Companies are facing increasing pressure to provide their employees with the highly connected tools and information that match today’s consumer social networking experiences. By empowering employees to work in an environment that is more connected, companies have an opportunity to improve the value of customer relationships, respond to opportunities with speed and intelligence, and gain an advantage over competitors. With familiar social tools that are seamlessly integrated into your existing applications, employees can easily share ideas and collaborate with colleagues, regardless of their location and better understand and address customer perceptions and market trends more quickly. Microsoft is uniquely positioned to help its customers take advantage of the opportunities that social computing presents by offering a connected experience to end users and a connected platform for IT.

2. Enterprise social
Rise of the powerful consumer is driving business transformation
Always on—
Consumers use
an average of
devices every day
4
Outside your business
empowered customers have
more information and want
to connect in new ways
20%
of online
consumers expect a
response within one hour
via social media
>235terabytes
Companies with >1000 employees
average more data than the US
Library of Congress
Employees need to extend
and connect networks
across the firewall to
partners and customers
Business & Consumer
> 1.5B
people around the globe have
a social networking account
72%
of
companies are
deploying at least one
social software tool
Inside your business
employees want to harness
information, connect,
engage, and work together
in new ways
Millennials will make
75%
up
of the American
workforce by 2025

3. Microsoft enterprise social – our vision
Transform your business by connecting employees to customers & partners
?
CONNECTED Platform
Active Directory

4. Enterprise social and your business
Transform your business from the inside out
Active Directory

5. Unify your people
To deliver amazing customer experiences
Listen and analyze social conversations to find opportunities to engage customers
in the channel they prefer, using internal social tools to create a connected response.
A high-value customer
comments on Twitter about
an issue with your service.
The marketing team sees the
comment on their SharePoint
portal where they can
collaborate on a response
plan. They bring the
customer care team into the
conversation. The care team
can view CRM data right
within Outlook.
The care team escalates the
issue to the right expert who
reaches out to the customer
on Twitter to solve the
problem. The solution is
then shared back with
everyone on the internal
network.
of survey
respondents
believe social
media is the future
of customer
service.

6. Insurance firm wins customers with Microsoft Dynamics CRM
Objectives
•
•
Maximize efficiency of sales efforts
Improve customer service and
customer loyalty
Tactics
Results
Deployed Microsoft
Dynamics CRM to
monitor customer
activities, as well as to
consolidate, deliver,
and analyze customer
information.
•
•
•
Improved sales efficiency and
customer care
Dramatically decreased time to
resolution on customer issues.
Increased market share with
nearly 500,000 new contracts.
“We wanted a more flexible tool to deliver outstanding service to customers with shorter timeto-market and lower total cost of ownership…Microsoft Dynamics CRM fulfilled all of our
criteria and represented excellent value for the money.”
– Gökhan Özüm, Senior VP of Product Development and Strategic Planning, Pensions, Garanti

7. How Microsoft can help you
Unify your people to deliver amazing customer experiences
Extend service reach
Identify specific issues and engage social customers to resolve
their issues.
Manage knowledge
Harness the conversations across the business as a living,
breathing knowledge base.
Work with your account team on a
“dynamic duo” trial of Office 365 and
Microsoft Dynamics CRM.
Harvest knowledge
Extract, package and re-use best practices and solutions from
customers helping customers.
Build loyalty
Engage your advocates in an ambassador program.
Get started with Yammer.
It's free and secure!

8. Engage your customers
With smarter, savvier, and more responsive social marketing
Use social tools as an additional channel to reach and inform employees, partners, and
customers with the latest news and respond to feedback in real-time.
Increase in the #
of Americans
following a brand
on social networks
since 2010
Your marketing team
launches a new product
campaign, readying sales
and partner channels via
social networks.
Campaign responses are
analyzed to determine
effectiveness across all
audiences.
With positive real-time
feedback, your marketing
team can replicate their
success in other markets.

9. BMW drives sales with a smart social media campaign
Objective
Tactics
Results
Launch two new model lines and collect
audience data with an interactive
marketing campaign through Facebook.
Used Windows Azure
to support a solution
integrating the
Facebook promotion
with Microsoft
Dynamics CRM.
•
•
•
Scaled dynamically to engage
90,000 consumers
Converted 900 campaign
participants into sales
prospects
Reached 10 markets in two
languages
”By using Windows Azure to make audience data available in Microsoft Dynamics CRM, we
enhanced the business continuity of our marketing campaign and developed more than 900
new sales prospects.“
-Beata Bujalska, E-Marketing Analyst, BMW Latin America

10. University marketing team increases marketing ROI
with MarketingPilot
Objective
Tactics
Results
Increase the effectiveness of marketing
campaigns through better team
coordination and campaign analysis.
Consolidate all
marketing-related data
in MarketingPilot.
•
•
•
Consistent asset management
Effective reporting of campaign
status, expense, and results
Manage & track ROI on social
media marketing as part of an
overall campaign.
“By automating [our] communications as well as giving us the ability to keep all of our
marketing information in a consistent format that can be accessed at a glance, MarketingPilot
is giving us the tools to do our job better as well as to keep our clients better informed.”
-Brian Croswhite, Marketing Director, The Fischler Graduate School of Education and Human Services

11. How Microsoft can help you
Engage your customers
Broadcast information
Use social as an additional outbound marketing channel within
your comprehensive multichannel campaigns.
Monitor campaigns
Work with our solution specialists to
evaluate MarketingPilot with Microsoft
Dynamics CRM.
Measure overall tone and sentiment of external social
conversations related to a campaign and drive tangible leads.
Gain customer insights
Solicit feedback from specific social communities on needs and
opinions prior to launch.
Harvest leads
Listen for, identify, and react to potential sales triggers.
Get started with Yammer communities
now. Share content via SkyDrive Pro with
Office 365.
Learn how to use the new CRM
connector to capture leads in Microsoft
Dynamics CRM.

12. Win new customers
Using social insights right within your sales workflow
Use social tools to give your teams a competitive edge to win new business.
Drive a
response rate via a
second-degree
connection.
Harnessing social
information—latest news,
key stakeholders, social
connections—can help a
salesperson better prepare
for her meeting with a
prospect.
Tapping her internal social
network, she can assemble a
team with relevant industry
experience and identify
compelling evidence to
support the sale. They cocreate a proposal.
She can extend her social
network to include partners
as well as her potential
customer in the proposal
development process to
ensure mutual success.

13. Insurance brokerage accelerates sales & acquisitions
with better customer intelligence
Objectives
Tactics
Results
Get more reliable and complete
business intelligence to support over
1500 market-facing sales leaders and
internal sales business development
managers.
Switch to InsideView
for customer
intelligence integrated
with Microsoft
Dynamics CRM.
•
•
•
Improved data quality &
reliability
Easy access to up-to-date
customer intelligence through
Microsoft Dynamics integration
Cost & time savings
"The customer intelligence delivered by InsideView is unmatched, making CRM even more
effective for the marketing and sales teams at our clients.“
– Scott Mangelson, CRM Practice Leader, Armanino

14. How Microsoft can help you
Use social network insights to win new customers
Facilitate team selling
Facilitate simpler collaboration between pursuit team members
and channel partners.
Leverage sales insights
Work with your account team on an
immersive Office 365 and Microsoft
Dynamics CRM demonstration.
Map social profiles to prospects and customers for deeper
understanding.
Engage prospects
Collaborate directly with prospects and customers as part of the
sales process.
Get started with Yammer communities
now. Share content via SkyDrive Pro with
Office 365.

15. Attract, engage, and retain your employees
With a social intranet
Give employees a voice and ensure they have the information and tools they need to
make a difference.
Companies with
see:
The top initiative of the
company’s new CEO is to
drive employee retention by
more deeply engaging
employees in the vision and
success of the business.
The CEO engages
employees in a two-way
conversation about
company culture via
Yammer group
conversations and by
creating a poll.
Employees at all levels share
their ideas via the company
newsfeed, making them feel
more engaged and
connected to the overall
vision.

16. Shopping center group stays on trend with Yammer
Objective
Tactics
Results
Manage all aspects of shopping center
development—from design and
construction to leasing and
management.
Use Yammer to
leverage the
knowledge of
managers, employees,
and partners.
•
•
•
Quick response to retail trends
via targeted communications
Improved operations due to
crowd-sourced insight
Problems resolved in days
rather than weeks
“Retail is a very dynamic environment. Keeping up with changes and staying on trend is
essential, and Yammer helps us do that. It allows people to share best practices, even across
functions and geographies.”
–Andy Hedges, Director of Shopping Center Management, Westfield Australia

17. Xerox accelerates innovation with Yammer
Objectives
•
•
Connect employees with the people
and information they need in order
to excel
Merge two company cultures
following an acquisition
Tactics
Results
Deployed Yammer as a
go-to place for
employees to connect
globally and innovate
together.
•
•
•
Accelerated innovation
Streamlined information flow
Merged communications
across two companies
“There’s no question Yammer has helped us reduce the time it takes to go from a new idea or
call to action to execution. It accelerates innovation.”
- Gregory North, Vice President of Corporate Lean Six Sigma and Business Transformation, Xerox

18. How Microsoft can help you
Attract, engage, and retain your employees
Give employees a voice
Explore social tools as a way to find people and information, and
to communicate outside traditional organizational boundaries.
Drive successful adoption
Reach beyond Millenials and ensure that all employees are set up
for success to take advantage of new social tools.
Make social contextual—
to get things done
Use social in the context of a person, business, or process.
Get started with Yammer. It's free and
secure!
Ask your account team for a Yammer
success briefing.
Talk to a Microsoft Solution Specialist
about how you can integrate Yammer
into your LOB apps.

19. Connect, collaborate, and share
With social productivity tools
Provide an intranet that is social, easy to use, and can connect employees, partners, and
systems across the enterprise
Time spent searching
for company
information is
reduced by
using social
technologies
An industrial design
company adds social
features to their SharePoint
collaboration portal.
Employees appreciate the
ability to have vibrant
discussions, post comments,
“like” ideas, share, and cocreate content. Content can
be easily shared with
partners.
Executives are able to
gather and integrate realtime input from employees
and partners on important
initiatives, and can make
changes quickly .
is seen
by organizations
and companies

20. Retailer delivers a better shopping experience with
Office 365 store portal
Objective
Tactics
Results
Empower employees across this
multinational organization—from head
office to stores—to connect and work
together.
Deploy Office 365 as a
portal for collaboration
and social
engagement.
•
•
•
Improved information flow to
support decision-making
Increased employee
engagement
Improved working practices to
create value for shoppers
“[Office 365] will allow our colleagues to engage with each other and deliver an optimal
shopping experience on any channel, as well as encouraging colleagues to share, re-use, and
reward ideas and expertise.”
–Mike McNamara, CIO, Tesco

21. Retailer boosts collaboration with Office 365
Objectives
•
•
Improve collaboration across 200+
store locations
Reduce costs and shift IT focus from
technical administration to business
Tactics
•
•
Migrated to Office
365 and SharePoint
Online
Implemented
internal social
network
Results
•
•
•
Simplified IT management
Improved usability and
productivity
Better collaboration and
engagement
"We could see that the Microsoft solution was very robust and complete, and we liked their
strategy for integration between on-premises systems and cloud services.”
– Leandro Balbinot, Chief Information Officer, Lojas Renner

22. Airport empowers decision makers with data sharing
Objective
Tactics
Results
Help people search through terabytes
of data to find the information they
need in order to make better decisions.
Upgraded to Microsoft
SharePoint 2013 for
enhanced search and
social computing.
•
•
•
Improved productivity
Increased information quality
Provided better service to
customers and partners
“By using SharePoint 2013 features such as improved search, employees can find what they
need sooner and get on with their decisions and jobs."
-Cedric Krouri, IT Project Manager, Aéroports de Paris

23. How Microsoft can help you
Connect, collaborate, and share
Use social network data today
Ask your account team for an immersive
demonstration of social in the new
Office.
Make social pervasive in your organization
Partner with Microsoft to develop an
enterprise social collaboration strategy
that will capitalize on products you
already own.
Enrich your 360° view on peer, partner, and customer relationships.
Give people consistent, embedded social tools across browser,
productivity suites, unified communication, and devices.
Extend customer connection beyond
sales & marketing
Break down silos and enable joint customer value-creation with
simple, powerful social tools for everyone in the business.
Work with your account team on a
“dynamic duo” trial of Office 365 and
Microsoft Dynamics CRM.

24. Connect employees, partners, and customers
In real time across devices
Get real-time access to people and information on any device to speed decisionmaking and move the business forward.
Nearly
80%
of workers spend at
least some portion
of their time working
out of the office.
An account manager is
offsite with a customer and
uses Yammer to find an
expert who can help with a
customer issue.
He finds a partner with the
experience he needs whose
presence indicates she is
available, so he IMs her the
question.
They start a secure Lync
video call to discuss and
resolve the issue in real
time.

25. Construction company boosts productivity by replacing
Google Apps with Office 365
Objective
Tactics
Results
Find a productivity solution that offers
unified communication capabilities and
easier maintenance than Google Apps.
Replaced Google Apps
with Office 365 to take
advantage of a full
suite of collaboration
and communication
applications.
Support productivity among
mobile workforce through:
• Voice mail and email in one place
• Presence awareness
• On-demand conferencing and
chat
“The availability of our employees, even when they’re on the go, is crucial for the success of our
business. Microsoft Office 365 gives us enterprise-grade tools that work with software we
already own, so we can keep our people connected to customers and suppliers at all times."
-Muttia Alkhayyat, Chief Information Officer, UrbaCon General Contracting

26. Technology firm upgrades communications solution to
strengthen company culture
Objectives
•
•
Connect a global workforce and
remove organizational silos
following acquisitions
Support a large call center with
continuous access to experts for
technical support
Tactics
Results
Upgraded to Microsoft
Lync Server 2013 for all
corporate
communications,
including presence, IM,
conferencing, and
voice.
•
•
•
•
Improved productivity
Helped create a common
culture
Reduced costs
Simplified management
“Since deploying Lync, we rely on it for communications. It’s how we know where people are, if
they are available, and how to contact them to solve problems.”
-Ivan Wood, Architect for Infrastructure and IT, Aspect

27. Regulator creates seamless collaboration experience
with unified communications
Objectives
•
•
Increase business agility through
improved communication and
collaboration
Avoid a costly PBX upgrade and
reduce ongoing communication
costs.
Tactics
Results
Migrated to a unified
communications
platform using Lync
Server, and deployed
the Lync client for
mobile devices.
•
•
•
Improved productivity through
connected communications
and mobile access
Dramatically reduced costs
Simplified support
“Our goal is to be the world’s best converged regulator, and the ability to be agile through
collaboration and communication is an essential factor in reaching and maintaining this standard.”
-Carsten Larsen, General Manager Corporate Services and Coordination, ACMA

28. How Microsoft can help you
Connect employees, partners, and customers
Connect in real time
Communicate in real time with colleagues, customers, and
partners from virtually anywhere.
Enable real-time collaboration
Improve mobile productivity with voice & video using a single
unified client across multiple devices.
Speed decision-making
Enable users to share information and expertise with colleagues,
so they can resolve issues and move the business forward.
Reduce cost & simplify management
Reduce IT management costs and TCO with integration and
shared infrastructure.
See and test-drive Lync in our Customer
Immersion Experience Centers.
Download Lync and try it in your own
environment, or trial Lync Online.
Test drive Yammer. It's free and secure!
Participate in a Business Value
Assessment and Lync Technical Briefing.