Getting the best from your data with Dynamics 365 for Customer Insights

Getting the best from your data with Dynamics 365 for Customer Insights

Published by: Sinead Woods
Published date: 10th Dec 2019

Did you know?

  • 91% of consumers are more likely to engage with brands who recognise, remember and make relevant recommendations*
  • 81% of customers want companies to become familiar with them and have a firm understanding of when they should engage with them and when not to*

Data is key

Dynamics 365 for Customer Insights is the tool that allows you to unify your customer data into one place creating actionable insights for your business. Some of the biggest companies in the world such as Google and Facebook have even based their business models on how they collect and use customer data. To remain competitive, companies must look at using customer insight data collected using various platforms and developing meaningful strategies to target these customers.

However, gathering all the information can be challenging, not to mention costly as not all platforms store data in the same manner. That’s where Dynamics 365 for Customer Insights comes in – its an Azure based service that collects data from various endpoints and creates actionable insights.

So what exactly is Dynamics 365 for Customer Insights?

In todays’ highly competitive market your buyers are more informed and hold higher expectations than ever. This means that organisations must engage customers in meaningful and personal ways. Customers expect to be treated like individuals, who receive customised products and services which are delivered at their moment of need.

Forging an exceptional experience is a challenge, no matter what industry you compete in, but exceptional experiences are important to a consumer’s choice of and loyalty to a brand. With every interaction you engage in with one of your customers, be it a support call, an in-store purchase, an online purchase from your website, website interactions or even a registration to an event – all these engagements have the ability to provide valuable inputs. These insights will help you better understand your customer across their journey – be it marketing, sales or service. When centralised this data becomes a strategic asset, providing organisations with the intelligent insights they need to deliver personalised experiences, at the right time and using the right channel which in turn increases customer satisfaction.

Dynamics 365 Customer Insights unifies that customer data and provides the insights to enable organisations to deliver the personalised customer experiences. Additionally, the solution standardises the data and applies built-in AI to automatically match and merge the customer records into one comprehensive customer profile helping organisations realise the full potential of their customer data quickly. It is the only self-service solution that enriches customer data and lets organisations maintain full control over the customer data for data security, governance, and compliance.

Who will use Dynamics 365 Customer Insights?
Unlike the rest of the Dynamics 365 suite which targets departmental users Customer Insights is targeted to tech-savvy individuals. Users who understand and have worked with databases, data sources, tables and fields are the ideal profile. Customer Insights can help key personas in organisations realise the full potential of their Customer data across key business processes:

Business Users receive a comprehensive 360 view of their customers. These 360 views are infused with AI insights and can easily be embedded contextually right into the business process and applications such as dynamics 365 for Sales/Marketing/Customer Service. Business users can also adapt and extend these experiences using the Power Platform enabling them to trigger work flows based on customer interactions using Power Automate, draw deeper customer insights using Power BI or develop custom applications using Power Apps.

Business Analysts benefit greatly with the introduction of Customer Insights in an organisation. Customer Insights become the source of truth for an organisations data and insights allowing organisations to find or create high value customer segments. Customer intent can be predicted creating bridges for engagement when a customer needs your organisations services.

Data Administrator: Customer insights decreases time to value to bring together all unconnected data and then unify it. All this unconnected data can be mapped, matched and merged with ease, including transactional, observational, or behavioral data from various sources by using the built-in connectors. Dynamics 365 Customer Insights can create unique identifiers across the system where identifying keys do not exist.

Conclusion
There is no getting away from the fact that we are living in a world of data and our dependency on using this data effectively to reach customers will only increase over time. Those companies that invest in using customer insights will have a greater chance of succeeding for the future. Investment in the right people to create these insights will be crucial – it’s a particular set of skills that are required in order to properly gather, analyse and act on the data presented.

Codec, Microsoft Dynamics partner of the year (6 out of the last 7 years) are at the forefront of delivering Dynamics solutions to the Irish marketplace for over 8 years. Our skilled team of consultants can help your business to decipher the complexities of the Dynamics 365 for Customer Insights solution and help you to drive your customer engagement in a meaningful way.

To find out more to register your interest in coming to the next Discover Workshop: Customer Insights, please click here.

Discovery Workshop: Customer Insights
Register your interest in attending a hands-on workshop in Microsoft HQ to discover what Dynamics 365 for Customer Insights has to offer. As our blog points out, D365 for customer insights is most suitable for tech savvy business users/business analysts or data administrators interested in learning how to use the technology effectively. Register your interest using the link below.

Register your Interest

About the Author

John is a certified Microsoft Dynamics 365 pre-sales consultant with Codec, experienced in delivering solutions around the D365 platform with a keen interest in sharing his knowledge around the newest technologies within the Dynamics suite. John’s LinkedIn profile

*Accenture