Dynamics 365 Customer Insights - Simply Explained

Description

A customer buys from your company, signs up for emails, downloads a guide, visits your website, and later contacts support. How much of that history can the employee speaking with them actually see? In many organizations, Sales sees one piece of the relationship, Customer Service sees another, Marketing owns engagement information, and website behavior sits somewhere else entirely. Dynamics 365 Customer Insights is designed to bring those pieces closer together so organizations can understand the customer more completely and communicate based on that context. In this episode of Microsoft Knowledge Nuggets on M365 FM, we explain the two major parts of Dynamics 365 Customer Insights—Customer Insights - Data and Customer Insights - Journeys—and follow customer information from disconnected records through unified profiles, segments, journeys, triggers, personalization, consent, analytics, and human follow-up.WHY CUSTOMER DATA BECOMES FRAGMENTEDCustomers do not think about your organization as separate applications and departments. They simply interact with your business. They purchase something, request information, visit your website, open an email, speak with Sales, or contact Support. Internally, however, every interaction can land somewhere different. Dynamics 365 Sales may contain the opportunity. Customer Service may contain the support case. An ecommerce platform records purchases. A website records form submissions and browsing behavior, while marketing systems track emails and other interactions. The result is one customer with multiple disconnected versions of their story. Customer Insights is intended to make that customer story easier to understand and use.WHAT DYNAMICS 365 CUSTOMER INSIGHTS ACTUALLY ISDynamics 365 Customer Insights helps organizations understand customers and use that understanding to provide more relevant communication. That broad definition makes more sense when Customer Insights is separated into its two major building blocks: Customer Insights - Data and Customer Insights - Journeys