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Facebook CRM via Microsoft Dynamics CRM technology

October 18, 2008 by Jimson Lee

Please note it is your responsibility to evaluate the accuracy, completeness and usefulness of any information, opinion or advice contained in the content below.

You knew this would be coming one day. That day is now.

I wrote about the risks and solution using Facebook to store your business contacts.

Facebook is the new “middleware”. Your Facebook messages may be as high as your regular daily emails and SMS text messages.

With Microsoft’s Dynamics CRM technology and the use if API connections, Facebook CRM can be used to better manage your customer relationships.

Let’s face it (no pun intended)… Facebook is everywhere. It’s on my Blackberry. Take a stroll at lunch hour in your office and see your fellow colleagues using Facebook. Or perhaps they are on it all day? Sorry, that’s beyond my control.

I highly recommend to check double check your privacy profiles before enabling this!

From Tradearabia.com:

Facebook now CRM enabled

Social networking site Facebook will soon have a new tag of ‘business networking’ as a result of a new software application that enables customer relationship management (CRM) on the popular site.

Facebook CRM, is a new application created by software development company LINK Development to enable companies to communicate with and handle queries from customers through Facebook.

Through Facebook CRM, companies around the world will be able to integrate their CRM systems into Facebook, and use the highly popular channel to manage long-term relationships with customers, ensure customer satisfaction and ultimately grow their business.

The site currently boasts 80 million active users worldwide. The new application adapts Microsoft’s Dynamics CRM technology to the Facebook platform, enabling companies with this system in place to conveniently deliver services through Facebook.

The companies’ customers, for example, can submit queries/requests from their Facebook screen, and be able to track the status of their submitted request and get real-time feedback.

Online users are increasingly looking to Facebook, not only for social networking but also for information and entertainment, and businesses have also latched onto the power of this site by creating Facebook Groups.

Facebook CRM enables companies to go a further step beyond simply establishing presence on the site, and enables them to offer customer service through a channel that would be preferred by many customers.

‘Businesses always look to go where their customers are going, in order to offer convenience and demonstrate commitment and understanding of customer needs and preferences,’ said Hanan Abdel Meguid, CEO of LINK Development.

‘Integrating Facebook as the latest communication medium with customers is another way of adding flexibility and convenience by offering service where users like to be online.’

‘Facebook has passed the stage of merely being seen as a social networking site to a powerful communication medium for both businesses and individuals,’ she added.

‘Facebook CRM enables businesses to harness the popularity of the site and open a new communication channel with customers.’

Tamer Elhamy, business solutions manager, Microsoft Gulf said that this innovative initiative from LINK Development will make a very interesting and useful proposition for businesses worldwide, due to ‘the combination of Facebook’s popularity, the large user base of Microsoft Dynamics CRM and the technical competence behind the development of the Facebook CRM application.’

The concept of ‘Facebook CRM’ came from software developers at LINK Development who realized its promising business potential.

The company has been a Gold partner of Microsoft for ten years, and has a large software developer team with strong skills in MS Dynamics CRM.

CRM is the automation of organizations’ sales, marketing and customer service data and processes to enhance service, overall efficiency and customer satisfaction.

This automation enables access to relevant customer information, and therefore shortens transaction cycles, and increases efficiency of communication, while also enabling problem areas to be identified and escalated.

Businesses around the world that depend on Microsoft Dynamics CRM can use the new application, which will be marketed by LINK Development through its offices across the Middle East, North Africa and Europe

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Written by Jimson Lee · Filed Under CRM Helpdesk News, CRM Planning & Implemenation 

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