Microsoft Dynamic 365 Cutomer Insights.pptx

Microsoft Dynamics 365 Customer Insights is an AI-powered customer data platform (CDP) that helps organizations understand their customers deeply by unifying data from multiple sources into a single, comprehensive customer profile.

It allows businesses to analyze customer behavior, predict future needs, and personalize interactions across marketing, sales, and service channels.

1. MICROSOFT DYNAMICS 365 CUSTOMER INSIGHTS

2. What is Customer Insights ? Microsoft Dynamics 365 Customer Insights (CI) is a Customer Data Platform that gathers information from many systems and creates a 360° profile for every customer . Example : A clothing brand collects : Website activity Social media interactions Store purchases Customer support logs CI merges all of it into one view showing behavior, preferences, and loyalty.

3. Why Companies Need CI Without CI: scattered data no personalization poor decisions . With CI: connected data personalized messages smarter marketing . Example : Instead of sending “Dear Customer,” send “Hi Ali, your favorite item is back in stock!”

4. HOW CUSTOMER INSIGHTS WORKS Step Function Example Data Collection Gather from sources Website, CRM, Social media Unification Remove duplicates Merge similar names Profile Creation Build 360° view Purchases, Interests, History Segmentation Group customers Frequent buyers, Students Insights AI predictions Predict next purchase Action Send messages Automated journey emails

5. CUSTOMER JOURNEY – THE PATH OF A CUSTOMER A Customer Journey is the path a person follows while interacting with your brand . Example (Pizza Shop ): See Instagram Ad → Awareness Visit Website → Interest Place Order → Decision Receive Thank You → Action Get Loyalty Coupon → Retention

6. Email Marketing in CI Goal: Send personalized, scheduled emails and track engagement . Example (University Campaign): Welcome Email Scholarship Info Last Date Reminder Segmentation and Marketing Lists Segmentation = Dividing customers into meaningful groups . Types: 🌍 Geographic → Lahore customers 👩 Demographic → Age under 25 🛒 Behavioral → Frequent buyers 🎯 Interest-based → Gamers, Travelers Example : Dynamic list auto-updates when new data matches criteria.

7. LEAD GENERATION AND QUALIFICATION Lead: Someone showing interest . Lead Generation: Getting new potential buyers . Lead Qualification: Deciding if they are serious . Example: 200 people like ad 50 fill form 15 visit store → qualified leads

8. MARKETING FORMS Purpose: Collect customer data easily . Fields : Name, Email, Interest, Budget . Example : Webinar registration → creates lead in CI . EVENT MANAGEMENT Used to plan and manage : 🎤 Webinars 🏢 Trade Shows 💼 Product Launches Steps : Create event page Send invitations Track registration Record attendance Send feedback

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