Broadening the Horizon: Tapping into Unparalleled CX with Dynamics 365 Marketing

The contemporary business landscape is volatile to enough to keep businesses grappling with its ever-changing characteristics. Hence, today’s volatile yet dynamic market has deemed it necessary for brands to adapt contemporary digital marketing practices at all touchpoints, to achieve brand equity.
According to Forbes, Customer Experience is the new battleground in business. Many experts consider the experiences a brand provides to be the key differentiating factor instead of the product or the prices they provide. The ground truth, however, is that most businesses are falling short of providing customer experiences that set the bar.

Marketing is Evolving

The solution is evolved marketing that takes control of end-to-end customer experiences. Businesses can establish a solid footing in the market if they direct their marketing strategies towards expediting and managing the entire customer lifecycle, instead of just focusing on customer acquisition. Providing hyper-personalized customer journeys and incorporating data-driven processes is the key for effective marketing.

Where in the beginning of this century, the average consumer used only two touchpoints, the modern-day consumers use six. This increase highlights the importance of omni-channel marketing experiences for modern consumers.

Furthermore, incorporating moment-led journeys has become paramount for marketing professionals. Delivering messaging when customers need them to, to evoke emotions through a hyper-personalized journey, is of substance.

Hence, the marketing domain, with its ever-increasing demands, needs a data-driven digital transformation to lead businesses towards heightened rates of customer satisfaction and retention.

Note: Dynamics 365 Customer Insights – Journeys will be referred to as Dynamics 365 Marketing in this blog to perpetuate ease in understanding.

Dynamics 365 Marketing Curating Contemporary Customer Experiences

Dynamics 365 Marketing provides a sophisticated set of tools to turn the new-age marketing demands into seamless customer experiences. Marketers, a few decades ago, perceived customers as just a means of transaction and designed strategies just enough to grab the customer’s attention. On the contrary, the modern marketer works to build meaningful relations with the customer, in exchange for customer loyalty.

Dynamics 365 empowers marketers to stand true to customer expectations and increase business profitability. It orchestrates data-driven marketing processes, which enable marketers to track their customer expectations in real-time.

Its powerful confluence with Dynamics 365 Customer Insights has brought in the powerful capabilities of real-time customer data and reduced siloed organizational data. Marketers can enhance customer experiences with real-time data access. Market data analysts can unify all customer data and curate a 360° view, for enhanced customer insights.

Key Marketing Features for Personalized Customer Experiences

Dynamics 365 empowers the modern-day marketer with hyper-functional tools to curate successful marketing strategies that enhance customer experiences. Users can make use of the outbound marketing module as well through Dynamics 365 Marketing.

However, it is important to note here that the outbound marketing module is not available in Dynamics 365 Marketing (now rebranded as Customer Insights – Journeys), distributed from September 1^st. Users will have to contact support to add the feature in their suite.

We have compiled a list of features available to expedite business marketing through individually curated customer journeys.

• Multi-touchpoint Marketing:

Emails: The built-in email editor allows marketers to quickly compose emails to grab the audience attention. It has a ‘personalize’ button which brings in customer data which helps curating emails according to the customer actions. Copilot is also available to aid them in generating content ideas and finalizing emotion-evoking personalized emails.

It also enables marketers to preview and test-send personalized emails.

• SMS: Marketers can send SMS or text messages through a phone number generated by Azure Communication Services, Twilio or Telesign, based on your location. Messages can be composed and sent from the real-time text message editor to specific customers.

• Push Notifications: Marketers can employ the benefits of push notifications for customers who have downloaded the business application onto their phone. Through the push notification editor, they can specify title, subtitle, and message content. The notification content can be previewed then in android and iOS format.

• Personalized Customer Journeys: Users can embed emails, text messages and push notifications in the customer journeys, and set certain conditions for the journey to progress. Each customer gets their own personalized journey, designed on their past behavior. Touchpoint content will be sent to the customer at a planned time or when a pre-specified trigger gets activated. There two kinds of journeys in Dynamics 365 Marketing, each with its own functionality:
  • Segment-based Journeys
  • Trigger-based Journeys

• AI-assistance with Copilot: Copilot can aid marketers to expedite their marketing processes and save their time by automating menial tasks. It can help marketers in four ways:
  • Content Creation
  • Content Planning
  • Data Exploration
  • Recommending Action Plans
• Event Planning: As an important marketing tool, marketers can aid from this feature by seamlessly managing webinars or events, participations, registrations, logistics and sponsors. It fetches these functionalities at the marketers’ fingertips so that they can save time by unnecessary context-switching.
• Lead Scoring: By bringing customer records and identifying them as leads, this feature enables marketers to treat the leads as priority and seamlessly design journeys for them. It assigns a score to leads based on their interaction with the business and enables marketers to assign priority to leads.

Harnessing Stellar Customer Journeys with Dynamics Solution and Technology

The domain of marketing has evolved to design and execute entire customer journeys, which begin with their first click and carries on till the customer stops interacting with the brand. To keep track of a customer’s interactions, businesses need a sophisticated solution which unifies the customer data and provides a 360° view to marketing analysts and marketers. This unification of data will also minimize inconsistencies in customer-facing departments and enable them to seamlessly make use of data from other departments.

Furthermore, to cater to exceeding customer expectations, businesses need advanced marketing systems to streamline and expedite their processes and enhance their own functionality.

Dynamics Solution and Technology has been empowering marketing departments of businesses with the powerful integration of Dynamics 365 Marketing in their CRM (Customer Relationship Management). To put it short, businesses can benefit from our seamless integration, in a marketing context, due to:

• Increased Customer Satisfaction Rates
• Heightened Lead Conversions
• Automated Processes
• Enhanced Data Maturity
• Heightened Marketing ROI

Leverage the power of Dynamics 365 with the help of our trusted professionals who provide a seamless service from the beginning to post-deployment. Our extended range of clientele in GULF and MENA regions stands as evidence of our unwavering commitment to achieving excellence.

Schedule a demo with our team today and let us take you into the technically evolved world of real-time marketing.