Discover why Microsoft Dynamics 365 Customer Engagement is worth it

March 30, 2023

While aggressive advertising campaigns, cutting-edge technology, and sales promotions can draw customers to your business, they alone are not sufficient to build long-term relationships that engage customers. Customers often make buying decisions based on emotions rather than rational thought processes.

Gallup’s research on customer engagement shows that fully engaged customers can generate a 23% premium in terms of share revenue, wallet, profitability, and relationship growth compared to an average customer. In contrast, disengaged customers represent a 13% discount in the same measures.

As a result, businesses that deliver meaningful customer experiences can earn customer loyalty and boost profitability. This is where a solution like Dynamics 365 Customer Engagement can help create business value by facilitating customer engagement and fostering relationship-building.

Let’s explore how businesses can enhance customer interactions, streamline processes, and improve customer experiences, with Dynamics 365 Customer Engagement.

Introducing Dynamics 365 Customer Engagement

Formerly known as CRM, Dynamics 365 Customer Engagement is a customer-centric business solution designed to drive sales, enhance marketing efforts, manage marketing campaigns, and boost business productivity through business intelligence.

This suite has been designed to help organizations streamline their sales, marketing, and customer service processes while providing a unified view of customer data across all touchpoints.

Dynamics 365 Customer Engagement offers a range of customizable modules to fit specific business needs, such as sales management, marketing automation, customer service, and field service management. These modules can be used together or independently providing tools for managing customer data, analyzing customer behavior, and automating workflows.

Wondering how it can help engage your customers? Let’s begin:

Streamline sales processes

Microsoft Dynamics 365 Sales lets you centralize all your customer data in one place, including leads, accounts, contacts, and sales opportunities. This can help your sales team stay organized and ensures they always have access to the most up-to-date customer information.

With Dynamics 365 Sales, you can track leads, opportunities, and deals from a unified view and collaborate with your team to close more deals. The platform also offers predictive analytics and machine learning capabilities to help you identify potential customers and enhance sales forecasting. Some key features of Dynamics 365 Sales include:

  1. Centralized data management: Manage customer data, leads, and sales opportunities through a centralized platform. This makes it easy for your sales team to access all the relevant information they need to close deals, including customer contact information, communication history, and sales activity.
  2. Automated lead generation: Dynamics 365 Sales offers a range of tools for automating your lead generation process. You can create targeted marketing campaigns, track website visitors, and capture leads from social media channels. This helps generate a steady flow of leads and streamline your sales process.
  3. Efficient sales pipeline management: Create a customizable sales pipeline to track your sales opportunities from initial contact to closure. You can assign tasks and activities to specific team members, set reminders, and track progress. It can help you identify bottlenecks and optimize your sales process for better results.
  4. Sales forecasting and analytics: With powerful analytics tools, you can forecast sales revenue and identify areas for improvement. You can also generate reports on sales performance, track key performance indicators (KPIs), analyze customer behavior, and make data-driven decisions.
  5. Seamless Integration with other Dynamics 365 modules: Dynamics 365 Customer Engagement integrates with other Dynamics 365 modules, such as Marketing, Customer Service, and Field Service, providing a unified platform for managing customer interactions and ensuring a seamless customer experience.
  6. Mobility and Collaboration: Dynamics 365 Customer Engagement offers a mobile app that allows sales teams to access customer data, update records, and collaborate on deals while on the go, further streamlining sales processes and boosting productivity.

Enhance marketing capabilities

Microsoft Dynamics 365 Marketing module offers a range of marketing automation tools designed to help you create personalized campaigns and nurture your leads. Moreover, it enables tracking your marketing performance and ROI, allowing for data-driven decisions to optimize your campaigns. Some of the key capabilities that can help your organization to enhance its marketing capabilities:

  1. Personalized marketing campaigns: This module lets you create hyper-personalized marketing campaigns, utilizing customer data to develop targeted campaigns tailed to their interests and needs. This can lead to improved customer engagement and higher conversion rates.
  2. Marketing automation: Dynamics 365 Marketing offers a range of marketing automation tools that can help you streamline your marketing processes. Automation features include lead nurturing, email marketing, and social media marketing. By leveraging Microsoft Dynamics 365 Marketing, you can save time and resources while improving the effectiveness of your campaigns.
  3. Improve lead scoring: Dynamics 365 CE offers lead scoring capabilities that help prioritize leads based on their likelihood to convert. By assigning scores to leads, your sales team can focus on high-quality prospects, increasing the chances of conversion and revenue growth.
  4. Event management: The marketing module’s event management capabilities facilitate planning and executing successful events. You can create event registration pages, manage logistics, and track attendance. These features help generate more leads and foster stronger customer relationships.
  5. Analytics and reporting: The analytics and reporting capabilities of the Dynamics 365 Marketing module can help you measure the effectiveness of your marketing campaigns. You can track key performance indicators (KPIs) such as website traffic, email open rates, and conversion rates and optimize your campaigns for better results.

Improve customer service

Microsoft Dynamics 365 Customer Service module offers a unified platform for managing customer interactions across channels. As a result, you can provide your customers with self-service options, automate your service processes, and empower your agents with the tools and insights to resolve customer issues faster.

  1. Centralized customer data: A centralized platform for managing customer data allows your customer service team to access all the relevant information they need to resolve issues, including customer contact information, communication history, and purchase history.
  2. Multi-channel support: Dynamics 365 Customer Service offers multi-channel support, allowing customers to contact you through various channels, including email, phone, social media, and chat.  This approach facilitates timely, efficient support and improves customer satisfaction.
  3. Automated case management: Choose from tools for automating your case management process. You can create and track cases, assign tasks and activities to specific team members, and set reminders. This can help you streamline your customer service process and improve response times.
  4. Knowledge management: The knowledge management system allows you to create and manage a knowledge base of frequently asked questions and support articles. This can help your customers find answers to their questions quickly and efficiently, reducing the workload on your customer service team.

Get actionable project insights

Microsoft Dynamics 365 Project Operations offers enhanced visibility into project operations, empowering businesses to monitor project progress, manage resources, and analyze performance. Its real-time project tracking, resource utilization, project financials, project planning, and analytics and reporting capabilities can help businesses optimize their project operations, reduce costs, and improve customer satisfaction.

  1. Real-time project tracking: Project Operations provides real-time project tracking, enabling businesses to monitor project progress and identify issues as they arise.  Prompt issue detection facilitates swift corrective action, reducing delays and enhancing project delivery.
  2. Resource utilization: Resource management capabilities allow businesses to track resource utilization, availability, and allocation. This can help businesses optimize their resource allocation, ensuring the right resources are available for the right projects at the right time.
  3. Project financials: With financial management capabilities, businesses can track project expenses, revenue, and profitability in real time. This can help businesses identify cost overruns and revenue shortfalls, enabling them to take corrective action quickly.
  4. Project planning: The project planning capabilities of Dynamics 365 Project Operations allow businesses to create and manage project plans, timelines, and budgets. This can help businesses plan their projects effectively, ensuring they are completed on time, within budget, and to the desired quality standards.

Deliver exceptional field service

Microsoft Dynamics 365 Field Service is designed to help organizations to manage and optimize their field service operations. It provides a range of features such as scheduling, dispatching, inventory management, customer service, and predictive maintenance.

By leveraging the capabilities of Dynamics 365 Field Service, businesses can improve efficiency, reduce costs, and increase customer satisfaction.

  1. Work order management: Streamline the creation, scheduling, and management of work orders. The module allows you to track work order details, manage resources, and ensure that the right technician is assigned to the right job at the right time.
  2. Resource scheduling: The Field Service module includes a scheduling board that helps allocate resources and optimize technician schedules based on skill set, availability, and location. This improves technician utilization and reduces travel time.
  3. Mobile access: Equip field technicians with a mobile app that provides real-time access to work order information, customer data, and knowledge resources. This enables technicians to access necessary information on the go and update work order status, reducing paperwork and administrative tasks.
  4. Connected field service: Leverage Internet of Things (IoT) technology to proactively monitor and maintain equipment. With Connected Field Service, you can detect and resolve issues remotely or automatically schedule a technician for on-site service when needed.
  5. Reduced downtime: Dynamics 365 Field Service includes asset management capabilities that allow businesses to track and manage their assets, reducing downtime and improving asset reliability to avoid costly repairs and downtime, improving their bottom line.
  6. Knowledge management: Provide technicians access to a centralized knowledge base containing articles, manuals, and troubleshooting guides. This can help them quickly find solutions to common issues and improve first-time fix rates.
  7. Service agreements and SLAs: Manage service agreements and Service Level Agreements (SLAs) to ensure that service commitments are met. This can help build customer trust and improve satisfaction.
  8. Analytics and reporting: Use built-in analytics and reporting features to track field service performance, identify areas for improvement, and make data-driven decisions to optimize your field service operations.


Microsoft Dynamics 365 Customer Engagement is a powerful platform that can help businesses improve customer relationships and drive growth. Its comprehensive features, scalability, and flexibility make it an ideal solution for businesses of all sizes and industries.

For those looking to propel their digital transformation and revolutionize customer engagement in retail or e-commerce, implementing Dynamics 365 Customer Engagement can be a game-changer.

By harnessing the powerful tools and features of Dynamics 365 Customer Engagement, your business can streamline your customer-facing operations, optimize your sales and marketing strategies, and deliver personalized experiences that drive customer loyalty and satisfaction. To kick-start your journey, contact us at and connect with a consultant.