HOW DYNAMICS 365 CUSTOMER INSIGHTS HELPS MAXIMIZE CUSTOMER ...

WHITE PAPER

THE POWER OF AI: HOW DYNAMICS 365 CUSTOMER INSIGHTS HELPS MAXIMIZE CUSTOMER LIFETIME VALUE

2 The Power of AI: How Dynamics 365 Customer Insights Helps Maximize Customer Lifetime Value

Synoptek

Introduction

As customers today get increasingly tech-savvy and well-informed, their expectations are sky rocketing. According to research, 91% customers focus on buying brands and follow them for relevant offers, and product recommendations. And 81% buyers want brands who recommend products with a knowledge of their preferences. Yet, despite all the efforts by retailers to satisfy customers, customers

perceive the experiences being offered by businesses as not up to the mark: 65% customers are frustrated by inconsistent experiences and availability of information across channels, 40% claim to have left a purchase mid-way and 61% customers have disengaged with companies, only due to poor shopping experiences with them.

Here are some further alarming customer experience statistics:

? 86% of buyers have claimed that they are willing to pay more for enhanced customer experiences ? 32% of customers will walk away from a brand they love, after a single bad experience ? More than two-thirds of companies now compete primarily on the basis of customer experience offered to

customers ? The number of companies investing in the omni-channel experience has jumped from 20% to more than 80%

since 2020 ? 77% of customers would recommend a brand to a friend after having a single positive experience with the

company selling the branded product

Given that statistically, it takes 12 positive customer experiences to make up for one negative experience, in today's highly competitive and demanding business landscape, companies have to resort to tools and technologies that help them improve the overall customer experience on offer to existing and potential customers.

Dynamics 365 Customer Insights (CI) incorporates cutting-edge AI capabilities to unlock insights about customers, while allowing businesses to offer experiences that are personalized, fulfilling, and extremely gratifying.

3 The Power of AI: How Dynamics 365 Customer Insights Helps Maximize Customer Lifetime Value

This white paper covers:

? How AI can help maximize customer lifetime value ? The AI capabilities of Dynamics 365 CI ? Dynamics 365 CI Value Proposition ? Dynamics 365 CI use cases ? How to get the best out of Dynamics 365 CI

Synoptek

How AI can Help Maximize Customer Lifetime Value

In today's omni-channel world, customers expect organizations to offer consistent experiences across all touchpoints; they want companies to proactively understand their needs and provide them with products that meets those needs to the T. But despite the pressure to deliver fulfilling customer experiences, most enterprises struggle to manage,

measure, and improve their journeys ? mainly because of data residing in siloed, legacy systems, which are inaccessible to the teams that require that data to derive meaningful information upon which, they can obtain actionable insights to make datadriven decisions.

90%

89%

34%

78%

75 %

of customers say purchase decisions are influesnced by online

reviews

of customers desire unified experiences

across channels

of shoppers say their phone will become their main purchasing

tool

of customers say personally relevant content increases their

purchase intent

of shoppers report they want more human interaction in the future, not less

Since customer experience has become a competitive driver for growth, organizations looking to improve customer experiences and maximize customer lifetime value can embrace AI to enhance customer experiences.

AI offers a treasure trove of opportunities. It can be employed to provide intelligent, convenient, and reimagined customer experiences that are integrated and personal at every point of the customer journey.

4 The Power of AI: How Dynamics 365 Customer Insights Helps Maximize Customer Lifetime Value

Synoptek

Marketing

Product Recommendation Customer Insights

Churn Analytics

Sales

Lead Scoring Sales Insights Dynamic Pricing

Service

Finance

Operations

Chatbots

Financial Forecasting

Virtual Assistants

Cash Flow Forecasting

Waiting Line Optimization

Risk Management

Predictive Maintenance

Demand Forecasting

Quality Assurance

Workforce

Employee Insights HR Insights

Resource Planning

Using AI, organizations can unleash tremendous value across the customer and sales lifecycle while delivering a consistent experience across all channels and enjoying a gamut of benefits:

360-Degree View of Customers

Up-to-Date Customer Profiles

New Audience Segments

Personalize Experiences

Churn Prediction

Contextual Product Recommendations

? Unifying customer data from an array of internal and external sources to get a single view of customers in real time

? Performing high-speed analytical processing and delivering personalized experiences with a 360-degree view of customers

? Creating persistent up-to-date profiles of contacts and accounts, by bringing together all transactional, observational, and behavioral data in real time

? Transforming the business into a customer-centric organization where marketing, sales, and service professionals have the insights they need to personalize engagement with existing and potential customers

? Deriving insights on customer behavior and preferences using social media interactions by customers with product, brand, line of products, and company mentions

? Employing out-of-the-box templates to predict churn, next best action to be taken, composing, and engaging in relevant and meaningful conversations with the customer, and facilitating them to act upon product recommendations made to them

? Discovering new audience segments with AI-driven recommendations and defining new processes across email marketing, advertising, and customer engagement

5 The Power of AI: How Dynamics 365 Customer Insights Helps Maximize Customer Lifetime Value

Synoptek

The AI Capabilities of Dynamics 365 CI

Traditional approaches to customer insights required business analysts and data scientists to manually capture data from different data sources and build analytical algorithms and tools to glean insights. Such

an approach is not only time-consuming, it is also prone to error and can negatively impact customer experience.

Foundation Solution Type Configurability Flexibility Complexity

Traditional Analytics Custom build on analytics platform Different stacks for storage, KPI calculations, ML, app experiences Hard coded and hard to adapt Siloed apps

Requires deep technical expertise

Dynamics 365 CI

Finished SaaS solution

Integrated in one finished solution based on hyper-scale cloud platform

Configurable and Extensible

Insights embeddable into operational CRM of choice

Ready to run by business users

Implementation Time

Time to implement measured in months

Time to implement measured in weeks

Compliance

Compliance not high on priority

Compliant by design

On the contrary, Dynamics 365 CI leverages modern technology to automatically unearth insights from customer data, allowing organizations to deliver unmatched customer experiences. By providing AI-driven insights to marketing, sales, and service professionals, it helps them personalize engagement and transform organizations into customer-centric ones. Every resource can seamlessly perform high-speed analytical processing and act on these insights ? with minimal training and IT assistance.

A stand-alone SaaS application that can be integrated with a slew of business applications both native to the Microsoft family and outside of it, Dynamics 365 CI delivers AI-enabled recommendations while allowing users to track timelines, experiences, customer loyalty, and recent transactions. By understanding key information, organizations can assign resources based on their knowledge of customer, product, and inventory details.

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download