dynamics 365 D iconWhat Is Dynamics 365 Customer Insights – Journeys?

Dynamics 365 Customer Insights – Journeys (Formerly Microsoft Dynamics 365 Marketing) is a comprehensive, highly customizable solution designed for the modern marketer. It can be used as a standalone product or in tandem with other Dynamics 365 modules to deliver individualized lead and customer experiences.

Given its scalability, Dynamics 365 Customer Insights – Journeys is the preferred choice of both mid-market and enterprise organizations alike.

This solution uses advanced marketing features and AI-driven technologies to drive engagement, identify and nurture leads, and augment sales—in a way that is unique to your customers and industry.

The Dynamics 365 Customer Insights – Journeys application is meant to align an organization’s marketing team with the goals and methodologies of its sales team. It creates a seamless customer journey that begins the moment an individual becomes a lead, and continues well beyond their first purchase.

With this solution, organizations can develop and strengthen customer experiences, leverage data to grow revenue, and use built-in features to unify their marketing and sales approaches.

Dynamics 365 Customer Insights – Journeys Capabilities

Dynamics 365 Customer Insights – Journeys is designed to assist organizations in transforming prospects into loyal customers. Within the application, users can generate and score leads, nurture relationships, organize events, and collect valuable customer feedback. The solution engages people in real time, one-on-one, at scale.

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Real-Time Marketing

Dynamics 365 Customer Insights – Journeys provides real-time marketing capabilities, including push notifications, customized event triggers, and live journey management. With real-time marketing, organizations have the ability to connect with customers at opportune moments, using data and predetermined triggers to personalize their messaging.

Dynamics 365 Customer Insights – Journeys tools leverage AI to build real-time emails, send text messages, manage compliance, and deliver value through a customer’s preferred channels.

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Outbound Marketing

Another robust capability offered by the Microsoft marketing platform centers on outbound marketing. Through this application, organizations can connect and sync their marketing and sales efforts. Utilizing Microsoft Dynamics CRM marketing features, businesses are able to seamlessly manage events, trade shows, cold calling, email blasts, and in-person interactions.

Specifically, this Dynamics 365 module gives teams advanced control with respect to social media messaging, email marketing, web forms, lead scoring, customer insight, and event management. Capabilities include:

  • Social Media: Companies can engage their audience on social platforms and websites through social posts and monitoring. Dynamics 365 Customer Insights – Journeys allows businesses to create, preview, schedule, and post messages across Twitter, Facebook, Instagram, and LinkedIn. A social media marketing calendar within Dynamics 365 Customer Insights – Journeys provides at-a-glance and deep-dive insights.
  • Lead Nurturing: To get the most out of an advertising budget, the platform lets organizations design, build, and track custom landing pages. These marketing pages use dynamic content tailored to a prospect’s behavior, interests, and geographical location. Capture lead information, qualify and score prospective customers using automated procedures, and develop custom workflows that progress leads through the buyer’s journey.
  • Networking, Trade Shows, Webinars, and Events: Dynamics 365 Customer Insights – Journeys automation capabilities enable organizations to manage their event needs in one location. This encourages seamless collaboration between marketing and sales teams. Users can manage event planning, registration, sponsorship, attendance, post-event surveys, and follow-up tasks—all within the Dynamics 365 Customer Insights – Journeys module.
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Improve Customer Experience With 365 Marketing AI

Dynamics 365 Customer Insights – Journeys uses artificial intelligence to improve the customer experience. The platform leverages AI to create content, perform A/B tests, personalize channels, and analyze data. AI assists users in efficiently crafting emails, offers, and recommended content that have the best chance of engaging customers. Additionally, AI can be used to segment leads and contacts, determine strategy effectiveness, and track KPIs using easily-digestible dashboards.

There are built-in spam checker tools and automated schedulers that use machine learning to craft organization-specific insight. As a result, customers receive the right content using the right channels at the most opportune time.

Dynamics 365 Customer Insights – Journeys Features

The many capabilities of Dynamics 365 Customer Insights – Journeys are made possible thanks to a robust set of built-in features. As a result, Dynamics 365 Customer Insights – Journeys is a popular choice for organizations looking to simplify marketing efforts, grow profits, and maintain customer satisfaction.

Within the application, users can:

  • Design dynamic digital content
  • Manage email marketing
  • Create automated marketing campaigns
  • Send customer surveys
  • Personalize marketing efforts by contact, segment, and buyer stage
  • Integrate CRM efforts with marketing web pages, and more

Improve Your Customers Journey

Dynamics 365 Customer Insights – Journeys provides an automated customer journey feature with visual modeling to help users understand what part of the buyer’s journey an individual is in, and what steps need to be taken to convert them into paying customers. Marketers create groups of contacts, called “customer segments.” The segment designer feature is similar to an advanced-find tool, with more robust, flexible querying powers.

Develop Your Marketing Segments

Users can build both static and dynamic segments based on data across different entities:

  • Leads
  • Contacts
  • Accounts
  • Marketing lists
  • Event attendees
  • Engagement with specific marketing initiatives

These marketing groups can be designed (using natural language commands) to segment contacts by demographics, firmographics, and behaviors. Teams can even use these segments to market directly on LinkedIn.

Once a customer segment has been created, marketers can automatically apply targeted customer journeys. Dynamics 365 users can design custom segments or choose from a comprehensive selection of standard templates. Examples of segment templates include contacts who attended a webinar, clicked on an email, used a Firefox browser, or resided in a specific geographical location. Templates can easily be modified using an intuitive drag-and-drop feature, and custom versions are simple to build.

This feature helps organizations attract high-quality leads and oversee multichannel customer journeys. Automated nurture programs that rely upon customer segments are able to deliver personalized experiences. Customers and prospects alike receive high-impact, carefully timed content that guides them through their buyer’s journey.

Lead Scoring Automation With Dynamics 365 Customer Insights - Journeys

Dynamics 365 Customer Insights – Journeys offers features that automatically score leads. To facilitate lead hand-offs from marketing teams to sales, a lead scoring automation tool assesses prospects and signals the top leads for the sales team to pursue. Each lead is assigned a letter grade, calculated by weighing the individual’s:

  • Demographic information (age, income, education)
  • Firmographic details (industry, company size, location, performance)
  • Actions taken (clicks, opens, site visits, event attendance)

Until a lead reaches a certain grade, it remains in a lead nurture program. When a lead reaches a sales-ready threshold, this Dynamics 365 feature triggers predetermined events within the platform and the lead advances to the sales team.

Event Management With Dynamics 365 Marketing

Whether it’s a conference, trade show, or webinar, live events are challenging to plan and carry out. Dynamics 365 Customer Insights – Journeys simplifies event management for sales and marketing teams. Within the application, users can manage the entire event planning process, from budgeting to execution to follow-up surveys. With Dynamics 365 Customer Insights – Journeys, organizers can:

  • Manage event registration and attendance
  • Plan and promote events using built-in business processes
  • Oversee sessions, tracks, and event speakers
  • Publish event websites for registrations and detailed information
  • Organize venues and track rooms, buildings, and layouts
  • Track sponsors and sponsorships
  • Use Microsoft Teams for webinars, interactive meetings, and live events
  • View contacts’ attendance history
  • Evaluate ROI

Not only does Dynamics 365 Customer Insights – Journeys enable users to plan, publicize, and host events, it also makes getting attendee feedback easier. Dynamics 365 Customer Voice is a Marketing module feature that can be used to build surveys and generate crucial business data. Organizers can collect feedback by including an event-specific survey to emails (or a customer’s preferred channel). These responses—and any new leads captured by the event—are then handed off to the sales team for follow-up.

Marketing Automation With Dynamics 365 Customer Insights - Journeys

Dynamics 365 Customer Insights – Journeys marketing automation provides personalized customer journeys at-scale. With this feature, users can create automatic lead generation and scoring. Organizations can set up automated marketing campaigns with fully customizable elements and workflows. The platform offers marketing email templates, responsive workflows, landing pages, and centralized data.

For sales and marketing teams that rely on LinkedIn for lead generation, Dynamics 365 Customer Insights – Journeys provides automatic lead syncing. When a lead fills out a LinkedIn form, their information automatically connects with the Microsoft CRM Marketing module.

Together, these properties streamline content creation, lead management, customer segmentation, event administration, and automated campaigns—and ultimately lead to actionable analytics.

Dynamics 365 Customer Insights – Journeys Pricing

The Dynamics 365 Customer Insights – Journeys module pricing, for companies not using any other Dynamics 365 application is priced per tenant. The starting package includes 10,000 contacts, 100,000 interactions, and 1,000 SMS messages.

Additional packs of contacts can be purchased at different tiers, ranging from 5,000 to more than 500,000. Similarly, additional interactions packs can be purchased, starting at 50,000 interactions.

There are discounted rates for organizations that currently have ten or more users on a qualified Dynamics 365 Customer Insights – Journeys application. Contact our team for a quote.

Make Dynamics 365 Customer Insights – Journeys a Tool for Your Business With Stoneridge Software

At Stoneridge Software, we pride ourselves on enabling your business through technology and partnership. Whatever your business needs, we’re here to help.

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Dynamics 365 Customer Insights - Journeys Consulting and Implementation

Stoneridge Software is a Microsoft Solutions Partner, specializing in Dynamics 365. Our team offers marketing consultation and D365 implementation. We provide project management, architecting, development, and product customization. Our recognized experts are committed to helping organizations further their business and reach their marketing potential.

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Dynamics 365 Customer Insights - Journeys Customization and Optimization

Dynamics 365 Customer Insights – Journeys comes with ample possibilities for customization without the need for coding. Organizations can easily design custom workflows and business processes, and leverage templates to personalize customer journeys. However, for businesses that are looking for advanced functionality and third-party integrations, the in-house consultants at Stoneridge Software are here to help.

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Dynamics 365 Customer Insights - Journeys Training

Dynamics 365 Customer Insights – Journeys is a powerful solution with many capabilities and endless potential. It’s our goal to ensure that your business is getting the most out of your software. Stoneridge Software offers Dynamics 365 Customer Insights – Journeys training with online and onsite workshops to train your users, hone their skills, and assist with a smooth transition to your new system.

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Dynamics 365 Customer Insights - Journeys Support

As your Microsoft partner, Stoneridge Software provides ongoing support after your go-live. We offer support plans for current clients and any organizations using Dynamics 365 Customer Insights – Journeys. If your business has a highly-customized environment or if you require assistance improving your processes and user adoption, we’re always available for in-person and virtual support services. Our experts can help evaluate your ISV add-ons and third-party products, train your users, build reports, fix errors, and guide your business on how to build the best customer journeys. A Stoneridge Software support plan comes with a ticketing system and a customer portal—so you can get answers fast and accountability always.

Dynamics 365 Customer Insights – Journeys Case Studies

HP

Dynamics 365 Customer Insights – Journeys has helped small-, midsize-, and enterprise organizations alike, elevating their marketing efforts and integrating sales and marketing teams in the process. Companies like HP, for example, have used Dynamics 365 Customer Insights – Journeys to foster customer loyalty and lower operational costs through personalizing customer experiences and reducing support call times. Using the platform, HP agents had robust, real-time views of each customer and were able to tailor their support accordingly. These business processes can be applied to any organization using Dynamics 365 Customer Insights – Journeys.

Read the Case Study at Microsoft

Mercer-MacKay

Mercer-MacKay used Dynamics 365 Customer Insights – Journeys to grow traffic and customer engagement by more than 250 percent.

Read the Case Study at Microsoft

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Reach Out to Stoneridge Software to Discuss Your Marketing Software Needs

Make Stoneridge Software your Microsoft Dynamics 365 Customer Insights – Journeys implementation partner. Our implementation team has a strong track record for project completion and more than two centuries of combined experience working with Microsoft Dynamics. Our experts have successfully completed 100 percent of all implementations, and have a combined 215 Microsoft certifications. The average Stoneridge Software consultant has over 14 years of industry knowledge, and 45 percent of our employees used to work at Microsoft. The Stoneridge Software team has worked alongside Microsoft to research, develop, test, and document Dynamics products—as product managers, developers, testers and technical writers.

Our team provides ongoing customer support that lasts beyond your go-live date. We’re here to walk you through everyday questions and complex, time-sensitive scenarios because at Stoneridge Software, we value our role as your technology partner. 

Reach out to us to discuss your needs and see how Dynamics 365 Customer Insights – Journeys can elevate your efforts, generate new leads, and supercharge your customer experiences.