Microsoft Dynamics 365 is the only cloud-based solution that gives you robust ERP and CRM features. You can integrate all its capabilities into applications you already use such as Microsoft Office 365. There isn’t any question that Dynamics 365 allows you to get a full and multi-faceted picture of all your customers.
What if you can extend the versatility of customer insights and the customer journey through an enterprise social network? Enter Yammer, an enterprise social network that allows you to quickly collaborate with various account teams to discuss opportunities, projects, customers, the competition and more.
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You can configure external Yammer networks to have discussions with your prospects and customers. Moreover, Microsoft Dynamics 365 offers seamless Yammer integration. If you’re not already using Yammer with Dynamics 365, you should and here’s why.
Don’t miss out on social selling opportunities
Yammer is a versatile tool. One great feature of Yammer is the ability to take part in social selling. The contemporary consumer is often glued to their mobile screen and is posting on social media. There isn’t any question that technology has transformed the way customers make purchases.
The sales cycle moves much more quickly today, and salespeople must adapt–this includes integrating social selling into your sales cycle. With the Internet of Things, every device is becoming connected. Inevitably, much research happens online. So, the research phase continues to shrink as prospects and customers make their own queries before deciding on a purchase.
Consequently, buyers are checking out reviews, scanning company websites and looking for information on social media. In fact, 81 percent of shoppers engage in online research before making a purchase. Moreover, 61 percent of shoppers read online reviews. By utilizing social selling–along with Dynamics 365–your team can listen in on and monitor conversations relevant to your target audience.Instead of sending random responses, you can create thoughtful, timely, and value-added conversations that build both trust and engagement. Today, lead generation is going through a transformation. It isn’t just about cold calling any longer. Lead generation also happens through social media.
What better way to stay connected than by using Yammer for social selling, and storing that data into Dynamics 365? Plus, social selling allows salespeople to stay in touch with current and past customers in a non-intrusive, casual and friendly way. There is the saying, “out of sight, out of mind.” Well, social engagement ensures that your brand can stay at the top of mind for your target buyers. You can utilize Yammer’s features to answer popular questions, share relevant content and foster customer loyalty. If your customers are on social media, shouldn’t you be there too? As you build social media relationships, you will notice the customer experience starts to improve.
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Collect and share information
What makes Yammer stand out is that you can archive unstructured communication with your structured data. It’s hard to believe that Microsoft introduced basic integration between Yammer and Microsoft Dynamics 365 in 2012–time really flies when you’re having fun. To ensure integration, you must first have a Yammer enterprise account.
The Yammer administrator can go to “Settings” to prompt the connection between Microsoft Dynamics 365 and Yammer. Next, you’ll notice that Yammer will replace the Activity Feed control on CRM forms. So, you can see posts listed in a newsfeed style whenever users update customer information, as well as converse with one another.
Now that you have Yammer, you no longer have to attend redundant meetings or send another email. During a busy work day, you are often tied to your desk. Even in a smaller office, you just don’t always have the time to bump into the colleagues when and where you want. On the other hand, if your organization has a bevy of remote employees, it’s even more difficult to connect.
Yammer can change all of that in an instant. It is the Facebook of the enterprise. Now, you can “follow” and connect with your colleagues so that you always have a feed of the content they’re sharing, and you can connect instantly. Plus, you can create and join both public and private Yammer groups based on interests, events and specific projects. For instance, you might consider creating a cross-functional Yammer group to encourage collaboration across departments, roles, and geolocations. It also helps to improve communication between marketing and sales–who depend on each other for lead generation and more. So, rather than waiting for an email that can sit in your inbox for days–messages can be composed instantly via Yammer. And, in the same vein, you can receive an immediate reply.
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Connect Microsoft Dynamics 365 to Yammer
As mentioned earlier, your organization must first have Yammer enterprise licenses. Then, you will need either to have the System Administrator security role or similar permissions in place.
Also, you’ll need the Write Organization, Configure and verified System Administrator privileges for your Yammer account. Head over to Settings > System > Administration > Yammer Configuration and read the disclaimer. Then, select “Continue, and “Authorize Dynamics 365 to connect to Yammer.”
You must use your administrator credentials to sign into your Yammer account. Follow the prompts to continue the integration. You’ll know the connection is complete when you see a confirmation message. It really is that simple. You can also set up preferences for Yammer posts.
And, you can configure which Dynamics 365 entities Yammer can use. After that, you can use Yammer to your heart’s content.
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Final Thought
With Yammer and Microsoft Dynamics 365 integration, you can obliterate barriers to achieving business objectives. By creating cross-functional teams, and a news feed on relevant subjects, Yammer effectively transforms the way you do business and how you manage and receive customer data.
Each transaction, each goal, and each project touches a common layer that only social media and the social enterprise can add. The building of relationships with customers, and across departments, also serves to enhance productivity, efficiency, and overall customer satisfaction.
