Describe use cases for Dynamics 365 Customer Insights - Journeys
Modern marketers need smarter ways to find the right prospects and build long-lasting relationships. Customer Insights - Journeys was designed to help you and your organization identify the right leads and nurture them into becoming customers. Customer Insights - Journeys lets you run multi-channel marketing campaigns to attract the right prospects. These campaigns can include email, web, events, text messaging, and custom channels. For example, a real estate company can create customer segments in Customer Insights - Journeys that represent younger families looking to purchase homes in a specific zip code. We can send them targeted marketing emails. As buyers open and interact with those emails, links to specific marketing content provide them with more information based on what they select. This content might include what they should be looking for in a home, information on financing. The information could also contain details about what is available in the area they're looking at.
Real-time marketing
Real-time marketing is often referred to as customer journey orchestration. Real-time marketing allows you to trigger customer journeys in real time based on the signals and rich profile data you collect from your customers. The data ensures that the triggered customer journey picks the right channel for each individual and connects in the moments that matter. For example, you could have a customer journey triggered when someone connects to the Wi-Fi at your coffee shop, or when someone visits your company's website.
Some of the key benefits of real-time marketing include:
Engage customers in real-time
- With trigger-based customer journeys using email, text message, or push notification channels, organizations can trigger customer journeys in real time. The can pick the right channel for each individual, and react to customer-led actions in the moments that matter.
Win customers and earn loyalty faster
- Real-time customer journeys are truly an end-to-end experience as they work across all customer touchpoints.
Personalize customer experiences with AI
Turn insights into relevant action with AI-driven recommendations for content, channels, and analytics.
Customer Insights segment and profile integration allows organizations to seamlessly use the deep customer understanding in Customer Insights.
Grow with a unified, adaptable platform
Easily customize and connect with tools you already use.
Efficiently manage compliance requirements and accessibility guidelines.
When reaching out to your customers with Customer Insights - Journeys, there are three important things to consider: who, what, and when.
The who is your audience – who is this communication for? In Customer Insights - Journeys, a segment defines your audience. This segment is a subset of your contacts that meet some criteria. For example, you could have a segment containing customers over the age of 60 who live in North America. You could have a segment for customers who earn more than $100,000 per year, or a blanket segment with all your active contacts. Learn more about segments: Build segments in Customer Insights - Journeys.
The what is the content and form of your communication - what are you sending? In Customer Insights - Journeys, this can be an email, a push notification, or a text message. These channels can be used separately or together in one campaign. Learn more about channels:
The when can be as straightforward as a planned time when you want to send the communication, but with Customer Insights - Journeys, it can also be an event that triggers the communication as part of a journey. You can combine emails, push notifications, and text messages into journeys. Those journeys can operate over either a segment of contacts at a planned time or that can respond to a trigger to reach customers in the moments that matter. Learn more about journeys: