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:
- 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.
- 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.
- 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.
- 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.
- 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.
- 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:
- 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.
- 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.
- 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.
- 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.
- 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.
