Dynamics 365 Customer Insights Journeys - Simply Explained

Description

What exactly is Dynamics 365 Customer Insights - Journeys? Is it simply Microsoft's tool for sending marketing emails, or is it something much larger? In many organizations, Marketing sends emails from one system, Sales manages opportunities somewhere else, website forms create another collection of customer information, and Customer Service maintains its own history. The result is a fragmented customer conversation where messages arrive too late, customers receive irrelevant information, and employees cannot see what other teams have already done. Dynamics 365 Customer Insights - Journeys connects customer information, communication, customer actions, and business processes so organizations can decide who should hear from them, what message they should receive, and when that message should arrive.WHY BUSINESSES NEED CUSTOMER INSIGHTS - JOURNEYSCustomers do not experience your organization as separate departments. They experience one company. They do not care that Marketing uses one application, Sales works in Dynamics 365 Sales, Customer Service manages cases somewhere else, and the website has another system behind it. But disconnected systems create disconnected communication. Somebody downloads information about one product and receives a generic email promoting something completely different. A prospect books a demonstration online and then receives another message asking them to book a demonstration. A salesperson calls somebody without realizing that person already submitted a detailed request. None of these experiences necessarily happen because employees are careless. They happen because information is scattered and people cannot manually react quickly enough. Customer Insights - Journeys provides a connected system for planning customer communication around the customer's situation rather than around whichever campaign a department happens to be running.FROM MASS COMMUNICATION TO THE NEXT SENSIBLE MESSAGEThe objective is not simply to send more messages. It is to determine the next sensible message. Ima