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Dynamics 365 combines business technology with the art of relationship. Dynamics 365 provides you with a 360 degree view of the customer. This real time, complete customer view allows businesses to provide thoughtful engagement – while simultaneously building trust. Although there are a multitude of ways Dynamics 365 helps build customer relationships, we have identified 8 ways that Dynamics 365 aids you in elevating the customer experience and helps you to build meaningful relationships with your customers.
1- Tracking communication
The first way Dynamics 365 helps build customer relationships is through its easy integration with such software programs as Outlook and Microsoft Teams. Emails in Outlook are tracked into Dynamics 365 and attached to customer records. This provides businesses with detailed communication histories that can easily be referenced. We have written extensively about how the integration between Dynamics 365 and Outlook increases productivity.
Call logs in Microsoft Teams are also tracked into Dynamics 365 – again providing valuable communication histories. Through Microsoft Teams, it is easy to share files, exchange information, chat, or send messages. enCloud9 uses Microsoft Teams to communicate not only with our teammates, but also with our customers.
2 – Customer Insights and Data
With Dynamics 365 Customer Insights, transform customer data into actionable insights. Unify data for deep audience insights and predict customer needs using built in AI. Unlock powerful insights using pre-built AI models, or customize your own. Analyze customer behavior for real-time engagement insights. Harness data to drive informed decisions, automate processes, and personalize customer engagement. The Customer data platform enables you to know your customers like never before. Dynamics 365 is all about using data to drive business outcomes.
When a customer reaches out to you with a question or concern, you can easily bring up a profile of their activities (including previous purchases, interactions, or feedback). Dynamics 365 helps you make the most of data and use it to understand your clients more completely. By understanding your clients more completely, you can help them more thoroughly and rapidly.
The Engagement Insights capability enables organizations to understand interactively, how customers are using their services and products through a variety of channels (including websites, mobile apps, and connected products). The Engagement Insights capability combines behavioral analytics with transactional, demographic, survey, and other data types from Microsoft Dynamics 365 Customer Insights. This combination creates rich insights that help drive next best actions and personalized experiences. This feature is currently in preview. Visit the engagement insight website to sign up for a demo of engagement insights.
3 – Conversation Intelligence
Conversation Intelligence allows businesses to strengthen customer relationships with ongoing, personalized interactions. This feature was designed to help sales managers and sellers in their day to day job by providing them with the tools needed to track their sales performance in calls with leads and customers. Conversation Intelligence enables your sales teams to gain a new perspective into customer needs by using analytics and data science to gather data from sellers call recordings and Dynamics 365 Sales. Data, information, and insights are analyzed to intelligently manage your sales team and proactively coach sellers. To achieve this, Conversation Intelligence displays relevant KPIs by team, seller, and call. Customer relationships are strengthened with ongoing personalized interactions.
4 – Tracking Relationship Health
Proactively track relationship health in order to better understand customer sentiment and trends. At a glance it is easy to see which customers need attention. By tracking relationship health, you can proactively take necessary actions towards at risk customers.
To learn more about how Dynamics 365 helps build customer relationships, visit our blog
