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Microsoft Dynamics 365 Customer Insights

With the Customer Insights apps in the Dynamics 365 platform, you can automate, analyse and optimize everything around your marketing.

Dynamics 365 Customer Insights in a nutshell

You can use the two Dynamics 365 Customer Insights apps to set up, manage and automate all your marketing activities, and also gain an in-depth understanding of your customers. The Dynamics 365 Customer Insights – Journeys app, formerly known as Marketing, lets you automate your marketing activities, create customer journeys, manage events and design and run email campaigns. Dynamics 365 Customer Insights – Data, or “Customer Insights” for short, is a customer data platform (CDP) that gives you a 360º view of your customers by gathering and analysing data from a variety of sources.

What can you do with the Customer Insights – Journeys app?

Both apps are part of the ERP and CRM platform Microsoft Dynamics 365. This page zooms in on the Dynamics 365 Customer Insights – Journeys app, which provides solutions such as:

Data and insights

Customer Insights – Data is mainly designed to bring different data sources together for an overall picture of the situation. Customer Insights – Journeys also offers powerful data capabilities, but mainly provides insights from your marketing activities. This is critical in areas such as campaigns, customer engagement and customer journeys. Marketing performance metrics and targeted insights enable you to optimize current and future marketing initiatives.

Personalization

In today’s world, personalization is the key to marketing success, as well as one of the basic principles of Dynamics 365 Customer Insights – Journeys. You use data to fully personalize customer journeys, including across multiple channels. You can select or create your own event triggers for this. Generative AI makes it easier to create customized reports, images and quotations.

Integration with Data and other apps

Dynamics 365 Customer Insights – Journeys integrates seamlessly with other Dynamics applications, such as Customer Insights – Data, Sales, Customer Service and Customer Voice. This enables a free flow of information between marketing and sales, creating a uniform customer profile and ensuring optimal follow-up on leads. The app can function as a stand-alone marketing solution, or also as part of a full-fledged CRM platform in combination with other Dynamics apps.

Flexibility

Integrate your Customer Insights – Journeys with the Power Platform? You can configure the app and create new workflows to tailor the marketing software to your business processes and boost your marketing efficiency. For instance, you can create customer journeys that are not only automated, but also personalized based on customer behaviors, interactions and preferences.

Dynamics 365 Customer Insights

The benefits of Dynamics 365 Customer Insights – Journeys

The main benefits of Dynamics 365 Customer Insights – Journeys:

Design Optimal customer journeys, without having to code.
Create a uniform experience across all channels with a 360° view of your customer or lead.
Optimize and automate all your marketing processes.
Boost customer satisfaction, engagement, conversion rates and efficiency.
Integrations with other Microsoft and non-Microsoft software offer custom solutions and a single source of truth.
Stay compliant with laws and regulations such as the GDPR and accessibility directives.

A future-proof solution

Customer Insights – Journeys gives you a future-proof, in-house solution for effective, integrated and adaptive marketing. Add new users, scale up campaigns, process higher volumes of customer data, and more! Dynamics 365 offers extreme scalability, so your software always grows along with your organization. Thanks to integrations with software such as other Dynamics components, Power Platform, Microsoft Teams or Power BI, you also ensure that your marketing platform always meets your current needs.

Microsoft Dynamics 365 Customer Insights: FAQ

Is Dynamics 365 Customer Insights – Journeys the same as a CRM system?

Not exactly. A CRM system is software that enables businesses to manage customer information and improve customer relationships using a wide range of functionality, such as customer data and sales management, marketing automation and customer service. Many CRM platforms are modular: you only purchase the components you need. This is true of Dynamics 365 as well. Customer Insights – Journeys lets you manage and automate your marketing activities. Combined with other Dynamics apps, such as Customer Insights – Data, Sales and Customer Service, you can expand this into a full-fledged CRM system. We should add that in addition to a CRM system, you can also use Dynamics 365 to build a full-fledged ERP system, with apps like Finance and Supply Chain Management.

What’s the difference between the Customer Insights – Journeys and Data apps?

Both apps are part of the broader Microsoft Dynamics 365 platform. But the Customer Insights – Journeys app is a special solution for marketing management and automation, so your business can create more personalized customer journeys, design and implement campaigns, and more. Dynamics 365 Customer Insights – Data on the other hand is a customer data platform (CDP) that gathers data from different sources and merges and analyses them. The result: you enjoy detailed customer intelligence and predictive analytics. Conclusion? Customer Insights – Journeys emphasizes the management and automation of marketing activities, while Customer Insights – Data is more geared towards integrating and analysing customer data and generating useful insights.