From D365 Marketing to Customer Insights - Journeys

A Transition Guide

Discover the future of customer engagement in our latest 'CRM Knowledge 101' instalment, expertly crafted by our in-house marketing enthusiast, Daisy Clements. Dive into the world of D365 Customer Insights - Journeys, where real-time engagement, AI-powered personalisation, and seamless integration await. Uncover the basics, explore its advantages, and find out why CRM Knowledge is your trusted partner for navigating this transformative journey.

We're back with another engaging installment of our "CRM Knowledge 101: Back to Basics" series, and this week, the spotlight is on D365 Customer Insights – Journeys, written by our in-house marketing executive Daisy. Daisy is here to guide you through the fascinating world of D365 Customer Insights - Journeys, the new name for the platform previously known as D365 Marketing. In this blog, Daisy will break down the essentials of this transformative tool, from its real-time magic to the incredible benefits it offers. Whether you're a seasoned pro with D365 Marketing or taking your first steps into the world of Customer Insights - Journeys, CRM Knowledge has you covered.

Fundamentals of D365 Customer Insights - Journeys:

Dynamics 365 Customer Insights - Journeys is more than a marketing tool; it's a dynamic platform that empowers various business users with AI and natural language input assistance. This transformation means that everyone, from marketers to sales and support teams, can now build trigger-based journeys that span the entire customer lifecycle, from prospecting to post-sale support.

Engaging Customers in the Moment:

Customer Insights - Journeys introduces real-time customer engagement through trigger-based journeys. You can select the perfect communication channel for each individual and respond to their actions precisely when it matters.

Building Customer Loyalty from the Start:

These dynamic journeys cover every aspect of the customer journey, from initial prospecting to post-sale support. This comprehensive approach not only attracts new customers but also nurtures lasting loyalty among your existing base.

Personalisation Powered by AI:

Leverage the AI-driven capabilities of Customer Insights - Journeys to turn data insights into actionable steps. Get recommendations for content, channels, and analytics to ensure your interactions with customers are consistently relevant and meaningful.

Unified and Customisable:

Customer Insights - Journeys offers a unified and adaptable platform. It's easily customisable and integrates seamlessly with your existing tools, simplifying compliance management and accessibility guidelines.

Data-Enriched Insights:

Benefit from the seamless integration with Customer Insights - Data. This integration enriches your marketing efforts with deep customer understanding, enabling effortless data-driven decision-making.

Transitioning to D365 Customer Insights - Journeys: Where to Begin?

So, you're ready to embrace the power of D365 Customer Insights - Journeys, the future of customer engagement. Whether you're a new user or a seasoned pro with the previous platform, here's your roadmap to getting started and smoothly transitioning into this exciting new era.

For New Customers:

If you're a brand new customer, welcome aboard! You're already on the right track. Your journey begins directly with D365 Customer Insights - Journeys. Start by familiarising yourself with its core functionalities. Take a moment to explore the platform, create your first journey, or even send a quick email to get a feel for the real-time capabilities at your disposal.

For Current Customers Using Outbound:

If you're an existing customer currently utilizing outbound capabilities, your transition path involves what we call "mixed-mode." In this mode, you have access to both outbound and D365 Customer Insights - Journeys functionalities simultaneously. Here's the recommended approach:

Progressive Adoption: Start progressively with D365 Customer Insights - Journeys. Ease into it and gain confidence by using it for running new journeys. This approach allows you to train your team and troubleshoot any potential dependencies or issues that may arise.

Real-Time Journeys: Begin by creating and successfully running a few real-time journeys. This hands-on experience will familiarize you with the platform's capabilities and build your confidence.

Transition Outbound Journeys: Once you feel comfortable with D365 Customer Insights - Journeys, it's time to transition your outbound journeys. This is an excellent opportunity to revisit and redesign your existing journeys. Many of them can be naturally adapted and reused using triggers within Customer Insights - Journeys.

By following this transition strategy, you'll ensure a seamless shift to D365 Customer Insights - Journeys, taking full advantage of its real-time capabilities, and potentially optimising your existing outbound journeys for greater effectiveness.


A helping hand from CRM Knowledge

If you're eager to unlock the full potential of D365 Customer Insights - Journeys but prefer a helping hand to navigate this transformation, we're here for you. Our experts are ready to assist you in the following ways:

1. Implementation Assistance: Our seasoned team can guide you through the setup and implementation of D365 Customer Insights - Journeys. We'll tailor the platform to your unique business needs, ensuring a smooth transition.

2. Training and Skill Development: If you want to empower your team to make the most of this powerful tool, we offer comprehensive training sessions. From the basics to advanced strategies, we'll equip your staff with the knowledge and skills they need for success.

3. Ongoing Support: Our commitment doesn't end with implementation or training. We provide continuous support to address any questions or challenges you may encounter as you harness the capabilities of D365 Customer Insights - Journeys.

Ready to embark on this journey with us? Connect with us today to explore how D365 Customer Insights - Journeys can transform your customer engagement and drive growth. Your path to success starts here.

Peter Clements

Peter is the founder and chief consultant at CRM Knowledge. With an impressive background spanning over 20 years, Peter has established himself as a leading expert in CRM systems, particularly specialising in Microsoft Dynamics 365.Throughout his career, Peter has been dedicated to providing great support, training, and consulting services in the realm of CRM. His in-depth knowledge and hands-on experience with D365 have made him a trusted advisor for countless businesses seeking to optimise their customer relationship management processes.