Social
Social media is a major communication channel that too many businesses ignore. Social Media Today reported 87 percent of questions and comments posted to company Facebook pages go unanswered. Microsoft Dynamics CRM 2016 features Social Listening to monitor for communications and Social Analytics to gather information about the interactions.
The updated CRM solutions work with Facebook, Twitter, YouTube, online blogs and other boards and forums. Previous programs monitored and facilitated engagements in a variety of languages; Dynamics CRM 2016 adds 14 more. The solution can search through multiple channels looking for keywords or other metrics. Companies can use social media pages to engage with existing clients and search for new leads.