Getting more out of your Dynamics 365 with Customer Insights

If your company is like ours, you’re always looking to maximize the value of any of your technological investments.  Dynamics 365 CRM is a powerful solution to enable your sales process, manage your entire service department, as well as build, manage, track, and report on the effectiveness of your marketing efforts – just to scratch the surface of D365’s capabilities. 

Through this, Dynamics 365 houses an incredible amount of useful data, but many times it can be difficult to organize, digest, and act on in a meaningful way.  This is where Customer Insights comes in.  As a self-service, intuitive SaaS application, Customer Insights makes it easy for business users to leverage real-time insights and take action – for faster time to value with minimal training and IT assistance.

Now, we’ve already covered the 5 ways Customer Insights helps you make better business decisions, but let’s do a deep dive into specific instances the Sales, Service, and Marketing functions of your company will benefit. 

Sales

Customer Insights can help your sales team provide customers with data-driven recommendations to open up cross-sell and up-sell opportunities.  Instead of going in cold or suggesting products and services customers may already be using, Customer Insights enables your sales team to perform the next best action so they can proactively and confidently engage with customers.

Your sales team can also provide proactive customer service by suggesting complementary products for current customers or engaging with the right prospects in their time of need. 

Service

Just as Customer Insights allows you to be proactive on the sales side, it also enables this helpfulness when it comes to your service.  By utilizing rich and robust customer profiles generated by Customer Insights, call center agents can deliver not only personalized but also consistent interactions.

This also lends itself to more intelligent routing, which decreases response and resolution time to better match cases or calls with agent experience or skills.  Overall, Customer Insights lets you empower front-line employees to make informed decisions by providing a 360-degree view of the customer, which helps these service-focused employees understand the customer’s journey and also make calculated exceptions for high-value customers. 

Marketing

That 360-Degree view mentioned on the service side is even more powerful when used marketing to potential and current customers.  Customer Insights helps your marketing team understand customer expectations in the new normal and align customer experiences by unifying data that incorporate not only transactional and behavioral data but also brand affinity and interests. Meaning you can create more accurate and micro-targeted segments to better reach prospects and customers while optimizing campaigns and media spend. 

Customer Insights can not only really improve the ROI on your company’s marketing budget, but also help your company create meaningful content and curate dynamic customer experiences with the information gathered through this powerful consumer data platform (CDP).

If your company’s data is trapped in various locations with most of it unused, or you lack a single view of customers with real-time insights to inform business actions, you can rapidly drive value by deploying Dynamics 365 Customer Insights to unify data and create customer profiles.  This is especially helpful if your company has no specific “data” roles within.

Customer Insights is designed for any industry. The platform is also flexible enough to address companies of all sizes for both B2C and B2B customer profiles.  If you’d like to learn how Customer Insights can help your business thrive, reach out to us today.  

Jared Teed

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