Utilizing the Customer Journey in Dynamics 365

Posted on: November 26, 2021 | By: Rosie Gill | Microsoft Dynamics CRM

One of the primary methods of growing a business is finding and retaining customers. Signing on new consumers brings an organization growth in the company, revenue, and profit. Because of the large impact customers have on the vitality of a business, having a developed and advanced way of reaching new customers is imperative.

The customer journey is the roadmap to achieving this. Through this journey, companies are able to understand how a customer goes from finding out about a product, exploring it, comparing it to other options, and finally buying it. This measured insight allows companies to be more precise in their recruitment methods.

This journey extends to all forms of interaction between company and customer, whether it’s the customer purchasing something or them liking a social media post from your organization, both of these actions fall into the pathway from discovery to purchase. This is why creating an experience that keeps consumers engaged and excited is important to keep business growing.

Dynamics 365 CRM is a perfect application to develop your customer journey on. When your company is interacting with potential buyers, Dynamics 365 makes the process much more efficient through the utilization of the customer journey module. In this module, you can incorporate automated messaging, activity generation, and interactive checkpoints in order to keep customers engaged. 

Dynamics users have a few options when it comes to developing a customer journey in the CRM. After identifying your target audience, one choice is to set up a simple email campaign. You can also go the more precise route and develop a detailed customer journey that includes planning, automation, and overall monitoring of the journey to see how customers respond to various stages of the journey.

Features in the Dynamics 365 Customer Journey module include:

  • Customer journey templates that have pre-made structures
  • Using a common characteristic to separate and group together various contacts
  • Real-time visibility of planned activities surrounding any form of customer engagement, such as phone calls, emails, and meetings
  • Surveys that can be sent out through marketing emails or incorporated into customer journeys

There are 4 basic stages within the customer journey in Dynamics 365

Awareness

In this stage, customers become aware of the problem or opportunity that relates to them personally, and they begin seeking out different businesses to satisfy this opportunity. Through the usage of Dynamics 365, marketing teams can get leads through various channels, namely emails, LinkedIn, and events. 

Consideration

At this stage, potential buyers have acknowledged the presence of the challenge and are determined to address it. These buyers will evaluate the different options they have for satisfying their problem. Businesses can use Dynamics 365 at this stage to grow their leads through marketing automation. Keeping consumers up-to-date with monthly newsletters and consistent communication helps retain business.

Purchase

This is when the customer decides whether or not they will be buying your product. This stage in the journey revolves heavily around price and value proposition. They want to be well-informed on the product and feel confident in their purchasing decision. Dynamics 365 aids in this by allowing sales teams to have thorough information and data to track the process, whether it be notes, quote documents, or invoices. Being armed with this information at all times makes it quicker and easier for sales teams to answer questions and make customers feel more confident in the product. 

Retention

Because of the vastness and competitiveness of the marketplace, making sales is not enough. It is crucial that companies retain customers as well. Dynamics 365 helps improve and sustain customer relationships because it helps you develop a comprehensive after sales service and gives sales teams reminders to continue engaging with customers even after their purchase has been completed. 

Next Steps

Dynamics 365 offers a myriad of possibilities when it comes to expanding and developing your marketing system. If you are interested in learning more about how you can grow your business through marketing in Dynamics 365, reach out to an expert at Logan Consulting today.



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