As we resume our Dynamics 365 Deep Dive journey, we focus on Insights. The motto in real estate is “location, location, location.” Let’s see how Microsoft, one of the leaders in applying artificial and machine learning intelligence to their Sales, Marketing, and Service applications, makes a case for “Insights, Insights, Insights” being their new catchphrase.
I commend Microsoft for spurring on the competition by applying very useful technology to customer-facing applications; that being said, the word Insights is a little overdone here. In this blog, we will discuss each of these and its benefits so as to provide you with a more thorough understanding of what it all means.
Let's see how intuitive Insights can be!
Insights – Powered by InsideView
Insights, formerly known as Customer Insights - Powered by InsideView, provides the Dynamics 365 user with comprehensive company and contact data, timely news and social feeds, along with a substantial network of professional connections that can be used to your strategic advantage during the marketing and selling process to be stay connected, sell smarter, and thrive.
Insights has been on the market for a few years and continues to see improvements. In the most recent version, the user interface (UI) and user experience (UX) see significant updates. Here is the improved “card” view:
The expanded Insights view:
Social Insights merges Microsoft Social Engagement with Dynamics 365. Social Insights from Social Engagement gives you the ability to analyze social media data to identify emerging trends, be they positive, negative, or neutral, in people’s comments. You have the option of drilling down into data so you can see what people have said, and immediately act on it:
The ability to combine data from a variety of sources and generate knowledge and insight are key functions of Customer Insights, a cloud-based SaaS service. What this does is allow you to build a holistic 360° customer view. Customer Insights provides the option to connect to transactional data sources along with customers’ model profiles and interactions. This function enables organizations the ability to create insights through KPIs about their business. In its current version, Customer Insights involves substantial setup and does require an Azure subscription. While this one is still in its early stages, it will be very significant:
The ideal end-goal is to develop personalized, productive relationships with both your customers and your prospects. To achieve this goal, the most recent version of Dynamics 365 constantly analyzes a vast collection of stored customer-interactions in your Dynamics 365 and Microsoft Exchange systems. This allows you to gain a better understanding of your business relationships, enables you to evaluate your activities in relation to prior successes, giving you the ability to choose that next best action:
Relationship Insights includes four components:
- Relationship Analytics – natural language processing in visual mode that evaluates the sentiment of email and various communications sent by your customers and prospects. Predictive intelligence scrutinizes signals such as prospect email responses and amount of lead interactions, comparing them to patterns gathered from previous successful sales.
- Relationship Assistant - actionable cards tailor-made for each user’s specific role. Your sales team, for example, might only see items like scheduled calls, travel itineraries, and due dates for proposals. Whereas, your customer support people would see support tickets, germane emails, and outage notices, with all information prioritized for action determined by relationship health.
- Auto Capture - automatically track your emails, tasks, and activities while integrating with Microsoft Exchange. With Auto Capture, users can channel external data into Dynamics 365, automatically creating and updating custom records. No code writing necessary. Routine activities like emails and social actions are generated based on rules users specify for their contacts and communications. Custom activities can be created as well.
- Email Engagement – allows you to track what occurs with your emails once they are sent. It provides these three capabilities:
- Compose and Send: Send and track opens and clicks of recipients. This feature lets users schedule email sends when business intelligence data shows the period a prospect is most likely to open their email. The feature will instantly set reminders to follow up on unopened messages at the appropriate time.
- Tracking and Analytics: Get information on how, when, and where recipients engage with your emails. Whether your recipient is reading your messages on the go from their mobile device or bright and early at their desk, you’ll know.
- Mobile Email Application: Track attachments, view email statistics, and monitor the timeline of your activity all on your smartphone or tablet:
Organization Insights (for Dynamics 365 online only) liberates organizations, allowing them to drive end-user adoption, troubleshoot with ease, all while ensuring better performance within their Dynamics 365 instance.
So, what’s the motto? Insights, Insights, Insights for Dynamics 365!
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