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Dynamics 365 Community / Blogs / ERP Advice, Predictions and Best Practices / Introducing Customer Relati...

Introducing Customer Relationship Insights for Dynamics 365

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03 Aug 2017

Many sales professionals spend a large part of their day working in Microsoft Dynamics 365 and it’s solution subsets such as Dynamics 365 for Sales, Dynamics 365 for Customer Service, Dynamics 365 for Marketing and in some cases where integration is necessary between ERP and CRM systems Dynamics 365 for Finance and Operation Business and Enterprise Editions.

Beyond Microsoft Dynamics, many sales professionals are also using Microsoft Outlook, and Microsoft Exchange. These systems become filled with invaluable details about sales plans, activities, meetings, communications, sales successes, and more.

The new Relationship Insights suite of features in Dynamics 365 continuously analyses this vast collection of customer-interaction data to help you better understand your business relationships, evaluate your activities in relation to previous successes, and choose the best path forward.

Get the right information, at the right time with the Relationship Assistance

The relationship assistant is constantly at work, keeping an eye on your activities, plans, data records, and communications with customers.

It watches your daily actions and communications and uses them to drive insights that help you focus on what’s important today, and how to optimise your communications to help nurture healthy business relationships going forward.

The assistant combines and analyses all of the information at its disposal and then generates a collection of action cards, which are displayed as your entry point to Dynamics 365 on mobile devices, and as a carousel display on your Web-based dashboards.

When working with individual records you’ll see the action cards that apply directly to that record (all record types are supported, including custom entities). Thirty different types of cards are available, each of which provides tailored information, helpful links, and action controls for working with that information.

The system reminds you of upcoming activities, phone calls, and meetings; it evaluates your communications and suggests when it might be time to reach out to a contact that’s been inactive for a while; it identifies email messages that may be waiting for a reply from you; and it alerts you when an important opportunity is nearing its close date.

Get more out of email with email engagement

Email engagement helps you to create more effective email messages – and to learn how your contacts are interacting with them. Stay on top of your email and prioritise those prospects or customers that are most engaged.

When writing a new message, get started quickly by choosing the most effective content template, with recommendations based on previous open and reply rates.

Create followed email messages, which let you know when a recipient opens the email, clicks a link, opens an attachment, or sends a reply.

Write your messages when it’s convenient for you, but schedule delivery for when they’re most likely to be noticed and read by recipients. The system even checks recipients’ time zones to provide advice about when the best delivery times might be.

Set yourself a reminder for when it’s time to follow up on a message. Your reminder is provided as an action card displayed by the relationship assistant, so it will be brought to your attention right away. Each card includes links to help you investigate, act upon, snooze, or dismiss the card.

You can view the status and history of your followed messages anywhere they are shown in Dynamics 365. The current status and most-recent interaction are shown right in the Activities list for any record where the email is relevant, and you can expand the listing to see the full interaction history.

To protect the privacy preferences of your contacts, you can choose to disable followed messages for individual contacts by setting a flag on their contact record.

Find and track all the relevant messages from your Exchange server with auto capture

Dynamics 365 can now analyse your inbox directly on Microsoft Exchange to find all messages that might be relevant to your work in Dynamics 365.

The system looks for messages to or from relevant email addresses, and presents you with the relevant messages right in Dynamics 365. With just one click, you can track any of the suggested messages in Dynamics 365, which makes them available to your sales team and also for use by other Relationship Insights features.

You can still track messages in Dynamics 365 in all the ways that you could before, including by using Dynamics 365 App for Outlook or tracked folders. All tracked messages in Dynamics 365 are available to Relationship Insights features.

For more information contact marketing@sysco-software.com

The post Introducing Customer Relationship Insights for Dynamics 365 appeared first on Sysco Software Solutions.


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