Brock Brames - Product Marketing Manager, MS Dynamics 365 Customer Voice
Sheen Zheng - Product Marketing Manager, MS Dynamics 365 Customer Insights
Understanding your customers can be a complex task, especially in a digital age where interactions span multiple channels and customer behavior can change at a rapid pace. Organizations need to be able to adapt and deliver better customer experiences, but many find it difficult without the right information at their fingertips.
According to a Forrester study in 2020, driving decision making with customer insights was the top challenge for CMOs.1
Every department—from marketing to sales to customer service—needs to be aligned on one view of the customer so they can make the best engagement decisions. That’s why Microsoft Dynamics 365 Customer Insights customers are automatically entitled to Microsoft Dynamics 365 Customer Voice so organizations can build a unified view of customers by combing direct survey feedback with rich customer data. Download our e-book to learn more about “Delivering personalized experiences in times of change.”
A 360-degree view of your customer
Customers interact with brands in variety of ways from the actual purchasing of a product to interacting on a website or on social media. This means that organizations need to collect those learnings into one place to fully understand what makes their customer tick.
It can be frustrating to get insights about your customer from siloed data in disparate IT systems. Dynamics 365 Customer Insights enables you to get a complete view of your customer by bringing together transactional, behavioral, and demographic data in real-time. Because Dynamics 365 Customer Insights is vendor neutral, you can easily integrate data—regardless of where it resides. Through prebuilt and customized AI models, you can then unlock meaningful insights from your unified data.
Collecting direct feedback is also key, as important data such as satisfaction, sentiment, and Net Promoter Score can be telling when understanding the customer. Dynamics 365 Customer Voice empowers organizations to collect, analyze, and track feedback in a scalable, easy-to-use feedback management solution.
Today, an organization can bring in Dynamics 365 Customer Insights profiles directly within Dynamics 365 Customer Voice, allowing users to view rich data on the customer and their activities in one singular view. This allows you to track the progress of Dynamics 365 Customer Voice surveys—making better decisions on when to engage with the customer—and combine feedback for a 360-degree customer view. Watch the video below to learn more about Dynamics 365 Customer Voice and Dynamics 365 Customer Insights.
Determining the best moment to drive customer engagement is easier than ever from within the Dynamics 365 Customer Insights dashboard. With automatic entitlement to Dynamics 365 Customer Voice, Dynamics 365 Customer Insights customers can view Dynamics 365 Customer Voice activities within the dashboard, including follow-up actions so you can easily know when it’s time to engage with the customer. With relevant details on hand, organizations can more easily understand their customers and make better decisions to drive a great customer experience.
Every customer interacts with each part of your business, so it is imperative that everyone is aligned on who the customer is and how to interact with them. That’s why Dynamics 365 Customer Insights and Dynamics 365 Customer Voice work together to surface rich customer profiles and data that can be shared across applications and departments.
Customer feedback data from Dynamics 365 Customer Voice surveys can be used to generate customer segments within Dynamics 365 Customer Insights so other applications, like Microsoft Dynamics 365 Marketing, can make the right decisions for the right customer. All three applications come together to empower customer journey orchestration, so any team can engage customers in real-time based on interactions across marketing, sales, commerce, and service to win customers and earn loyalty faster. Learn more about customer journey orchestration capabilities from Dynamics 365.