Gather customer insights and analytics using next-generation AI to deliver a world-class marketing experience through personalised customer journeys. Discover how Dynamics 365 Customer Insights can transform your marketing.
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By combining the existing Dynamics 365 Marketing and Customer Insights products into one solution, Microsoft enables organisations to not only enrich their data, but effectively market with it, producing the best results for your business and the best experience for your customers.Â
Formerly called Dynamics 365 Marketing, Journeys allows you to fully personalise the customer journey using Dynamics 365 across multiple channels, including emails, SMS, push notifications, and more.
Features include trigger-based journeys that react to customer actions, such as filling out a form or registering for an event, and segment-based journeys that target customers who share certain attributes, like loyalty club members in a specific region.
Journey templates provide pre-built patterns to simplify the creation of common customer journeys.
Lifecycle management allows journeys to move through stages such as Draft, Publishing, Live, and Completed, with automatic transitions based on system actions.
Personalisation is enhanced through if/then branches, allowing each customer’s experience to be tailored based on their actions or segment membership.
Formerly called Dynamics 365 Customer Insights, Data allows you to unify and enrich your existing customer data to gain deeper insights into behaviour, preferences and interactions.
Key features include the ability to create 360-degree customer views by connecting data from transactional, behavioural, and demographic sources. It does this all while ensuring robust data governance and compliance with built-in privacy, security, and governance tools.
The platform provides real-time insights and predictive analytics using prebuilt AI (Artificial Intelligence) models or custom AI/ML (Machine Learning) models.
Better understand the customer journey in Dynamics 365 by using real-time events to immediately respond to customer actions to turn interest into sales. Optimise journeys with the help of A/B testing.
By unifying your transactional, behaviorial and demographic data, build up rich profiles of your customer base.
Copilot functionality allows you to enrich your data, predict intent and schedule customer engagement at the right time to deliver the best results.
Generate tailored content and headlines, branded emails, and captivating images with the help of Copilot.
With the option to communicate via a number of channels, including SMS and push notifications, you can ensure that you’re reaching your audience via their preferred method.
Use automatic data refreshes to add consent data to ensure that your organisation meets privacy and security regulations.
£769.00
per tenant, per month
£1,307.20
per tenant, per month
* Qualifying applications are: Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Supply Chain Management and Dynamics 365 Commerce.
Price Per Pack Per Month | Notes |
|
|---|---|---|
| 10,000 - 50,000 Interacted People (sold in packs of 5,000) | £192.20 | Sold in packs of 5,000 Interacted People |
| 50,000 - 250,000 Interacted People (sold in packs of 10,000) | £230.70 | Sold in packs of 10,000 Interacted People |
| More than 250,000 Interacted People (sold in packs of 50,000) | £384.50 | Sold in packs of 50,000 Interacted People |
Interacted People– equivalent to the marketable contact unit in Dynamics 365 Marketing. An interacted person is any Dataverse entity (such as a contact, lead, account, or an Insights profile) which is interacted with. An interaction is defined as either through an outbound interaction or an inbound interaction, such as filling in a form through a website.
Price Per Pack Per Month | Notes |
|
|---|---|---|
| 100,000 - 500,000 Unified People | £1,537.90 | Sold in packs of 100,000 Unified People |
| 500,000 - 2,000,000 Unified People | £1,153.40 | Sold in packs of 100,000 Unified People |
| More than 2,000,000 Unified People | £769.00 | Sold in packs of 100,000 Unified People |
Unified People – equivalent to the previous profile meter in Dynamics 365 Customers Insights. A person represents a uniquely recognised individual that is created through a collection of defined data source sets from several systems.
Pricing shown above is the per month equivalent, based on an annual commitment paid upfront.
For more information on Microsoft Dynamics 365 Customer Insights and how its capabilities can enhance your customers’ journeys and help you get the most from your data, get in touch.
Click through to explore our answers to your top questions.
Microsoft Dynamics 365 Customer Insights is a separate product and is not automatically included with all Dynamics 365 applications. It can be purchased and integrated with other Dynamics 365 applications.
Yes, Dynamics 365 Customer Insights can be purchased as a standalone product, as it’s designed to work independently or integrate seamlessly with other Dynamics 365 applications. You can even use Dynamics 365 Customer Insights with different CRM systems, such as Salesforce, as it can pull data from various external sources through connectors and APIs.
Dynamics 365 Customer Insights and Dynamics 365 Marketing were originally separate applications, each serving distinct purposes. Customer Insights focused on unifying and analysing customer data from various sources, whereas Dynamics 365 Marketing was designed to automate marketing tasks, manage customer journeys, run campaigns, and generate leads through various channels like email, social media, and events.
Microsoft has now combined these two applications into a single, unified offering with added features under the name Dynamics 365 Customer Insights.
As stated earlier on this page, this includes Customer Insights – Journeys, which is the new version of Dynamics 365 Marketing.
A customer journey in Customer Insights refers to the path that a customer takes as they interact with your business. This journey can be visualised and automated using the platform’s tools. Customer journeys can include simple interactions, such as opening emails from a marketing campaign to complex process which include multiple touchpoints.
There are two main types of journeys: trigger-based journeys, which react to specific customer actions like filling out a form, and segment-based journeys, which target customers who share certain attributes.
You can track how contacts react to your marketing efforts and gain insights into various entities, including contacts, leads, segments, customer journeys, email messages, lead scoring models, marketing pages, marketing forms, websites, and redirected URLs. These insights are presented through graphs, timelines, and key performance indicators (KPIs).
Prior to December 2, 2024, you could use Customer Insights to manage various social media accounts. However, this feature has now been discontinued, meaning you can no longer use Customer Insights for social posting and LinkedIn lead generation. If you would like a single marketing solution which allows you to manage social media, why not take a look at our partners Click or Touchdown?
Dynamics 365 Customer Insights self-service refers to the capabilities that allow users to independently manage and analyse their customer data without needing extensive technical support. This includes features like data unification, segmentation, and insights generation, all accessible through an intuitive interface.
The platform integrates with Dynamics 365 Customer Voice (which is included with Customer Insights) allowing you to create and distribute surveys directly from Customer Insights. You can use survey data to enhance customer profiles, segment customers based on their responses, and automate follow-up actions with customer journeys in Dynamics 365.
Customer Insights allows you to track website visits and banner clicks. By embedding a tracking script on your website, you can collect data on how visitors interact with your site. This data can be used to create detailed customer profiles and personalise customer experiences based on their online behaviour.
Yes, we do. Please see our Dynamics 365 training page for more information.