Update: Microsoft Dynamics Marketing and Social Listening are Now Available!
Released this week in 42 languages, spanning 54 markets, Microsoft Dynamics Marketing and Microsoft Social Listening is now available globally. In addition, a new Unified Service Desk is also available to round out the official Microsoft Dynamics CRM 2013 Service Pack 1.
In February , Microsoft unveiled the plans of their three codenamed capabilities for Microsoft Dynamics CRM. Bob Stutz, the Corporate Vice President, Microsoft Dynamics CRM, explains, “The new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.”
After purchasing MarketingPilot in 2012, the rebranded Microsoft Dynamics Marketing will be released in Q2, providing a marketing solution with the goal to deliver “insights that will help marketers be smarter and more effectively engage with their customers.” Updates will include new lead management/scoring capabilities, scalable e-mail marketing, and deeper marketing analytics. The goal is to effectively reach more customers through multiple channels. Offered in 35 markets and compatible with 10 different languages, it looks like Microsoft Dynamics Marketing is off to a good start.
Similarly to Mira, the release codenamed Subra will be centered around another recent purchase by Microsoft: NetBreeze. Rebranded as Microsoft Social Listening, this will also be part of the Q2 update for Microsoft Dynamics CRM 2013. The purpose of social listening is to provide a platform for sales, marketing and customer care users to “…gain insights and more effectively engage with customers across social channels…” Microsoft is attempting to extract analytics through social engagement by allowing “…users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social Web.” This is a very exciting tool for marketers. Hopefully, progress will be made to help simplify the valuable analytics of social media/social interaction.
The very recent Microsoft acquisition of Parature (closed January 31st) will be deployed as part of a customer care solution. The heart of customer relationship management is the ability to properly engage, quickly respond, and successfully support customers. Parature adds “…chat, self service, social, knowledge base, and reporting technology” to keep the customer in a comfortable channel when they interact. The experience is built for the customer, to allow a smooth and more personalized experience.
Social Listening will be included at no charge with the Professional Edition licenses and available immediately when it goes live. Pricing for the other components will be revealed during Microsoft Convergence 2014 next week in Atlanta.
For more information on Microsoft Dynamics CRM 2013 SP1 and related updates, you can contact SBS Group here.