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Did you know that in the US, despite loving the brand or product, about 59% of consumers will walk away after a few bad experiences, according to a PwC report? The same report also mentions that about 17% will leave after just one unpleasant experience.
The percentages and numbers may vary by geography and demographics, but these are still alarming statistics. Because for a business, every consumer counts.
Therefore, it would not be wrong to say that while an excellent product and pricing strategy are critical to standing out, it is the customer experience that leaves an impression. But no business intentionally wants to leave a poor impression on its end users. Or treat them indifferently. Yet this can happen, as consumer needs have grown exponentially over the last few years.
They expect brands to be agile and empathetic while being precise in their delivery. But meeting customers at their preferred time, as per their convenience 24/7, is more challenging than ever.
As business grows, personalization and real-time responsiveness may seem tough. Also, many organizations struggle to turn customer data mining into meaningful action. So, how can organizations enhance customer engagement? This is where Microsoft Dynamics 365 changes the game.
What is the Need for Microsoft Dynamics 365?
Customers can interact with a business across multiple touchpoints. Website. Facebook or Instagram. Or directly through customer support. At each touchpoint, new data is generated for the business. Much of this data is siloed or disconnected. The marketing team derives insights from the website and social media platforms. Whereas the sales team uses a diverse set of data, and so on. This fragmented view does not help understand or predict customer behavior. Also, this does not aid the service teams as well.
For example, a customer who has inquired about your latest product on social media chat would expect the agent to be aware of their details upon interaction on a phone call. But in general, the agents would not have any visibility in this communication. Dynamics 365 addresses this by unifying data across departments, enabling teams to work with real-time insights.
In simple terms, Dynamics 365 or D365 offers AI-powered ERP and CRM applications to help businesses better manage sales, marketing, and supply chain operations. This allows brands to build meaningful connections because they now have a clear view of the operations. Some of advantages are:
These functions together help power a unified customer view, turning insights into action.
Actionable Intelligence: Turning Insights into Impact
https://www.salesforce.com/ca/hub/service/famous-customer-service-quotes/, founder and CEO of Amazon.com, says,
“We see our customers as guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Similarly, many prominent personalities globally reiterate the importance of good customer service. That is why context-rich insights, such as customers’ past interactions and purchase history, open service issues, and customer engagement levels, are invaluable. That said, despite these insights, there is no guarantee of success unless you act upon them. But with Microsoft Copilot, an AI assistant, that is part of this suite, you can get insights and action items from meetings, chats, and other sources to drive better outcomes.
Here is how it works in action across departments:
Sales:
Sales-qualified leads (SQL) or marketing-qualified leads (MQL) can come from-
- Primary business website
- Social media channels
- Performance marketing campaigns
Collating, segregating, and fine-tuning these manually can be time-consuming and prone to errors. But with AI-based lead scoring, prioritized outreach enabled by AI-powered co-assistance, and Microsoft Copilot, sales teams can close more deals faster.
Marketing:
Customer journeys are usually prepared by marketers in Excel files and PowerPoint presentations that often get lost in emails or in the cloud. Without putting this data into action, teams are leaving money on the table. With D365, marketing teams are empowered to take it to the next level. They can segment audiences dynamically. Trigger personalized campaigns and optimize campaign performance in a single window.
Service Teams:
Agents can gain predictive insights from users’ unique issues. This helps them offer more prompt, proactive support. Customers feel heard and cared for.
Seamless Integration with the Microsoft World
Much of the corporate world and enterprises today operate on Microsoft 365 software suites that include Outlook, Teams, and Power BI, among others. Since Dynamics 365 is part of the same “Microsoft ecosystem”, it seamlessly integrates with these solutions, making the overall journey smoother. So, there is no downtime. That is why it has also been called a single source of truth.
Conclusion: Creating Better Customer Experiences
The customer is king. And the king is flooded with multiple choices today. To appease the king, businesses have to offer instant gratification, personalized experience 24/7. And as operations scale and competition intensifies, companies must explore new, innovative ways to engage continuously. But how long will legacy tools be supported, especially when the data is huge? That’s why transitioning to Microsoft Dynamics 365 becomes essential.
It unifies data, empowers teams, and activates real-time insights at scale. D365 helps you build meaningful, lasting relationships. So that your marketing, sales, and service agents can engage smarter.