Everything You Need to Know About Dynamics 365 Customer Insights

Suppose your organization has a huge repository of customer data but all this data is scattered, and you are not able to organize or integrate them to understand your customers’ requirements and preferences in a better way. And thus, you are not able to cash in on this huge database to attain overall customer satisfaction.

But here comes into play Dynamics 365 Customer Insights to help your organization deliver exceptional customer experiences. So, cutting to the chase, let’s get into the details of Dynamics 365 Customer Insights.

But before we get into the details of Dynamics 365 Customer Insights, let’s have a look at the following data:

Current customers spend 67% more on average than those who are new to a business. [Business.com]

Brands that have mastered customer engagement were 41% more likely to report their conversion rates as “much higher” compared to the previous year. [Twilio]

81% of surveyed customers state customer experience as a competitive differentiator. [SuperOffice]

What is Dynamics 365 Customer Insights?

A part of the Dynamics CRM suite, Dynamics 365 Customer Insights is a powerful customer data platform (CDP) and analytics tool provided by Microsoft. It enables businesses to unify data from various sources and derive valuable insights. Here’s what you need to know:

1. Unifying Data

Customer Insights allows you to bring together data from different systems, including operational data, IoT data, and customer interactions.

2. Holistic Customer View

By combining data, you gain a comprehensive view of your customers. This unified view helps you understand their behavior, preferences, and needs.

3. Personalized Experiences

With these insights, you can create personalized customer experiences across sales, marketing, and service teams.

4. Real-Time Insights

The platform provides unmatched time-to-insight, allowing you to make informed decisions based on up-to-date data.

5. Predictive Insights

By connecting data from various transactional, behavioral, and observational sources, you can create a 360-degree customer view. These insights help drive customer-centric experiences and processes.

6. Boosted Productivity

Dynamics 365 Customer Insights streamlines processes, allowing you to engage with customers more effectively and improve overall productivity.

Whether you’re looking to enhance customer journeys or boost business productivity, Dynamics 365 Customer Insights is a valuable resource for customer-facing teams.

Remember, it’s a versatile solution that empowers businesses to deliver connected customer experiences across marketing, sales, and service teams.

How many Components does Dynamics 365 Customer Insights Include?

Dynamics 365 Customer Insights consists of two main components:

1. Customer Insights Data

This component unites customer data from various sources, creating a unified view of customers. It allows you to build segments, analyze data, and gain insights into customer behavior.

2. Customer Insights Journeys

Previously known as Dynamics 365 Marketing, this component can create and manage customer journeys in real-time. It enables personalized, responsive, and connected experiences across sales, marketing, and service teams.

What are the Key Features of Customer Insights Data?

Dynamics 365 Customer Insights is a powerful toolkit designed to optimize the customer journey. Here are some key features:

1. 360-Degree Customer View

Gain a comprehensive understanding of your customers by unifying transactional, behavioral, and observational data. This holistic view helps drive customer-centric experiences and processes.

2. Real-Time Data Integration

Unify customer data with operational and IoT data in real-time. This integration provides unmatched time-to-insight, allowing you to make informed decisions.

3. Enrichment with Partner Data

Enhance customer profiles by enriching them with data from Microsoft and partner sources.

4. Journey Orchestration

Create personalized customer journeys across all touchpoints using Dynamics 365 Customer Insights – Journeys. Strengthen relationships and earn loyalty by delivering engaging experiences.

5. Natural Language Exploration

Leverage Copilot in Customer Insights to explore, analyze, and understand customer data using natural language. Discover new insights and simplify content creation.

Remember, Dynamics 365 Customer Insights empowers your organization to deliver exceptional customer experiences, whether in sales, marketing, or service teams.

Reach out to your Dynamics 365 experts to unlock the full potential of Dynamics 365 Customer Insights and foster better customer engagement.

How to Use Copilot in Dynamics 365 Customer Insights?

Copilot is an AI-powered assistant that simplifies marketing campaign creation and management within Dynamics 365 Customer Insights. Here is how it can help you:

1. Target the Right Customers Using Query Assist

  • Describe your criteria in your natural language, and Copilot will create segments for your journeys. For instance, you can type “customers who bought shoes in the last month,” and Copilot will translate it into a segment query for you. You can then refine segments by adding or removing conditions.
  • Learn more about targeting customers using query assist.

2. Create Journeys Using AI Assistance

  • Write your journey goals and objectives in natural language, and Copilot will generate real-time journey suggestions. For example, you can type “create a journey that sends a welcome email to all customers that are part of the loyalty member segment,” and Copilot will provide a journey recommendation.
  • Learn more about creating journeys with Copilot.

Remember, Copilot streamlines your tasks, making them more accessible and intuitive.

How to Get Started with Dynamics 365 Customer Insights?

To get started with Dynamics 365 Customer Insights, follow these steps:

1. Create an Environment

  • If you already have a Dynamics 365 environment, visit the installation instructions.
  • If not, create an environment in the Power Platform Admin Center. As a global tenant admin, you can follow the steps in the Create an environment guide.

2. Import Data

  • For quick insights, upload your data from a single CSV file. This feature is available for customers in the United States. Go to the single data source setup.
  • To work with data from multiple sources, select “Not now” on the Getting Started screen. Then, choose between Azure Data Lake Storage, Azure Synapse Analytics, Microsoft Dataverse, or Power Query connectors.

3. Unify Data and Set Up Relationships

Run the data unification process to combine unified profiles. Specify relationships between ingested tables and use enrichment features. Learn more about unifying data.

4. Enhance Unified Profiles

  • With unified profiles, enrich your data further. Use out-of-the-box models to predict churn likelihood or expected revenues.
  • Explore the expanding library of enrichment providers. Find details in the enhance profiles section.

Remember, Customer Insights – Data helps you build a deeper understanding of your customers by connecting data from various sources and creating a 360-degree customer view.

How Can Dynamics Square Help You Unlock the Full Capability of Dynamics 365 Customer Insights?

With over 12 years of experience, Dynamics Square is a reliable Dynamics 365 implementation partner in the USA.

We have a team of highly experienced consultants who are aware of every know-how of the customer-centric approach in today’s data-driven scenarios.

In case any assistance is required, feel free to call us directly at +1 281 899 0865 or simply write an email to arish.siddiqui@dynamicssquare.com.

Arish Siddiqui

Arish Siddiqui working with Dynamics Square and helps SMB/Enterprises in USA & Canada to use Dynamics 365 ERP/CRM, Power Platform and other Solutions with full of its capabilities which ultimately cut businesses costs and improve efficiency.


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