Microsoft Dynamics 365 Customer Insights is part of Microsoft’s Customer Data Platform (CDP) that provides detailed analytics for organizations to consolidate their customer data and accurately analyze the behavioral trends of their customers. Dynamics 365 Customer Insights provide Data Sources Management, Data Unification, Enrichment Management, Record Management, Segment Management, Customer Activity Management, Relationship Management, Business Measures, Prediction Management, and a 360-degree View of the Customer.
Key Benefits of the D365 Customer Insights Enterprise Customer Data Platform:
Gain a holistic view of customers: Use data ingestion and standardization feature to extract your data from disparate sources. Profile unification allows you to merge customer profiles that were duplicated upon data ingestion. Track how your customers interact with your business by setting up customer journeys and use this as a basis for you to transform their customer experience moving forward. Data enrichment lets you enrich your raw data records from external sources so you could use them as a guide for making informed decisions.
Unlock insights & take action: Find consolidated customer records based on their demographic data, business measures, and customer interactions using the profile search and discovery for customer profiles. Segment your customers so you can achieve more targeted actions such as promotional campaigns, sales activities, and customer support actions to meet your business goals. Set goals you would like to achieve with respect to customer satisfaction and business growth using business measures. Customer cards allow businesses to gain a unified view of customer information from Dynamics 365 Customer Insights, directly within D365 business applications.
Adapt & extend the solution: Use prebuilt connectors to bring together all your scattered customer data from various data sources. Connect your data from D365 Customer Insights to other solutions outside Microsoft through Rest APIs. Customize the prebuilt solution to meet your business’ specific requirements.
Add data sources through Power Query connectors, a Common Data Model folder, or from your own Microsoft Dataverse Lake. Review data sources and their statuses within the Entities page. Configure a schedule to automatically refresh data sources.
Consolidate customer data gathered from various data sources into a single dataset according to the following order: Map, Match, and Merge.
Create and edit enrichments. Run or deactivate enrichments in bulk by selecting them in the list. View and edit options aren't available as bulk action, they only work for one enrichment at a time. Configure several enrichments of the same type and reuse the same connection. Review your default enrichment preferences and update them as needed. Select the records you wish to enrich and map out the record details to the relevant field attributes. Ensure that the sections you have configured for your enrichment are correct. Name your enrichment and run the enrichment process. Analyze the total number of enriched customer profiles upon finishing the enrichment process.
View the quality of the ingested records (also known as datasets) within the Entities page. Match records to merge two or more records into a single record. Define the logic for matching a pair of records using match rules. Add conditions to a rule. Reorder records for match rules to change the order in which they are being processed. Set deduplication rules on a match record to identify duplicate entries and merge them into one. Create multiple deduplication rules for a record.
Group your customers based on demographic, transactional, or behavioral attributes. Use segments to target promotional campaigns, sales activities, and customer support actions. Activate, deactivate, and duplicate segments. Export segments created in Dynamics 365 Customer Insights to other Microsoft solutions.
Manage your saved activities. Combine transactional customer activities coming from multiple data sources to create a timeline that shows the list of activities chronologically. Select the activities you want to show on the customer’s timeline. Filter them by ActivityType and Date. Map activities according to their activity types: Feedback, Loyalty, SalesOrder, SalesOrderLine and Subscription. Create a custom activity type if an activity type is not relevant for the new activity.
Manually create relationships for records. Set up account hierarchies to better manage accounts and their relationships with each other. View all relationships that have been created with the Relationship Visualizer. Export the network diagram of existing relationships shown within the visualizer as an image file. Customize your views according to your liking by dragging the relationship boxes on the canvas. Filter the type of relationships you want to show within the list. Determine which records to use for creating rules for measures or segments with the relationship path.
Create measures using the Measure Builder. Filter the data, group results, detect record relationship paths, and preview the output. Use the measure builder to plan business activities by querying customer data and extract insights. Utilize predefined templates of commonly used measures to create them. Manage your existing measures on the Measures page and export the list as a .CSV file. Refresh a measure based on the latest data collected. Activate or deactivate measures.
Create predicted values that would serve as your guide to enhance your understanding of a customer. Manage and review your predictions within the Predictions page. Track the performance of your predictions. Create predictions within a customer record and a segment.
Get a complete view of your customers across all social media channels and websites you have presence in such as Twitter, Facebook, and LinkedIn. Track your customers’ interactions with your business, from campaign responses, website visits, in-store visits and purchases, online purchases, loyalty redemptions, and customer service encounters.
Microsoft Dynamics 365 Customer Insights is a standalone Dynamics 365 AI application that could connect to various Microsoft solutions such as the Dynamics 365 Business Applications, Power BI, Flow, and PowerApps. D365 Customer Insights can also connect to other solutions outside the Microsoft applications through REST APIs.
The primary target roles that can effectively maximize the features and capabilities of Customer Insights include Business Users, Data Analysts and Admins, and Business Analysts. Business users can benefit from a 360-degree customer view with profile cards, customer journey timeline, and dashboards. Data analysts and admins are given the ability to utilize the extensive connector ecosystem to ingest customer data. Business analysts can build custom applications and dashboards through the native Customer Insights and integrate them to other solutions through Power Platform or REST APIs.
The licensing model for Microsoft Dynamics 365 Customer Insights consists of the application and an add-on capacity. The table below shows the pricing and inclusions of the solution.
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