Dynamics 365 Customer Insights: The Complete Guide

by | Dec 14, 2023 | Microsoft D365 Marketing

In the era of digital transformation, customer data is a goldmine for businesses seeking to better understand their audiences. With the information on what customers need and how they want it to be delivered, brands can tailor engagements, foster loyalty, and, eventually, increase their income. Microsoft Dynamics 365 Customer Insights is a powerful tool that can help achieve this goal. It gathers information across multiple touchpoints to reveal a 360-degree view of customer preferences, behaviours, and beyond.

From this guide to Dynamics 365 Customer Insights, you’ll learn how the platform can help elevate your marketing efforts. With an AI-powered Copilot, interaction across marketing channels and other Microsoft solutions, as well as dedicated interfaces for customer Journeys and Data, you can connect with your audience more efficiently.

Are you ready to revolutionise your business with AI-driven customer intelligence? Let us help. As a Microsoft Gold Partner, Mercurius IT is committed to providing bespoke solutions that meet your specific business needs. Get in touch if you’d like to:

  • Benefit from a customer engagement platform;
  • Gain a deeper understanding of your customers;
  • Streamline processes and improve efficiency;
  • Enhance customer experiences and loyalty;
  • Customer Engagement Platform;
  • Make data-driven decisions with confidence.

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The Two Parts of Dynamics 365 Customer Insights

Microsoft Dynamics 365 Customer Insights offers two main components:

Dynamics 365 Customer Insights – Journeys

Dynamics 365 Customer Insights – Journeys focuses on providing a centralised and consolidated view of your customer’s journey. It brings together data from multiple sources, such as digital activity, purchasing behaviour, social posts, orders, visited web pages, customer service requests, etc. The software analyses this data to identify patterns and trends explaining the digital body language of each customer.


Dynamics 365 Customer Insights – Data

Dynamics 365 Customer Insights – Data helps enrich your existing data with contextual information. This can be:

– customer location;

– income;

– family size;

– lifestyle traits, etc.

With this information at hand, you can get a full 360-degree view of your customers. Of course, it is not always easy to get complete and relevant information on everyone. Luckily, artificial intelligence and machine learning algorithms will come to the rescue. They will help fill the gaps by making connections and deriving insights not visible to the human eye.


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Data Integration in Dynamics 365

While Customer Insights creates a 360-degree customer view, its true value stems from integration across the tech stack. The purpose is to drive insights through the entire organisation.

Customers engage across many different touchpoints. Each interaction contains valuable data that can reveal buyer interests and habits. However, with inputs scattered across various systems, gaining a complete understanding becomes a tall order.

Dynamics 365 Customer Insights eliminates exactly this issue. Acting as a connector, it brings together data from all customer interactions into unified profiles for everyone. Whether it’s information from CRM systems, web analytics, or marketing channels, Customer Insights consolidates everything into comprehensive depictions of customer interests.

Customer Insights also seamlessly plugs into Microsoft’s ecosystem of products. Linking up with Power BI allows translating raw data into interactive dashboards for analysis. At the same time, integrations with Power Automate enable real-time response to customer actions. Lastly, syncing with Dynamics 365 Marketing and Sales makes it possible to carry out customer segmentation and effectively engage with each individual group.

Capacity Models: People Interacted and People Unified

Dynamics 365 Customer Insights sets two capacity units: People Interacted and People Unified. These units determine how many customers you can reach as well as how much data you can store.

People Interacted counts how many customers you interact with through your marketing campaigns and customer journeys. An interaction can be either outbound or inbound, and it can be reached through various channels.

For example, if you send an email to a customer, or if a customer fills out a form on your website, that counts as an interaction. The base license gives you 10,000 People Interacted per month. However, you can purchase more if you need to.

People Unified considers how many customers you have in your customer data platform. A customer is a unique individual created by combining data from different sources, such as CRM, ERP, web, social media, etc. With the base license, you can create 100,000 profiles.

AI Assistant Accelerates Insights

One of Customer Insights’ most valuable features comes built-in at no extra cost – the Copilot AI assistant. Based on machine learning, its purpose is to accelerate essential tasks. With it, your marketing and customer relations teams can work smarter and drive more relevant customer engagements.

With conversational commands, Copilot eases mundane and complex processes. It is able to:

  • Create emails, forms, and event pages that match your brand’s style;
  • Orchestrate customer journeys across marketing, sales, and service to respond to customer actions quickly and generate sales leads;
  • Build, summarise, and simplify target segments;
  • Ask questions about customers in natural language and get answers within seconds.

Get help with content development. You just need to provide key points, and Copilot will tailor the tone and style to match your overall brand identity.

AI Assistant Accelerates Insights

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Boost engagement, simplify tasks, and create personalized content with our AI assistant. Contact our team today.

Benefits of Dynamics 365 Customer Insights

Personalised Experiences

With Dynamics 365 Customer Insights, you can create personalised experiences for your customers. Basically, it gives you the power to customise your offerings, services, and messages to meet their specific needs and preferences.

Thanks to customer data analyses, it is possible to identify patterns and trends as well as predict what customers want.

Improved Customer Engagement

Customer engagement is another area that can significantly improve with Dynamics 365 Customer Insights. The software helps continuously monitor customer behaviour and identify areas where a business can provide a better experience.

For example, it can discover behavioural patterns indicating that a customer is at risk of disengaging. Using this information, a marketing team can take proactive steps to address the issue.

Enhanced Decision Making

It is impossible to make informed decisions without relevant data on the matter. Whether it is a decision regarding inventory management, marketing campaign optimisation, or even product improvement, Dynamics 365 Customer Insights gives access to actionable intelligence. As a result, teams across sales, marketing, operations, and innovation can find, serve, and retain customers more effectively.

Competitive Advantage

Businesses that rely on customer data to make informed decisions are more likely to gain a competitive edge. Dynamics 365 Customer Insights provides many solutions to collect, analyse, and act on customer data. Getting ahead of the competition becomes easier with its holistic input.

Continuous Improvement:

Finally, Dynamics 365 Customer Insights can help you continuously improve your products and services by leveraging customer feedback and behaviour data. They can pinpoint the possible areas of improvement, and you may respond by implementing changes that meet your customers’ evolving needs.

Cutting-Edge Customer Analytics Solutions

Dynamics 365 Customer Insights tackles a major modern challenge – consolidating dispersed customer data into unified customer profiles. It makes it possible to implement personalisation strategies and marketing approaches for every target audience segment.

Serving as a connector, Customer Insights synthesises information from all channels and systems into 360-degree views of individual customers at scale. Integrations with Microsoft’s ecosystem help further extend insights across the entire company.

If you’re looking to get the most out of your Dynamics 365 Customer Insights platform, Mercurius is here to help. Our team boasts the right expertise and experience to both implement Dynamics 365 Customer Insights and integrate it with other Microsoft solutions.

Whether you wish to automate business workflows, improve customer experiences, or boost the impact of your marketing efforts, you can count on us. Contact us today to learn how we can help take your client relations to a new level.

Make an Informed Decision with a Indicative Proposal

Unlock the power of Dynamics CRM; Simplify operations and Accelerate growth. Request a tailored quote for Microsoft Dynamics 365 CRM now!

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