Dynamics 365

What is Dynamics 365 Customer Insights?

21st Feb 2024 | 6 min read

What is Dynamics 365 Customer Insights?

Without customers, no business could survive. That’s why understanding them deeply is crucial to your success.

However, it’s often hard to gain the right insight on your customers. While there are plenty of data points to capture, you need to know where to find it and how it all fits together.

Without data analysis, you can’t empower intelligent decision-making. You also risk reduced satisfaction and declining sales.

Fortunately, Dynamics 365 Customer Insights makes it easy to understand your customers. It gives you all the information you need in one place, so you can adapt processes to better serve your audience.

We’ve put together a comprehensive guide to Dynamics 365 Customer Insights and what you can achieve with it.


What does Dynamics 365 Customer Insights actually do?

There are plenty of teams that can leverage Dynamics 365 Customer Insights, including:

  • Marketing. Marketing teams can use data from customer insights to improve their marketing strategy, with tactics specifically tailored to each audience. It’ll help with targeting, campaigns, planning, content and so on.
  • Sales. The insight offered from the tool allows sales teams to understand how customers want to be approached. They’ll also know the journeys customers take to purchase, so they can intervene with timely sales messaging.
  • Customer Service. Customer Insights monitors behaviour across the whole purchasing journey. Customer service agents can then provide relevant support when and where it’s needed.
  • Leaders. As the people responsible for business strategy, leaders can learn from customer data to build plans and processes that serve people better and drive satisfaction

Of course, any team will benefit from understanding the business’s customers better, so there’s no limit to who can get value from Customer Insights.


What can you do in Dynamics 365 Customer Insights?

So, what exactly can you achieve in Customer Insights? Here’s our list of the most helpful use cases.


Create customer segments_

In Customer Insights, you can create customer segments based on your customers who share similar characteristics. This might include demographical information, past behaviours, journey stages or any other way you might wish to group customers.

By segmenting your customers, you’ll be able to provide tailored experiences to each group based on their specific needs.

The platform also leverages AI to automate segmentation, suggesting groups in real-time for accurate, up-to-date targeting.


Analyse behaviour_

Customer Insights puts all your customer data in one place, making analysis simple. You’ll learn the different steps customers take before choosing to complete an action, such as a purchase or sign-up. You’ll also determine the channels they prefer.

As you delve into your analysis, you’ll be able to enrich your customer profiles and predict intent so you know your customer’s next move.


Manage consent_

You can add consent data into Customer Insights, so everyone’s aware of customer preferences. Automatic data refresh will ensure these consents stay up to date, so you always meet compliance and security standards.


Map customer journeys_

Customer journey mapping is a crucial marketing activity. Customer Insights speeds up the process, while adjusting your maps in real-time to offer an accurate view.

With effective customer journey maps, you’ll be able to better plot marketing activity that fulfils customer needs and drives them to your business.


Measure pipeline success_

Customer Insights allows you to qualify contacts using their data, so sales teams benefit from warm leads that they can convert.

Then, use the platform’s pre-built analytics boards to track leads through the nurturing stage and measure pipeline success.


Conduct A/B tests_

With detailed customer analysis, you can conduct A/B tests that experiment with new ways of targeting.

Customer Insights supports your tests, allowing you to try out different messages, visuals and approaches. By making the results visible and fast, you’ll quickly be able to pivot and optimise.


Get AI suggestions_

Dynamics 365 is backed by Copilot, Microsoft’s AI assistant. In Customer Insights, you can get AI suggestions to allow for quicker decision-making and increased inspiration.

Examples of AI suggestions including customer segments, content, channel selection and A/B tests. It allows you to experiment and generate faster, saving precious time.


Benefits of Dynamics 365 Customer Insights_

Customer Insights is a powerful tool for your customer-facing teams. With it, you can boost efficiency and gain significant rewards, including:

  • Learn more about your customers. The most significant benefit of Dynamics 365 Customer Insights is that you’ll understand your customers better. That makes it easier to satisfy their needs and attract similar people to your business.
  • Share insight more readily. By having increased visibility of your customer data, it’s easier to empower other people. You can share important insight across the business, enabling everyone to make customer-centric decisions and track success.
  • Speed up tasks. By leveraging automation and AI, Customer Insights speeds up marketing tasks. You can build customer journey maps or create segments in minutes, leaving more time for creativity.
  • Personalisation. People now expect personalised experiences from businesses. By having great data visibility, you can tailor communications and tactics so they’re relevant to customers.
  • Use Copilot for increased efficiency. Copilot makes suggestions based on your existing data. This means your analysis is more accurate, leveraging historic insight, and tasks can be done efficiently based on past behaviours.
  • Integrates with your other Microsoft tools. Customer Insights integrates with other Dynamics 365 modules to provide comprehensive data analysis across your CRM. it also works alongside other Microsoft tools, like Outlook and Teams, to provide contextual information for whichever channel you’re working in. As a result, everyone is powered by the same insight for data-driven working.


Find out more about Dynamics 365 Customer Insights_

Understanding your customers is key to operating in a more customer-centric, effective way. By providing a tailored experience, you’ll gain increased satisfaction, loyalty and conversions, boosting overall performance.

Dynamics 365 Customers Insights gives you everything you need to analyse and learn from customer data. You can share insight across teams, make smarter decisions and optimise your strategies. AI power makes this fast and effortless.

It’s never been easier to put your customer first.


If you want to empower customer-centric decision-making across your business, you need Dynamics 365 Customer Insights.

Infinity Group is a leading Microsoft partner, with vast experience in building and implementing Dynamics 365 for businesses. Our consultants can discuss your needs and help you find the perfect solution, with value guaranteed.

Get in touch today to discuss Dynamics 365 Customer Insights with an expert.

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