Managing customer data across multiple disconnected sources is becoming increasingly complex for many companies. Several recent surveys suggest that many businesses use as many as 12 or more different customer data sources.
This fragmented setup creates visibility gaps, so it’s no wonder that real-time data utilisation remains elusive for many marketing teams.
The solution lies in a unified approach.
Dynamics 365 Customer Insights offers exactly that. This platform combines experience automation, customer data, and journey orchestration. Organisations of all sizes can harness real-time data to gain a deeper understanding of their customers to plan and run impactful journeys.
Frequent Business Challenges
Customer Insights is designed for organisations seeking a unified solution to address these common challenges. Consider how many of these issues are present in your business?
Disjointed Customer Views: Disconnected data sources lead to disorganised customer views.
Inefficient Data Navigation: Marketers struggle with navigating multiple data sources, tracking progress, and managing journeys effectively, resulting in wasted time and increased agency costs.
Lack of Insights: Fragmented customer data limits opportunities and requires extra manual effort.
Poor Relationship Visibility: Inadequate visibility into customer relationships hinders the development of effective journeys.
Generic Messaging: Incomplete customer data and manual journey creation make it difficult to deliver personalised messages, resulting in a one-size-fits-all approach to content and engagement.
Organisation Requirements
If your business faces these challenges, you may need a solution that can:
- Consolidate your customer data sources.
- Increase visibility into each customer relationship.
- Grow account revenues and increase loyalty through personalised and timely messaging.
- Reduce the burden on your marketing team by streamlining journey creation, maintenance and management.
Examples of ROI from D365 Customer Insights
In 2024, Microsoft commissioned Forrester Consulting to examine the benefits of using Dynamics 365 Customer Insights. Key finding include:
- 324% return on investment (ROI)
- 15% revenue improvement with each personalised customer journey
- 75% in time savings on customer journey development
- Typical payback within 6 months
How Customer Insights Benefits Organisations
Forrester’s research highlights several frequent benefits realised from Customer Insights:
- Improved employee experiences through data centralisation and ease of use.
- Increased revenue and profit from improved customer visibility and journey orchestration.
- Marketing team time savings in customer journey development and maintenance. This often results in more journeys overall, but these are managed with reduced effort, driving better personalisation and improved effectiveness.
- Consolidated data and AI insights identify top customers, creating further productivity gains and enabling timely communication with them.
- Cost savings by retiring legacy solutions, consolidating data storage, and integrating marketing solutions under Dynamics 365 Customer Insights. This typically includes reduced spending on licensing and IT resources to maintain integration and infrastructure.
- Shifting marketing spend to digital by reducing the reliance on telemarketing and physical mail campaigns
- Avoid marketing agency expenses as internal teams can use their time more productively, including reallocating previously outsourced work.
- Better data security because client lists don’t need to be shared with third-party suppliers.
- Avoiding compliance issues and minimised risks of irritating customers by bombarding them with unwanted communications or violating opt-out instructions.
Discover Customer Insights
Interested in exploring how Dynamics 365 Customer Insights can help your organisation unlock similar benefits and ROI? Contact us to find out more.
Access the Forrester report: Total Economic Impact™ of Dynamics 365 Customer Insights
