What is Microsoft Dynamics 365 Customer Insights?
Your customer’s needs should be at the heart of everything, but how can this be possible if you do not truly understand your customer?
With Microsoft Dynamics 365 Customer Insights, businesses can better understand the behaviour, needs and wants of customers, from one comprehensive solution. Customer Insights gathers data from across multiple channels including campaign responses, loyalty redemptions, social engagement, customer service interactions, etc, to provide you with a 360-degree view of your customer base like never before.
Within this blog, we explore more about Customer Insights and the benefits and features it brings…
Key Benefits and Functionality
Gain insight into your customer base
As the name suggests, Customer Insights provides a 360-degree view of your customers across each touchpoint in real-time. Using built in connectors, the solution ensures that all your relevant customer data is kept up to date and is presented in an individual profile. Each customer profile is strengthened with general audience data, market trends and customer feedback to provide your teams with an overall picture.
Create action plans
Customer Insights provides recommendations for actions based on AI and machine learning templates. These recommendations come in the form of suggested next steps, replies, conversation points and product suggestions to maximise on up-selling or cross-selling opportunities.
Personalise Customer Experience
Using the 360-degree customer profiles, your team can personalise their service to ensure they are delivering a best-in-class experience to all customers.
Improve your products and services
By utilising the information in your customer profiles, segment insights and buying/engagement treads you will easily be able to identify which areas are working well and which require more attention. You can also identify and monitor market trends and adapt your products and services as a result.
As a Microsoft product, the Customer Insights interface will feel familiar to those who work or who have previously worked with other products within the Microsoft eco-system.
Enhance efficiency across departments
Customer Insights can benefit multiple departments and is not limited to Customer Service. For example, Sales Teams can identify which customers have gone cold or are at risk of leaving, so you can react accordingly. The Marketing department can identify clear customer markets and segments. Use this data to identify to inform your marketing strategies and determine the best-suited offers, promotions, etc.
Businesses can extend Customer Insights by integrating with the Power Platform:
- Build custom apps with embedded customer insights using Power Apps Use Power
- Trigger workflows based on customer actions and signals using Power Automate.
- Interrogate data further and visualise this data in reports and dashboards in Power BI
On top of this, Dynamics 365 Customer Voice includes built-in integration with Dynamics 365 Customer Insights. When receiving an alert, business users can view a 360-degree customer profile based on the customer data aggregated in Dynamics 365 Customer Insights.