Customer engagement is about more than touchpoints. For sales organization to be successful, it requires creating meaningful connections, building relationships, and nurturing the relationships to establish trust. To build these relationships, sales professionals need robust and up-to-the-moment customer insights as well as the ability to collaborate effectively to deliver customer commitments.
Dynamics 365 for Sales and Microsoft Relationship enable sales reps to build deeper customer connections at scale using the power of Dynamics 365, LinkedIn, and Office 365. Sales professionals receive recommended content in addition to activities and notes through the sales playbook when working on an opportunity, helping to ensure they are using the right content for the right context.
The configure-price-quote capability enables sales professionals to efficiently put together the right product solution and quote the solution to customers. The ability to do simple forecasting will help in situations where external checks and adjustments need to be accounted for.
Hey you!!!, if you are in Amsterdam please join me I am speaking at Directions EMEA event in Amsterdam on 28 March...
Dynamics 365 for Marketing is a marketing automation solution that can help businesses turn more prospects into business relationships. Since its launch in April 2018, Dynamics 365 for Marketing has seen increasing adoption by organizations looking to nurture more sales-ready leads, align sales and marketing, make smarter decisions and grow with an adaptable platform. The app goes beyond basic email marketing to provide deep insights and generate qualified leads for your sales teams. Its graphical content-creation and design tools make visually rich emails, landing pages, and customer journeys easy to design and execute.
Our customers are increasingly looking to tailor the app to various roles and personas within their organization. They want to keep their user experience simple while achieving business goals through interconnected customer journeys. This requires support for centralized implementation by a few power users while enabling marketers to tweak their campaigns for the best returns. It also requires integrated actionable intelligence at every step to improve decision making and identify the best path forward.
The April '19 release lights up new intelligent scenarios and enhanced extensibility capabilities so customers and partners can tailor the application to specific needs. The application also adds social marketing capabilities beyond its existing social insights and analytics. Here are the key investment areas for the April '19 release:
Actionable intelligence lets you build optimized target segments, craft appealing content for better delivery, and orchestrate effective communications strategies. It leverages rich data sets available with the marketing app to help marketers maximize the impact of their campaigns.
Personalized marketing now extends to landing pages, which can provide content that's personalized for known visitors. Design innovative new marketing experiences that feature mixed reality to help drive richer engagement with potential leads. Marketers can achieve more on social channels by posting right from the app.
Easy Onboarding Trial sign-ups can now be done in a few steps and spun quickly in minutes. New users can get started through the intuitive dashboard and discover value with guided tasks for common marketing scenarios. This comes along with general usability improvements for better experience.
Integrate and extend the solution. Platform extensibility enhancements help customers and partners meet specific needs, deliver turnkey projects, and support vertical scenarios. New APIs will enable you to link journeys to business processes, and to create target segments programmatically. You can use your own content management system to submit information directly via forms, and to set up event pages or landing pages. Social integration is further enhanced to include social-posting capabilities. Sales users can now influence marketing with a few clicks.
Fundamental investments continue to deliver improved usability, performance, scalability and throughput for campaign execution and email marketing. The segmentation interface has been improved and optimized for frequently used marketing scenarios. Usability improvements in insights provide complete visibility across all campaign elements, form interactions, email messages, and more.
Dynamics 365 for Customer Service aims to enable businesses to differentiate themselves from their competition by providing world-class customer experiences. Customers today value the ease and speed of resolution and they want to receive service on their preferred channel of engagement, at any time, and on any device. We are enabling these capabilities by building an intelligent omni-channel customer experience and an empowered agent experience.
A true omni-channel experience in the product will preserve context and provide a continuous experience as customers seamlessly switch across self-service, peer-to-peer service, and assisted-service channels. An empowered agent experience will provide an application experience that is unified across channels and line of business (LOB) applications, is contextual to the engagement, and comes with productivity tools to resolve issues faster.
Themes for Customer Service April '19 release
Channels: In line with our goal to provide increased channel flexibility to customers, we will provide live chat as a channel for customers to seek real-time support. We will also enable SMS support for customers to receive automatic notifications and engage with support agents at their own pace.
Agent experience: In the October '18 release, we released the Omni-channel Engagement Hub for preview. Omni-channel Engagement Hub is a customizable, high-productivity app built on Unified Service Desk for agents working on multiple channels. In the April '19 release, we will make this generally available. In addition, we will offer a browser-based multi-session, multi-app agent experience built on the Unified Interface framework.
Case management is a cornerstone capability in customer service. We will rework key experiences to improve usability and productivity.
Knowledge management: We will make key enhancements to the knowledge base (KB) authoring experience. KB admins can create KB templates for common scenarios like FAQs, how-to articles, and so on. KB authors can leverage these templates to quickly create standardized KB articles.
It is time for the biggest D365 Saturday event all the world! This event will take place at the Microsoft Office in Paddington London on 19 January 2019. Full details and event schedule is here: http://365saturday.com/dynamics/london-2019/
Dynamics 365 Saturday is a free Technical & Strategy Event Organised by the Microsoft Dynamics Community MVP’s For CRM and ERP professionals, technical consultants & developers. Learn & share new skills whilst promoting best practices, helping organisations overcome the challenges of implementing a successful digital transformation strategy with Microsoft Dynamics 365.
Dynamics 365 Saturday will replace CRM Saturday to provide a single platform to serve the whole Dynamics 365 community, the core customer experience values and ethics of CRM Saturday will continue to live on through 365 Saturday with the rest of the Dynamics Community.
I have a session in this event on 10th February. Session name is “Dynamics 365 V9 New Features & Deprecations” in Microsoft Dubai Office in Media City between 13:00 and 14:00. Also, I will share my knowledge on Dynamics 365 in Hackathon on 11th February.
My session focuses on who interested in taking the plunge to “code”. The session will be covering all development structure. Attendees can easily see the difference between versions from a development perspective and will be particularly helpful for those who work on upgrade projects.
Full details here: http://365saturday.com/dynamics/london-2019/