the most, she reviews the case mix on a monthly basis from many
different perspectives priority, subject, product, type, source, time of day.
She uses this analysis to continuously evaluate and improve her queues and
her service roster and match it to her customers needs.
The service experience in the contact center relies on the information available before
the call (in the form of offline operational analysis), during the call (real-time analytics)
and after the call (predictive analytics).
[The Top Customer Service Contact Center Application Investments for Social CRM - Gartner]
Listening to Your Customers
Alert
Action
Our Future Directions A Sneak Preview of
Microsoft Dynamics CRM R9 and Beyond

24



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You !
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Dynamics CRM
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