Microsoft Dynamics 365 Marketing_

As a Microsoft Partner, Infinity Group deployments of Customer Insights cost £1,397.30 per tenant, per month. This covers both Customer Insights – Journeys and Customer Insights – Data.  

If you already have a Dynamics 365 deployment, you may be able to get a reduced plan, starting from £821.90 per tenant, per month. 

Customer Insights – Data and Customer Insights – Journeys make up the Dynamics 365 Customer Insights suite. They work together to provide a comprehensive solution for understanding and engaging with customers.    

Customer Insights – Data is primarily focused on data collection and analysis. It allows businesses to unify customer data from various sources, creating a single, 360-degree view of every customer. This data can include demographics, purchase history, preferences and interactions across different channels. By analysing this data, businesses can gain valuable insights into customer behaviour, identify trends and segment customers based on specific criteria.    

Customer Insights – Journeys builds upon the foundation provided by Customer Insights – Data. It allows businesses to design and execute personalised customer journeys, guiding customers through different stages of the customer lifecycle. This involves creating targeted campaigns, automating interactions, and delivering relevant content at the right time. By leveraging the customer data collected in Customer Insights – Data, Journeys can ensure that communications are tailored to individual needs and preferences. 

Although primarily created for marketers, Infinity Group have deployed Customer Insights for numerous business roles. This includes: 

• Marketers: Create and execute targeted marketing campaigns, personalise communications and measure campaign effectiveness. 

• Sales teams: Identify sales opportunities, nurture leads and improve customer acquisition and retention rates. 

• Customer service representatives: Provide personalised support and resolve customer issues more efficiently. 

• Product managers: Gather feedback from customers, identify product improvement areas and develop new products or features. 

• Data analysts: Analyse customer data to uncover insights and trends, inform business decisions and optimise marketing strategies. 

• Executives: Gain a comprehensive view of customer behaviour, measure the impact of marketing efforts and make strategic decisions based on data-driven insights. 

Customer Insights – Journeys can track a wide range of data to provide a comprehensive understanding of customer behaviour and interactions. This includes: 

• Customer demographics: Age, gender, location and other personal information. 

• Purchase history: Products purchased, purchase frequency and spending patterns. 

• Website and app activity: Pages visited, time spent on site and user actions. 

• Email interactions: Open rates, click-through rates and email engagement. 

• Social media activity: Engagement with brand content, social media interactions and followers. 

• Customer support interactions: Support tickets, inquiries and resolution times. 

• Survey responses: Customer feedback and opinions on products, services and experiences. 

• Event attendance: Attendance at webinars, conferences or other events. 

• Customer sentiment: Positive or negative sentiment expressed through interactions and feedback. 

Customer Insights replaces Dynamics 365 Marketing and builds on its capabilities.  

Dynamics 365 Marketing was primarily designed for creating and executing marketing campaigns. It offered features for email marketing, event management, lead scoring and social media marketing with only some personalisation options. 

Dynamics 365 Customer Insights – Journeys is more focused on providing a comprehensive view of customers and creating personalised customer experiences. It leverages AI to analyse customer data and deliver tailored communications and offers across multiple channels.