We live in a service economy. In a period of enormous change, all brands must be thinking about how to more deeply engage customers in this new world. At LiNC 2016, Microsoft introduced its vision of “Systems of Intelligence” and outlined how communities are integral to this new era of engagement. Yet, they must also be deeply connected with a company’s core CRM system to deliver a better experience for the customer. Jujhar Singh, General Manager, CRM, Microsoft; Anu Agarwal (@anuaga), Principal Business Architect, CRM, Microsoft, and Jeff Spitulnik (@JeffSp), Vice President of Product at Lithium showcased how Lithium Communities are now integrated into Microsoft Dynamics CRM in a powerful new way.
In the partnership, Lithium powers the community element of Microsoft Dynamics CRM, which enables peer-to-peer interaction and is fully integrated into the service aspects of the CRM system. Customers with a Lithium community can integrate their community into Microsoft Dynamics CRM. This enables both the community member and the agent to view community and service cases, to communicate, track progress, escalate issues, leverage UGC, and measure NPS for each interaction. Microsoft Dynamics CRM is built on intelligent engagement which draws on the organization’s data-driven architecture and empowers project management, training, automated service ticket and agent scheduling, as well as community support and interaction.
Mr. Singh pointed out that we have moved from a transactional economy to a service economy where everything is outcome based. Because of this, customer lifetime value is a premium, and creating a great customer experience an imperative. Microsoft is focused on empowering brands to achieve this is through their Unified Customer Intelligence Service, which provides multidimensional views of the customer, and Lithium is proud to be a partner in helping brands drive powerful, data-driven customer engagement and customer service experiences.