Social CRM

In their efforts to gauge online customer sentiment and monitor conversations about their products, companies are investing in social media analytics to make sense of how their products are viewed online. Social media management tools aim to increase revenue or lessen service costs, gain customer feedback on products and services and improving public opinion of the organization or product. Social analytics tools are designed to track, record and analyze unstructured data found in social media posts and translate them into CRM data. This section explores how Salesforce customers are using social media monitoring tools, such as Radian6, alongside their sales and marketing strategies and how they use these tools to react to comments, questions and complaints in real-time while also gaining insight about customers, the competition and the market as a whole.

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September 19, 2018 19 Sep'18
Microsoft Dynamics 365 AI going hard after Salesforce

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