Why is Customer Engagement important? Microsoft Dynamics 365 Customer Engagement is really the unifying theme in all the CRM apps. We implement a more streamlined sales process, integrated marketing, self-serve customer experience, field services, PSA, reports and dashboards, all to give the customer a better experience. Customer experience is the new metric of success; and Microsoft knows this.
Apps available with Dynamics 365, Enterprise Plan 2
Intelligent Customer Engagement
When Office 365 was released, it was an online version of the on-premise productivity tools: Exchange, SharePoint, Office applications and Lync. Over time, embedded services like Yammer, Delve, Office Groups and recently Teams, became available to Office 365 subscribers as cloud-only services. We are starting to see the same progression with Dynamics 365. Right now, the CRM apps in Dynamics 365 are the same as the on-premise CRM modules, with a few exceptions. New cloud-only services from Microsoft and partners are starting to emerge with a Customer Engagement theme.
This series of posts will look at new customer engagement services. It provides insight on:
- Who it is for
- How to activate it
- How to use it
We Deal with Customers in Different Ways
Depending on your relationship with your customers, these engagement tools may be a great fit or a distraction. Loosely speaking, they map to the level of relationship you have with your clients:
B2B or Account Management
If your primary relationship is with another company, then Insights (by InsideView) is likely to bring you the most value.
Data Source: Public data
B2C or Contact Management
If you deal directly with customers who have a one-to-one relationship with your sales and/or service team, then Relationship Insights (by Microsoft) may be right for you.
Data Source: Internal data (CRM and Exchange)
You sell directly to the customer but the relationship is more with your brand than with your salespeople (think large retailer or e-commerce site). If maintaining your brand is more important than individual customer relationships, then Social Engagement (by Microsoft) may be the best fit.
Data Source: Social Data