Posts Tagged ‘listening’

postheadericon Marston’s Pubs evolve to hot spots with Microsoft Social Listening and Microsoft Dynamics CRM

Historically, the British pub was the place neighbors gathered to wax philosophical or just while away hours over a pint. Today, customers want something different. People explore outside their neighborhood to discover something new and different, catch a new band, and check-in their location on social media using Wi-Fi. Pubs across the U.K. have struggled to meet this shift in customer expectations.

Recently, The Guardian (U.K. edition) reported that the rate of British pub closures had accelerated to 31 per week, and that 3 percent of pubs in the suburbs have closed in the past six months. Facing this threat is Marston’s, which operates 1,700 pubs scattered across the U.K. The nearly 200-year-old company is known for its heritage, but the company recognized it needed to reposition itself.

To meet the company’s need to monitor social media; recognize, follow and analyze trends; and then quickly share the relevant insights with the right people in order to swiftly react and meet the customers’ needs, Marston’s chose Microsoft Dynamics CRM and Microsoft Social Listening. By implementing this solution, Marston’s has transformed the business, delivered amazing customer experiences — and earned this year’s Convergence 2014 Europe Customer Excellence Award: Cloud Transformation.

The answers are on social media

Marston’s Commercial Marketing Director Una Beck Johnson recognized that monitoring social media was the solution to recognizing trends upstream. The right CRM solution offered the opportunity not just to capture this information but to also make sense of it.

“What’s important for us is not just to know the quantities of what people are talking about but the nature of what they are talking about — and there’s such a mass of information that we need to be able to boil it down to things that we can then act upon. And we need that information quickly, so that we can respond to it quickly,” Beck Johnson notes.

Access to this data identified one confirmed trend: Customers were no longer only frequenting their local pub — they were now traveling in much bigger circles. This made it much more difficult to understand the customers’ needs.

“Segmenting our insight is very important,” Beck Johnson says. “We have such a broad cross section of customers. That’s what makes it both exciting and also very, very challenging. We have to be able to understand the customers’ different occasions for coming and how Marston’s is delivering to really make sure that we’re getting the right experience to the right people at the right time.”

Social listening improves the customer experience

Paul Hume, Marston’s Development Manager for Emerging Technologies, is now using Microsoft Dynamics CRM and Microsoft Social Listening to encourage customer feedback to the company via social media, right from their seat at the pub. Hume says each communication on social media can now be mined for insights to help the company improve its offerings and the way it communicates those offerings.

“The combination of Microsoft Dynamics CRM and Microsoft Social Listening allows us to really personalize our communications to our customers,” he says.

“That personalization means being relevant to the individual,” explains Mike McMinn, Group IT Director for Marston’s. “It’s about your customers; it’s about their patch if you like.” McMinn noted that the customer experience needs to be as smooth as possible because “reducing the friction in their dealings with us means they’re going to come back again.”

The benefits: cost savings, culture change and employee satisfaction

The business has already realized benefits since instituting Microsoft Dynamics CRM and Microsoft Social Listening, McMinn says. His department reduced costs because of the shorter amount of time and fewer resources required to implement the system than anticipated. In the past, to install a big system, the company would allocate six months toward planning and an entire weekend for implementation. But with Microsoft Dynamics CRM, and the support of implementation partner The CRM Business Ltd., McMinn and his team have a much easier job.

“I can go to bed on a Thursday, wake up on a Friday and I have the latest version of Microsoft Dynamics CRM,” McMinn says. “I don’t have to worry about how long it’s going to take to build, or whether the infrastructure is there to support it. We don’t have to worry about the security. All of that is handled by Microsoft. It just happens.”

The organization has also seen a big cultural shift with the implementation of Microsoft Lync, which allows team members to use Microsoft Dynamics CRM on their mobile devices virtually anywhere they are, significantly reducing company travel. “It’s a distributive environment we live in, with five breweries and 1,700 pubs. The traveling has come down dramatically with this system. It’s stopped people having to spend hours in a car. People are also more mobile, more flexible, and can remain more tuned into what the customer needs,” McMinn explains.

Technology helps them do their job more effectively and efficiently, and McMinn says his people want to be productive so he’s making an effort to help make that happen. “We’re putting in infrastructure with the technology that gives people a choice about how and when they get things done, because that’s another part of our company’s culture change — it’s not 9 to 5 anymore.”

McMinn is noticing unanticipated benefits as well. The maintenance help desk team found an innovative way to move its process for tracking repairs and maintenance of equipment in pubs to Microsoft Dynamics CRM. Now, when the team members arrive at a site, they run through a checklist on screen to ensure that the standards are as high as they expect them to be. “Until very recently, they were still writing it out on a piece of paper. On a tablet, it’s fast and easy to do when you’re in the pub. It speeds everything up,” McMinn says.

Successful companies such as Marston’s are harnessing technology to change their business and stay ahead of the customers’ needs. McMinn’s goal is to breed innovation by placing technology in the hands of his people.

“There’s another customer in here, and that’s the employee. We introduce technology to show our people what’s possible, and when they understand what’s possible, it sparks off more ideas,” McMinn says. “This enables employees to discover innovative ways to eliminate burdensome busywork, and instead turn their focus back to the job they love — taking care of the customer. If I’ve made an employee’s life better at some point, then it’s been worth it.”

To learn more about Marston’s and other Convergence 2014 Europe Customer Excellence Award winners, visit

News Center

postheadericon Microsoft unveils new marketing, customer care and social listening capabilities

REDMOND, Wash. — Feb. 18, 2014 — Microsoft Corp. (Nasdaq “MSFT”) on Tuesday unveiled a comprehensive set of new Microsoft Dynamics CRM capabilities to help organizations match their customers to the right products and services, engage with them in the right way at the right time, and nurture their relationships. The new release is expected in the second quarter of 2014.

Delivering on its promise of rapid innovation, the release adds new functionality to help marketers be smarter, enabling them to efficiently drive and manage their marketing campaigns; help businesses engage with and care for customers in a personalized manner on virtually any device, anywhere; and enhance capabilities in Microsoft Dynamics CRM 2013 to help businesses sell more effectively. Breaking from typical industry practice, the update also brings social listening capabilities to every sales, service and marketing professional within an organization to empower more employees with deeper insights.

“Businesses want solutions that give them market insights and the ability to deliver amazing customer experiences,” said Bob Stutz, corporate vice president, Microsoft Dynamics CRM. “The new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.”

Smarter marketing

Chief marketing officers (CMOs) want a marketing solution that helps them plan and execute great marketing campaigns, gives them insights into the impact of their marketing activities, and provides them with the ability to optimize marketing mix to deliver the most impact to their business.

Microsoft Dynamics Marketing (formerly MarketingPilot) delivers these capabilities by adding marketing automation functionality to Microsoft Dynamics CRM, delivering insights that will help marketers be smarter and more effectively engage with their customers. The new release builds on its marketing planning core and adds new features that include a visual campaign designer that allows marketers to design powerful marketing campaigns more intuitively and easier than ever. This enables CMOs to reach their customers more effectively across multiple channels. It also gives them new lead management and scoring capabilities, scalable email marketing that can deliver millions of messages per day, and deep marketing analytics so they can measure and improve the return on their marketing investments. These new capabilities will be offered in 35 markets in 10 languages.

Personalized customer care

Customer care, an organization’s ability to support, engage and respond to the needs of customers, is an increasingly strategic part of any business. Successful organizations understand and have insight into customer needs across every channel, including the Web, social and mobile, to deliver the best customer care possible.

Microsoft Dynamics CRM enhances core case management capabilities and introduces a new Unified Service Desk, a powerful application designed for call centers that allows agents to handle multiple interactions simultaneously, increasing efficiency by automating repetitive tasks and displaying scripts to help agents provide a more personalized and effective service.

Alongside the capabilities gained in the recent acquisition of Parature, which closed Jan. 31, Microsoft Dynamics CRM now offers customers choice in deploying customer service capabilities ranging from self-service via support portals, Facebook and Twitter to Web chat and video capabilities, all leveraging a shared knowledge base to ensure the right answer can be delivered consistently on the right channel at the right time.

This new customer care solution ensures that all organizations can effectively handle interactions in the way each customer prefers and quickly respond to that person’s needs, resulting in a smooth and more personalized experience for the customer each and every time.

Social for everyone

The secret to any great relationship starts with the ability to listen. To help sales, marketing and customer care professionals listen, gain insights and more effectively engage with customers across social channels, Microsoft has unveiled Microsoft Social Listening. This new service adds the capabilities for people to analyze and act on market intelligence from social conversations, including measuring sentiment across a wide array of social channels. It also allows users to track product, brand, competitor and campaigns globally and in real time to gain true understanding of their customers and their business across the social Web.

Breaking from industry norms, Microsoft believes that social capabilities are core to customer relationship management, so they should not be limited to an elite few at high costs. Enabling every employee within an organization, Microsoft Social Listening will be offered as part of the Microsoft Dynamics CRM Online professional licenses at no additional charge; on-premises customers can get Microsoft Social Listening for an incremental cost.

More information about this upcoming release is detailed in a blog post by Bob Stutz, at Microsoft Dynamics CRM customers and prospects can learn more about Microsoft Dynamics CRM at In addition, they can follow and engage with the Microsoft Dynamics CRM community @MSDynamicsCRM at

About Microsoft Dynamics

At the heart of every successful business are the people who make things happen. Microsoft Dynamics designs modern business solutions that empower individuals with intuitive tools that allow them to do their best work. Our proactive, easy-to-use business applications adapt to the way people and systems work, enabling businesses to rapidly deploy and be forward-looking in an ever-changing world.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Note to editors: For more information, news and perspectives from Microsoft, please visit the Microsoft News Center at Web links, telephone numbers and titles were correct at time of publication, but may have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at

Microsoft News Center – News and Announcements from Microsoft