Harness the Power of Customer Data with Dynamics 365 Customer Insights

At The CRM Team, we understand how vital it is to connect the dots across customer interactions. That is why we are excited about the transformative impact of Dynamics 365 Customer Insights, a platform that allows businesses to gather, analyse, and act on customer data like never before. By integrating data from multiple sources into a single, unified view, Dynamics 365 Customer Insights empowers companies to create more personalized marketing strategies.

Here is how it is revolutionizing the business landscape.

Unifying Customer Data for a Complete Picture

One of the biggest challenges businesses faces is fragmented data. Customer information is often scattered across various systems—CRM, email marketing platforms, e-commerce sites, and social media channels, to name a few. This fragmentation makes it difficult to get a holistic view of each customer.

Dynamics 365 Customer Insights solves this problem by pulling data from multiple sources and centralizing it in one place. Whether it is transactional data, behavioural data, or demographic information, the platform unifies everything, giving businesses a complete 360-degree view of each customer. This unified data allows companies to better understand customer preferences, purchase behaviour, and engagement patterns.

For more information on how to improve customer data management, check out Microsoft’s detailed guide on customer relationship management (CRM).

Turning Data into Actionable Insights

Having data is one thing but turning that data into actionable insights is where the real power lies. Dynamics 365 Customer Insights uses AI and machine learning to analyse customer data and generate predictions that can help businesses make informed decisions.

For example, the platform can predict which customers are most likely to churn, allowing businesses to proactively address potential issues. It can also identify the best time to reach out to a customer or recommend the most relevant products based on previous behaviours. With these insights at their fingertips, businesses can personalize their marketing efforts and improve customer experiences in a way that resonates with their audience.

Enhancing Customer Experiences through Personalization

Customers today expect personalized experiences. 80% of customers are more likely to purchase from a company that offers personalized experiences. With Dynamics 365 Customer Insights, businesses can tailor their marketing efforts to individual customers, ensuring that each interaction is relevant and timely.

By using the platform’s predictive insights, businesses can send personalized product recommendations, tailored email campaigns, and targeted offers. This level of personalization not only enhances customer satisfaction but also increases loyalty and drives repeat business.

Empowering Your Marketing Strategy

A data-driven marketing strategy is no longer a luxury, it is a necessity. Dynamics 365 Customer Insights enables businesses to build marketing campaigns based on data-driven insights, ensuring that every message, offer, and interaction is backed by real customer information.

With this powerful tool, businesses can segment their audiences more effectively, optimize customer journeys, and deliver the right message at the right time. Whether you are looking to drive customer acquisition, increase retention, or boost engagement, Dynamics 365 Customer Insights gives you the data-driven foundation you need to succeed.

Getting Started with Dynamics 365 Customer Insights

At The CRM Team, we know that the power of customer data is clear, but unlocking its full potential requires the right tools. Dynamics 365 Customer Insights offers businesses the ability to utterly understand their customers, predict their needs, and create personalized experiences that drive loyalty and growth.

Dynamics 365 Customer Insights is the answer you have been seeking if you are prepared to leverage customer data and elevate your marketing strategy.

To learn more about how this powerful platform can transform your business, contact us for more information.

Explore how AI and Microsoft Dynamics 365 transform sales procedures.

The sales sector is advancing at an unprecedented pace, driven by technological progress and evolving consumer preferences. As businesses strive to stay competitive, they must adapt their sales strategies to meet the demands of the digital age.

Artificial Intelligence, coupled with Microsoft Dynamics 365, is transforming the operations of sales professionals. They aid in customer engagement, enhance sales management, and boost revenue.

AI and Microsoft Dynamics 365 are changing the way sales professionals operate. They assist in captivating clients and handling sales more efficiently, resulting in enhanced earnings.

At The CRM Team, we assist businesses in effectively utilising these tools. Our goal is to improve sales processes, drive growth, and enhance customer experiences.

The Power of AI in Sales: Automating, Analyzing, and Elevating Performance

AI is changing sales by automating tasks, analyzing customer data, and giving insights for better decisions. Sales professionals will spend less time on paperwork and more time on important customer-focused tasks. AI assists sales teams in better connecting with potential customers and existing clients by analyzing data in real time. This assists them in sealing agreements and establishing robust connections.

AI in sales uses predictive analytics to predict sales trends, find potential leads, and understand customer needs. It aids businesses in enhancing their decision-making processes.

AI can study buying habits and online behaviour data to predict what products or services customers like. This enables sales teams to personalize their outreach, delivering tailored offers and recommendations that increase the likelihood of conversion.

Artificial intelligence is pivotal in lead scoring, assisting sales teams in focusing on potential deals for closure. It assists sales teams by evaluating leads through criteria such as engagement history and purchase intent. Consequently, teams can concentrate on prospects with higher value, optimizing time and enhancing their likelihood of success. This streamlines the sales process and enables businesses to engage with the right customers at the opportune moment.

AI assists sales management by automating various tasks such as data entry, follow-ups, and scheduling sales calls. This automation ultimately leads to increased efficiency in the sales process. This automation not only saves time but also minimizes errors, enabling sales professionals to focus on profit-enhancing activities. AI handles tough tasks, allowing sales teams to focus more on building strong customer relationships and increasing sales.

Image by Alissaa

Personalizing Customer Journeys with AI: Turning Data into Meaningful Engagements

In the competitive landscape of today’s market, personalization stands out as a crucial factor. Artificial Intelligence (AI) is empowering businesses to offer personalized experiences that truly connect with their prospective customers.

AI assists sales teams by examining customer data such as purchases and contact information. It offers understanding to customize communication and strategy. Such personalized strategies not only improve customer satisfaction but also foster loyalty and boost conversion rates.

Personalizing the customer experience involves understanding the unique preferences of each customer. This means offering the right products or services and delivering the correct message at the best time.

AI tools aid salespeople in developing a more profound comprehension of their customers. They are capable of predicting potential purchase opportunities for customers.

Moreover, these tools uncover customer inclinations towards particular promotions. They also empower sales representatives to interact with customers genuinely and individually. By leveraging AI to craft personalized experiences, businesses can convert potential clients into loyal customers and promote continuous expansion.

Artificial Intelligence can analyze a customer’s previous engagements with a brand, encompassing their browsing habits and purchasing history. This information can be leveraged to develop tailored marketing initiatives. Personalizing these campaigns to align with the distinct tastes of each customer increases the likelihood of a successful transaction. By delivering personalized experiences at every touchpoint, businesses can create stronger connections with their customers and enhance their overall brand experience.

Microsoft Dynamics 365: Empowering Sales Teams with Data-Driven Insights

Microsoft Dynamics 365 is leading the charge in the revolutionary harnessing of AI to transform and enhance sales processes. This powerful platform seamlessly integrates essential AI-driven tools, effectively optimizing the entire sales cycle. By harnessing the capabilities of AI, Microsoft Dynamics 365 empowers sales professionals to elevate customer relationships, drive sales growth, and enhance overall productivity.

Sales teams utilizing Dynamics 365 benefit from comprehensive, real-time access to customer data. This includes essential details like contact information, purchase history, and records of previous interactions. This unified view equips sales professionals to tailor personalized sales strategies according to specific customer needs and preferences, ultimately elevating the overall customer experience.

Microsoft Dynamics 365 helps sales teams by giving them up-to-date information and tools to analyze data, allowing them to make fast and informed choices.

Sales professionals can preserve their competitive advantage by monitoring performance metrics, understanding customer trends, and improving forecasting accuracy.

This helps them improve sales strategies, find new opportunities, and use data to make decisions that lead to growth and profits.

Microsoft Dynamics 365 makes it easier for sales managers to do their job by doing tasks automatically. It also works well with popular tools such as Outlook, Teams, and Power BI.

This not only enhances collaboration and teamwork, but also ensures that sales teams have the essential resources to thrive. Beyond managing customer information, Dynamics 365 amplifies customer engagement by offering a suite of tools to deliver exceptional service at every stage of the customer journey, providing tailored experiences and streamlined processes.

Businesses employing Microsoft Dynamics 365 and AI can boost their sales by automating operations, aggregating client data from diverse sources, and refining lead scoring and data evaluation.

The future of sales success lies in embracing AI and unlocking the full potential of Microsoft Dynamics 365 to create compelling, personalized experiences for customers, unearth new opportunities, and drive sustained growth and competitive edge.

The CRM Team is dedicated to helping businesses use AI to improve how they interact with customers, increase sales, and make more money. Businesses can use AI and Microsoft Dynamics 365 together to grow and succeed in today’s changing sales world. We stand prepared to help enterprises refresh their sales tactics and thrive in this contemporary age.

Yolani Williams is the marketing assistant manager at The CRM Team. Yolani holds a qualification in Strategic Corporate Communication from the University of Johannesburg and has 4 years of relevant experience in the marketing field.

The Role of the Business Analysis Process in Successful Project Delivery

The Business Analysis Benchmark Report by PMI indicates that organisations with strong business analysis practices have higher levels of stakeholder satisfaction. This is attributed to the ability of business analysts to effectively engage stakeholders, elicit their needs, and ensure project deliverables align with their expectations. Business analysis plays a crucial role in project delivery by ensuring a clear understanding of requirements, effective engagement with stakeholders, and identification and mitigation of potential risks. Organisations that prioritise and invest in robust business analysis practices significantly enhance their chances of accomplishing successful project outcomes.

In project delivery, business analysis is vital and contributes significantly to successful project outcomes. It involves identifying, analysing, and communicating business needs and requirements to ensure that projects align with strategic aims and deliver value to stakeholders. In this article, Zelda Marais, a Delivery Manager at The CRM Team, sheds light on the significance of business analysis in project delivery and its contributions to achieving successful outcomes. Additionally, she emphasises the crucial role of Delivery Managers in facilitating the business analysis process along with skilled technical team members  throughout the entire project lifecycle.

The Role of a Delivery Manager in Project Delivery

The role of a Delivery Manager in facilitating the business analysis process along with skilled technical team members throughout the project lifecycle is paramount to ensure successful project outcomes. A Delivery Manager acts as a bridge between the business and technical teams, easing effective communication and aligning project goals.

Firstly, the Delivery Manager works closely with Business Analysts during the planning phase, understanding the project goals, scope, and requirements. They collaborate in defining clear project deliverables and timelines, ensuring that the business analysis process aligns with the overall project plan.

During the requirements gathering and envisioning phase, the Delivery Manager supports Business Analysts by supplying necessary resources and facilitating stakeholder engagement. They help prioritise requirements based on business impact and work towards resolving any conflicts or ambiguities that may arise.

Throughout the solution design and validation phase, the Delivery Manager collaborates with Business Analysts to ensure that the proposed solutions align with the business needs and technical feasibility. They facilitate discussions between the business and technical teams, resolving any conflicts and helping to make informed decisions.

As the project progresses to the solution implementation and evaluation phase, the Delivery Manager continues to support Business Analysts by coordinating with the development team and monitoring progress. They ensure that the solution is delivered according to the requirements and address any challenges that may arise during implementation.

Furthermore, the Delivery Manager acts as an advocate for the Business Analysts, ensuring that their expertise and contributions are recognised and valued within the project team. They provide guidance, mentorship, and support to Business Analysts, promoting their professional growth and development.

Importance of Business Analysis in Successful Project Delivery

Business analysis is the foundation of successful project delivery. “The key to successful business analysis is obtaining accurate information. Without conducting a proper analysis, you will not have a clear understanding of the specific process with which you are dealing. You will only have a vague idea of the requirements, making it difficult to know what exactly needs to be done. The business analysis adds more details and clarity to these requirements, giving you a more direct path to work with and ensuring successful outcomes.” Zelda explains.

“During the business analysis phase, it is essential to ask the right questions. When a client expresses a need or requirement, it is crucial to delve deeper to obtain the necessary information. For example, if they mention needing a notification, it is important to inquire about the frequency of notifications. Additionally, it is essential to ask about specific details such as the desired appearance and whether they require images or visuals, as clients may not initially consider mentioning these aspects. However, as a business analyst, it is important to gather all relevant information to ensure that the work can be effectively executed.” Zelda further explains.

Business analysis enables organisations to align their projects with strategic goals, identify potential risks, and make informed decisions. By conducting thorough requirements gathering and analysis, business analysts ensure that the project objectives are clearly defined and understood by all stakeholders. This, in turn, minimises the chances of scope creep and helps in delivering projects within the defined period and budget.

Effective business analysis enhances stakeholder engagement and fosters collaboration among different teams involved in the project. Research proves that, in the long term, effective stakeholder engagement is good for any business. Organisations with a greater awareness of stakeholder interests and higher stakeholder engagement patterns are more likely to avoid crisis, simply because they’re in a better position to leverage opportunities and anticipate risks. Several compelling studies across industries on the impact of good stakeholder relations demonstrate that, over time, organisations focusing on building stakeholder trust are more resilient across indicators of value such as financial resilience, sales, cost reduction, time to market and control of operating costs. By actively involving stakeholders throughout the analysis process, business analysts ensure that their perspectives are considered, and their requirements are addressed. This collaborative approach not only improves the quality of project deliverables but also increases stakeholder satisfaction.  

The Business Analysis Process

The business analysis process encompasses several crucial phases that enable a structured and thorough approach to project delivery. These phases begin with planning and scoping, where project objectives are defined, stakeholders are identified, and the analysis scope is established. Collaboration between business analysts, project managers, and stakeholders ensures a clear roadmap for the analysis process.

The next phase involves requirements gathering and analysis. Business analysts utilise various techniques such as interviews, workshops, and document analysis to collect information from stakeholders. They thoroughly analyse the gathered requirements, identify any gaps or inconsistencies, and prioritise them based on their impact on the project objectives.

Moving forward, the solution design and validation phase come into play. Here, business analysts collaborate with technical teams to devise and validate potential solutions. They create detailed functional and non-functional requirements, develop prototypes, and conduct user acceptance testing to ensure that the proposed solutions align with the business needs.

Lastly, in the solution implementation and evaluation phase, business analysts closely cooperate with the development team to ensure a successful implementation of the chosen solution. They monitor the implementation process, evaluate the solution’s performance, and make necessary adjustments or improvements to optimise its effectiveness.

These well-defined phases of the business analysis process ensure a systematic and comprehensive approach to project requirements gathering, analysis, solution design, and implementation, leading to successful project delivery.

As organisations continue to navigate complex and ever-changing business environments, the role of business analysis in project delivery will become even more critical. By leveraging the power of business analysis, organisations can ensure successful project outcomes, minimise risks, and maximise stakeholder satisfaction.

Business analysts, armed with the right skills, competencies, and tools, will play a crucial role in driving business transformation and innovation. Their ability to identify and understand stakeholder needs, analyse complex business processes, and recommend effective solutions will be instrumental in shaping the future of project delivery.

Get ready to revolutionise sales, marketing and CX with AI

There’s no holding back the tide of next-generation AI, and organisations need to start embracing it to stay ahead of the competition and meet consumer expectations.

This is according to Paul Mulder, a Senior Solution Sales Professional at The CRM Team, a leading Microsoft Solutions Partner.

He says new AI technologies such as OpenAI’s ChatGPT and Google Bard AI are fast approaching the peak of inflated expectations in the Gartner Hype Cycle and have heightened consumer expectations of what is possible using Generative AI. Mulder says: “The exposure and experience consumers are now having with Generative AI is making them accustomed to it, so when they go into a work environment or engage with a service provider, their frame of reference is built around consumer-based AI experience.”

Generative AI is offering consumers personalised, relevant content at the click of a button. While not all information presented by generative AI is 100% accurate, and legislation around copyright issues has yet to be formalised, consumers are now witnessing the speed and convenience AI can offer.

“At the peak of the Gartner Hype Cycle, people start demanding more and wanting a richer experience. Once over the top of the curve, a down trend starts, and leads to a point where we find place for AI within our lives.”

“Now the question arises – what can we do with AI? There are issues such as copyrighted materials – we need to determine who coaches the system to not return values which infringe on people’s copyright. Maturity, legislation and the concept of responsible AI are necessary, but in line with Moore’s Law, AI is developing faster than we can keep track of or legislate. The reason for this is that it’s consumer driven, it’s people on the street going to companies and saying ‘I have seen it, I want it’.”

Getting ready to reinvent CX

Mulder says organisations must now work to keep up with the evolution of change to deliver the level of engagement and immersive experiences consumers are demanding.

In the consumer world, the likes of Google AI-powered Search and Performance Max, Meta’s Advantage+ are already redefining our AI experience and in the business world Microsoft AI such as Copilot will help meet changing expectations and revolutionise how enterprises operate and engage with customers, he says. Microsoft Dynamics 365 Copilot in Sales and Viva Sales, Dynamics 365 Customer Service, Dynamics 365 Customer Insights and Dynamics 365 Marketing brings Generative AI to every line of business.

“Organisations need to get ready to take AI to the next level of detail to deliver generative experiences able to provide the right advertising and engagement to the consumer, at the right time,” Mulder says.

“In enterprise systems this is playing out through several interfaces. For example, in sales, marketing and customer experience, Copilot is a technology sitting across those domains, gathering information in the back end and assimilating it, to provide very relevant information to the person engaging with the content. So, if you are a salesperson, you want to know the person you are engaging with previously purchased x, as well as their demographic, how they engaged with the company in the past, and how they engaged on social media, you could write a natural language query to Copilot which would return a natural language synopsis of what you had asked. Copilot brings it together and says: ‘This customer insured a household appliance with us last month, but his structural coverage isn’t with us, so we could bring that into our portfolio too’. Copilot will build an appropriate quote for you or structure highly relevant messaging and content for you to incubate or engage in a more immersive way with that customer.”

He notes that early efforts to gain a 360-degree view of the customer were too slow and required multiple engagements with the customer to bring it all together. With Generative AI, organisations can redefine the customer experience by instantly bringing together customer information and understanding the situational context of the conversation sales is having with a customer. AI gives salespeople the opportunity to immerse themselves in the customer’s journey to purchase, not only to influence it, but to actually participate in it…real time.  

The immersion into the customer journey starts from our very first interaction, “In marketing, Copilot could pull a person’s behaviour within the framework of privacy, across social media, emails they opened, and rich information on their online behaviour, Copilot assimilates this information and then guides the marketer to help consumers make their next best purchase decision. It offers intelligent segmentation of people with common attributes beyond their demographic – such as hobbies and sports they are interested in. Copilot suggests to marketers more relevant ways of engaging with the customer.”

To support sales, Generative AI will help form the necessary human connections. “As marketing organisations, we have always known that relationships between people are fundamental, and word of mouth is powerful. LinkedIn Sales Navigator will look at networks of connections, offering the ability to say ‘I want to connect with a certain person, what key areas of interest allow me to do so? Who in their network can connect me to them and enable us to exploit that?’. Generative AI also supports a better employee experience, empowering employees and helping organisations to become employers of choice.”

He notes that while consumer Generative AI may make mistakes, enterprise grade AI is less likely to. “There’s a distinction between AI in the public domain and within a business. Within a business, these AI tools only have access to controlled areas using qualified data. The benefits far outweigh the downsides and are more controllable in a corporate environment. However, there is still a responsibility on companies to take the suggestions made by a machine and validate that they are true,” he says.

Mulder believes those organisations that will get ahead in future and live up to consumer expectations are those that embrace next-generation AI now. Machines are starting to mimic humans, “it’s coming, and you can’t hold back the tide,” he says.

Paul Mulder

Paul is a Senior Solutions Sales Professional at The CRM Team, where he brings his wealth of experience, passion for technology, and commitment to making a positive impact to the team. With his expertise in sales and his forward-thinking mindset, Paul is well-equipped to help clients navigate the ever-changing digital transformation landscape and drive meaningful results. 

Artificial Intelligence (AI):
6 trends to watch for in 2023

In 2023, some fascinating artificial intelligence trends may be able to show tangible growth, according to artificial intelligence trendsetters.

IoT and AI will lead to more advanced devices

2022 was a year of tremendous interest in the subject. There will be no difference in 2023; the world will be more reliant on smart devices.

While artificial intelligence and the Internet of Things (IoT) appear to be separate topics, combined, they can significantly enhance business outcomes. Technology experts consider both technologies an opportunity for innovation, product improvement, and competitive advantage.

An Insight into 2023’s AI Technology Transformations

AI technology trends in 2023 will leave both industry and consumers intrigued. One thing is certain: artificial intelligence has limitless potential. According to Sundar Pichai, the CEO of Alphabet (Google), “AI will have a greater impact on humanity than fire, electricity, and the internet.” The possibilities are endless, from personalized marketing to remote documentation.

In the midst of the technological revolution, industries worldwide are undergoing digital transformations. According to International Data Corporation (IDC) research, artificial intelligence spending will surpass $500 billion globally by 2023. Every sector and the world at large will be reshaped by AI’s widespread applications.

Below are some major trends in 2023 that will have a lasting impact:

Customer Engagement Trends

Brands are built on the success of their customer service. Instead of it being a responsive measure to deal with complaints, companies are learning to take personalised, empathetic customer care right to the heart of everything they do. This comes at the right time because customer expectations for hyper-personalised service from businesses continue to increase.

Winning the trust and loyalty of customers depends on how well businesses across every industry utilise their customer data and empower their teams to make every digital and physical engagement matter.

We are here to help you explore the art of customer service and engagement. We understand the importance of creating a more unified, intelligent data ecosystem to spark innovation across customer service teams. As your customers’ needs evolve, we can partner with you to turn every customer interaction into an opportunity to delight.

Create outstanding experiences in the moments that matter

Gaining a customer for life happens when organisations make every interaction matter. Whether that is reacting efficiently to a customer query, complaint, or need, or proactively taking steps to offer a new product or service. The key is to personalise the experience. Better understand your customers to create personalised journeys and lasting brand loyalty.

Demand for this bespoke treatment has increased. Today’s expectations are for hyper-personalisation across all channels of engagement between the customer and organisation. This move towards an omnichannel model has increased the scope in which companies can reach customers in new ways.

Where should a business start in this vast landscape of customer touchpoints to craft a personalisation strategy that leads to customer delight and long-term loyalty? Let us examine this now.

Understand your customers

It takes 12 positive customer experiences to negate the poor impression left behind from a single unpleasant experience. There is no margin for error when it comes to delivering customer care. A crowded marketplace of competitors, coupled with the number of digital channels open to consumers to voice their opinions and experiences with brands (both positive and negative) means that a single missed opportunity to delight a customer can have a significant impact on your brand reputation.

Employees use data to personalise the experience of the customer. The goal is to make every customer feel that the service they are receiving is 100 percent customised to them. However, this is not always achievable due to time and budget constraints.

Instead, a crucial step is to analyse your own data estate. From your customer relationship management (CRM) system to social channels and customer engagement (CE) platforms. Integrating this data for analysis with a Customer Data Platform (CDP) can help to surface rich insight by creating a single customer view that generates individualised personas.

Predicting customer behaviours using these data-driven personas can allow businesses to segment their customers more effectively in order to better align customer treatment strategies.

Embrace omnichannel experiences

The ways that customers engage with your business continue to expand. This offers a huge opportunity to benefit from the increased customer data flowing into your business.

Unifying this data into a consolidated customer profile that can carry across any customer touchpoint is fundamental to business personalisation efforts. As a result, conversations are more targeted and relevant. Additionally, customer service agents gain a greater understanding of the events leading up to a customer interaction if this unified omnichannel profile is accessible and properly collated.

Make the most of innovation to personalise

AI adoption for customer service has been widespread. However, its full potential to drive personalisation lies beyond the simple Q&A functionality that has become a popular standard.

Conversational AI’s ability to learn about customer interests and preferences, and then re-engage with personalised product recommendations at key stages of the buying process has become a key personalisation capability for companies to adopt.

The more simplistic virtual assistant functionality also has its place. For example, where customers need to action more simple tasks, such as getting an update on an order status. These systems complement the more complex analytical use cases. AI should be thought of as augmenting existing processes that extend the consistency of your company identity.

Personalise – but do not overdo it

It can be a fine line to tread between providing a customer with bespoke service and appearing to be compromising their privacy. Location-based personalisation techniques such as offers/greetings sent to apps on consumers’ phones when they pass by a store can come off as invasive.

At the same time, be as transparent as possible when it comes to informing consumers about how and why their data is used. Regulations like GDPR (General Data Protection Regulation) have helped created industry standards for this. However, companies can always look to bolster trust with their own in-house messaging and policy statements.

Do not lose the human touch

The capabilities of AI and data analytics are crucial to developing the insights necessary for understanding customers, building profiles, and offering bespoke offers and interactions.

However, businesses should not over-rely on these automated capabilities. The moments that matter are often those of one-on-one human connection. Take time to establish a comprehensive culture of communication that is agile to change. This is essential to empower your customer service agents with the empathetic skills they need to help find resolutions for customers that are personal and valued.

Personalise your customer’s experiences

The ways that personalisation will be felt across customer service will continue to evolve. Either from ongoing trends of increasing digital touchpoints or unexpected factors. Being agile to change is key.

We work with customers across industries to implement modular solutions that fit into existing customer service ecosystems to unlock new personalisation capabilities.

Why use Dynamics 365?

Align sales and marketing

Sales and marketing components can work together to help you better understand a customer’s needs and address those needs through the right marketing channels. Some of the ways these two functions can work together to help you are:

• Connecting with buyers at the right time and through their preferred channels
• Determining what types of messages to send to customers and when to deliver them.
• Prioritising and nurturing the right leads, ensuring a smooth hand-off from marketing to sales.

Increase sales productivity

The right CRM software allows your sales team to find, prioritise the right leads, and deliver insights on when and where your sales teams engage with customers. These systems can work together to:

• Predict future sales and budgets so you can plan accordingly.
• Help your agents streamline the sales process—from initial contact to closing the deal.
• Have client data centralised so that agents have access to real-time information and can deliver solutions quicker.
• Offer your sales staff mobility options that work across browsers and devices.

Build better customer relationships

Bringing customer service and sales together helps you determine and predict your customers’ preferences and makes it easier for your buyers to interact and trust doing business with you. When these two solutions combine, they can help you:

• Get insights into your customers’ journey so you can meet their expectations.
• Provide mobile applications for your clients and staff no matter what device they are using.
• Offer customers an easy-to-use, self-service portal so they can be in control of their data and quickly find answers to their questions.

Get an end-to-end view of your customers

Turn data into insights to keep your current customers happy or connect with new prospects. Other benefits include the ability to:

• Track past customer sales and purchase history.
• Offer benefits to loyal customers.
• Identify future leads.

Use a common platform

CRM takes disparate customer relationship software functions and brings them all together for seamless management. Other common platform benefits are:

• Customisable dashboards that offer up-to-date business intelligence.
• Centralised customer data, whether it is on-premises or in the cloud.
• Options that enable growth into other global markets.
• Easy integration with other software solutions.

Get visibility into customers

The more you know your customer’s preferences, the more likely you are to gain their trust and, eventually, their loyalty. Giving your team visibility into what makes customers tick will give you the inside edge over the competition. Put the customer at the centre of your business with CRM software that helps you:

• Create customised messages for customers according to their needs.
• Set up prompts so agents (in the office and field) know how often a customer has been contacted and what information they have received.
• Learn about how customers prefer to be contacted: social, email, text, or phone.

Offer customer portals

Online self-service portals put customers in control of their data, help them learn about product information, and let them track account activity. Companies have grown to realise that as vital as it is to provide their staff with an online company portal, offering it to clients makes it easier to engage with them as well. Here are three other reasons why customer portals for clients make sense:

• Clients can create and review requests. Whether it is a request for support or order information, you can set up your client portal, so your customers get quick and easy answers. It also cuts down on the number of times that they have to reach out to you to troubleshoot issues.
• Your customers take charge of their data. Put your customers in charge of updating their own information. Not only will their data be more accurate, but you will also be able to take client data management off your staff’s to-do list.
• Automated contact. Contact form information used to be dumped into a database, waiting to be accessed by staff when they needed it. You can now automate contact forms for quick customer response, and to kick off nurture campaigns and workflows, too.

Marketing: Improve your customers’ journey

Generate multichannel marketing campaigns, nurture sales-ready leads, and align your sales and marketing teams with planning and tracking tools that integrate with your existing apps and services.