Microsoft Dynamics 365 Customer Insights – Journeys
Marketing automation to personalize customer experience and increase demand
75% of organizations show that customer satisfaction leads to revenue growth through increased retention or lifetime value (Gartner).
What is Microsoft Dynamics 365 Customer Insights – Journeys?
Microsoft Dynamics 365 Customer Insights – Journeys (replacing Microsoft Dynamics 365 Marketing) is a comprehensive marketing automation platform that helps businesses visualize and automate customer journeys.
Create seamless experiences that increase lead generation, strengthen your real-time marketing capabilities, and expand your sales opportunities with Dynamics 365 Customer Insights -Journeys. Easily orchestrate personalized multi-channel campaigns that deliver the right message at the right time in the right channel to engage customers effectively.
The platform leverages AI and Copilot and integrates seamlessly with other Dynamics 365 applications for a unified view of customer data, collaboration and analytics.
BENEFITS – Microsoft Dynamics 365 Customer Insights – Journeys
Personalize Customer Journeys
Generate and nurture more sales-ready leads by running targeted, multi-channel campaigns. Create customer journeys based on buyer preferences and their past interactions for a more tailored experience.
Align Sales and Marketing
Marketing automation, shared data, and business processes are connected to Dynamics 365 Sales to increase lead generation and productively nurture leads.
Make Informed Decisions
Improve automated marketing performance with AI-driven insights, lead scoring, and custom dashboards, plus gain a 360-degree customer view.
CAPABILITIES – Microsoft Dynamics 365 Customer Insights – Journeys
Understand Your Customers
Deepen 1:1 personalization and delight customers at every engagement by gaining a competitive edge with 360° view of your customers.
Precisely identify the right audience for campaigns and predict customer intent by leveraging segmentation with AI based on attributes such as recency, frequency and monetization.
Experiment with A/B tests with the same message across different channels, different messages altogether, or any next action, to confidently deliver the most engaging messages through the best channels and increase the ROI of every journey.
Gain a deep understanding of journey, channel and content performance using built-in dashboards that focus on engagement goals, so you can fine tune the effectiveness of your journeys, channels, and content.
Real-time Customer Journey Orchestration
Use dynamic, real-time journeys to target leads and opportunities (in addition to contacts) for deeper personalization.
Leverage built-in AI recommendations for optimal message and channel selection for each customer that goes through a customer journey, without marketing needing to make a design-time choice or define a complex set of conditions. By continuously learning from the way customers engage with marketing campaigns, brands can optimize the journey to maximize the number of customers that reach the intended goal.
Serve deeply personalized content: with easy dynamic content creation through a new point-and-click interface for emails and web content. Use AI-driven recommendations to select and deliver the best image, video, document, or fragment for your messages.
Engage at Every Touchpoint
Orchestrate omnichannel experiences that go across digital and human channels to deepen the level of engagement with your customers. For example, you can trigger a customer journey when a high-value customer is on your website, you already know them, understand and anticipate their interests, needs and preferences to be able to recommend the best offer to drive sales and further increase their lifetime value.
When the same customer has an issue with the purchase and contacts a customer service representative for support, they automatically prioritize the case and accelerate resolution by leveraging the full 360-degree view of all transaction and complaint history.
Once the case is resolved, they can follow this up with Customer Satisfaction Surveys (CSAT) and thank your customer – providing them with a seamless E2E experience with the brand.
FEATURES – Microsoft Dynamics 365 Customer Insights – Journeys
Copilot for Microsoft Dynamics 365 Customer Insights – Journeys
From creating and optimizing journeys, to content suggestions and providing customer insight, Copilot supports optimal experiences across all customer touchpoints efficiently.
Faster Journey Creation
Anybody can create journeys in minutes, even if they’ve never done it before. Simply describe in everyday words what you want to create and Generative AI builds the journey for you.
Smarter Content Generation
Start your email creation with Copilot by generating content ideas based on a few key points you provide. Select a tone of voice, and AI offers a range of content suggestions to use or modify.
Personalized Experiences
Copilot leverages AI to provide real-time personalized recommendations and promotions to customer profiles based on historical data, enhancing customer interactions.
PRODWARE ACCELERATORS & SERVICES
CEM GDPR accelerator
The GDPR accelerator enables organizations’ CRM to be compliant with GDPR regulations. The accelerator simplifies compliance with consent and privacy requests from data subjects, with an easy to use interface for CRM operators, and logs all operations to comply with record-keeping requirements. This GDPR compliance for marketing accelerator includes consents management for your database and search functionality to help your team quickly perform users’ rights.
CRM User Adoption service
Our CRM User Adoption service helps in a key element of any CRM implementation, for the long-term success and value from your business investment.
Critically, we support your organization before, during and after CRM implementation to ensure you get the true value of the latest technology.
What’s inside…
Lead nurturing journeys in Dynamics 365 Customer Insights
Customer view for data and journey analytics
Microsoft Copilot provides answers about customers in natural language
Use AI-driven predictions for forecasting such as customer churn
Copilot for Marketing teams helps with automatic journey creation from a prompt
Why choose Prodware for Microsoft Dynamics 365 Customer Insights – Journeys?
As a Microsoft partner, Prodware has developed and implemented hundreds of Dynamics CRM and Dynamics 365 Customer Engagement projects across Europe.
Our experienced R&D team work closely with our clients to develop solutions that suit their own client engagement needs.