Summary

  • 3 minutes

Building sustainable relationships with customers is the primary goal of any sales organization. You build these relationships over time by gaining clients' trust through:

  • Demonstrating subject matter expertise

  • Meeting or exceeding their expectations

  • Becoming a trusted advisor that they turn to

To build these strong, lasting relationships, it's important that organizations are aware of what's happening with their customers and are engaging with them at the appropriate times. Dynamics 365 Sales Insights assists sales professionals in building these customer relationships. By monitoring communication with customers and suggesting appropriate actions in the context of the customer, sales professionals can ensure that clients remain with them for a long time.

This module examined the key components that are provided as part of the Embedded Intelligence solution, including:

  • How the assistant can be used to provide suggested actions to engage customers based on activities and items that are related to them.

  • Examining how auto capture helps alert sellers of emails that are important or related to customer records such as accounts, contacts, and opportunities.

  • How the email engagement tool is used to track communication events with a customer such as when they open, reply, or forward email communication.

  • The process for defining reminders based on whether customers open or don't open emails that are sent to them in a specified period.

  • Exploring how Relationship Analytics helps gather information from your Dynamics 365 activities and provide deep insight into the health of your customer relationships, including trending information.

  • How you can use the predictive lead and opportunity scoring to target the right sales prospects and increase your overall win rates.

  • Examining how AI can be used to help facilitate better introductions and encourage stronger, more meaningful interactions.

The next steps are to gain a deeper understanding of other AI applications such as Customer Insights and how they can help your organization grow.