Microsoft Combines Dynamics 365 Customer Insights and Marketing

You have probably heard the exciting news – Microsoft combines Dynamics 365 Customer Insights and Marketing into a consolidated marketing platform. This means you can now access the functionalities of both apps under one roof. 

The updated Dynamics 365 Customer Insights is an all-in-one platform facilitating personalised customer experiences and providing a comprehensive view of customer interactions. But what does it offer specifically? And most importantly, how can it help you transform your business?

What is Dynamics 365 Customer Insights?

Dynamics 365 Customer Insights is Microsoft’s customer data platform that helps businesses gain a 360-degree view of their customers. But it also builds more than just profound customer profiles. It uses this information to deliver hyper-personalised experiences. 

In particular, the platform’s capabilities allow you to:

– Collect and unify data from multiple sources, such as CRM, ERP, web, social media, IoT, and more;

– Gain insights into who your customers are, what they want, and how they interact with your brand;

– Segment customer data using AI tools;

– Activate and apply customer insights across channels and applications. These include email, web, mobile, chat, social media, and more;

– Measure and optimise the impact of your marketing campaigns and customer journeys.

While the consolidated application retains the Dynamics 365 Customer Insights name, it now contains the Customer Insights – Journeys (formerly Marketing) and Customer Insights – Data (formerly Customer Insights) modules.

Customer Insights – Journeys

Dynamics 365 Customer Insights: Journeys is a comprehensive marketing and customer engagement tool. It aims to streamline personalised interactions and communications at every customer lifecycle stage. With Dynamics 365 Customer Insights – Journeys, it is possible to:

• Connect with customers instantly through emails, texts, or push notifications;
• Choose the right channel for each person and respond when it matters most;
• Engage customers at every touchpoint for faster acquisition and loyalty;
• Be present in every step of their journey for a comprehensive experience;
• Use AI to turn insights into action for tailored content, channels, and analytics;
• Track and analyse the performance and effectiveness of your campaigns and journeys.

Customer Insights – Data

On the other hand, dynamics 365 Customer Insights: Data provides insights into your customer data. With a deep understanding of customer profiles, behaviours, and preferences, you can make informed strategic decisions meeting their needs and expectations. Dynamics 365 Customer Insights – Data can help you to:

• Unify customer data in real-time, combining operational and IoT data;
• Enrich profiles using both first and third-party data sources;
• Facilitate marketing, sales, and service professionals for personalised interactions at scale;
• Utilise turnkey Microsoft Dynamics 365 integration solutions as well as third-party applications for real-time insights;
• Connect transactional, behavioural, and demographic data sources for a complete customer perspective;
• Derive insights using prebuilt AI models or deploy custom AI/ML models at limitless scale;
• Maintain complete control over customer data with a self-service, enterprise-grade CDP on Microsoft Azure.

At Mercurius IT, we can help your business smooth transition to the new Dynamics 365 Customer Insights. With our tailored solutions, you can engage customers intelligently and maximise the unified view of the customer journey.

Call us at +44 1908 508080 to learn what we can do for your business.

Focus on Real-Time Microsoft D365 Marketing

While the core capabilities of the updated Dynamics 365 Customer Insights remain the same, the app places a heavier emphasis on real-time marketing. 

Today’s consumers expect more personalised brand interactions. Your task is to deliver tailored and relevant experiences at the right time and place. However, traditional outbound strategies often must catch up to keep customers engaged. Therefore, the underlying technology must evolve to align with shifting expectations. Dynamics 365 Customer Insights did precisely that. 

Real-time marketing is about more than just sending messages faster. It is also about understanding your clients better and responding to their needs. 

Customer Insights’ enhanced marketing capabilities allow you to create and orchestrate customer journeys across all points of contact and segments. It is possible to optimise your offers using the information on their behaviour and preferences. At the same time, you can improve your marketing performance and ROI. 

The new Dynamics 365 Customer Insights provides access to real-time marketing by default. Existing users can still access Outbound marketing by installing it via self-serve UX. However, this application will not receive any new updates or features.

Existing users of Microsoft Dynamics 365 can switch to real-time marketing without much hassle. Many everyday marketing tasks, such as email creation, event planning, forms, segment building, and journeys, have either kept their familiar interfaces or improved for better usability and efficiency.

Benefits of Real-Time Microsoft Dynamic 365 Customer Insights

AI-Powered Efficiency

Dynamics 365 Customer Insights incorporates Copilot to help you quickly identify your audience, create dynamic content, offer asset recommendations, etc. Your targeted messages can become more relevant with AI-powered writing and content tips. 

Dynamics 365 Marketing Integration

Consolidation of Customer Insights and Marketing makes it possible to benefit from data-driven interactions. As a result, you can better understand what your customers need based on their recent behaviours and send them messages they are likely to resonate with.

Sales & Marketing Integration

Due to its capability to integrate with other Marketing solutions, you can share data and insights with your sales team and collaborate on events and leads. For instance, Dynamics 365 Customer Insights paired with Dynamics 365 Sales helps reduce hand-off friction and disconnects. Salespeople can access the same customer data and insights as marketers and see the full history of customer interactions and journeys. 

Real-time orchestration

Instead of sending emails to large segments, you can choose the best channel – email, SMS, push notification, etc. – for each customer. Not only that, you may also send them messages at the best time to boost your outcomes.

Transformative Power of Dynamics 365 Customer Insights for Your Business

The new Dynamics 365 Customer Insights is a unified customer data platform delivering a holistic view of customers. Access to rich customer profiles allows your business to engage in intelligent, instant interactions. You can also use real-time marketing, sales, service integration, and advanced analytics to grow your business and win customer loyalty.

Dynamics 365 Customer Insights is the ultimate solution for customer data and marketing. At Mercurius, we can help you use its full potential. Take advantage of this opportunity to transform your customer relationships.

Our experts can consult you on mapping data flows, optimising integrations, and gaining more value from the platform. Contact us today, and let us show you how Dynamics 365 Customer Insights can work for you.