Fragmented customer data creates visibility gaps, so it’s no surprise that highly personalised communications triggered in real-time remain difficult for many marketing teams.
The solution lies in a unified approach. Dynamics 365 Customer Insights offers exactly that by combining customer data and journey orchestration.
Frequent Business Challenges
Customer Insights is designed to address these common challenges. How many of these issues are present in your business?
Disjointed Customer Views: Disconnected data sources lead to incomplete or disorganised customer views.
Inefficient Data Navigation: You navigate multiple data sources to create campaigns and track progress, resulting in time wasted and higher agency costs.
Lack of Insights: Fragmented customer data limits opportunities and requires extra manual effort.
Poor Relationship Visibility: Inadequate visibility into customer relationships hinders the development of effective journeys.
Generic Messaging: Incomplete customer data and manual journey creation restrict personalisation, resulting in one-size-fits-all communications and low engagement.
Organisation Requirements
If you face these challenges, you are probably seeking a solution to:
- Consolidate your customer data sources.
- Increase visibility into each relationship.
- Grow account revenues and increase loyalty through personalised and timely messaging.
- Reduce the time and effort to launch marketing campaign journeys.
Examples of ROI from D365 Customer Insights
In 2024, Microsoft commissioned Forrester Consulting to examine the benefits of using Dynamics 365 Customer Insights. Key findings include:
- 324% return on investment (ROI)
- 15% revenue improvement with each personalised customer journey
- 75% in time savings on customer journey development
- Typical payback within 6 months
How Customer Insights Benefits Organisations
Forrester’s research highlighted these frequent benefits from Customer Insights:
- Improved employee experiences through data centralisation and ease of use.
- Increased revenue and profit from improved customer visibility and journey orchestration.
- Tme savings in customer journey development and maintenance. While more journeys may result, these are managed with reduced effort, driving better personalisation and improved effectiveness.
- Cost savings by retiring legacy solutions, consolidating data storage, and integrating marketing solutions under Dynamics 365 Customer Insights. This typically includes reduced spending on licensing and IT resources to maintain integration and infrastructure.
- Shifting marketing spend to digital by reducing the reliance on telemarketing and physical mail campaigns.
- Lower marketing agency expenses as internal teams can use their time more productively and reallocate outsourced work.
- Better data security because client lists don’t need to be shared with third-party suppliers.
- Avoiding compliance issues and minimised risks of irritating customers by bombarding them with unwanted communications or violating opt-out instructions.
Discover Customer Insights
Interested in exploring how Dynamics 365 Customer Insights can help your organisation unlock similar benefits and ROI?
Contact us to find out more or watch our introductory demonstration.
Access the Forrester report: Total Economic Impact™ of Dynamics 365 Customer Insights
