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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey - map...
Customer experience | Sales, Customer Insights,...
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Customer Journey - map this!

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Posted on by 4040ae9d1821e496e882 5

Hello,

I know nothing of Dynamics 365 (beyond Microsoft's 15 minute introductions on YouTube).

I do know that customer journey is a very important concept and somewhat central to the total value of Dynamics 365.

Are you good with customer journeys? Good!

Now have a look at...

studentjourney.lancaster.ac.uk/

Is that achievable in Dynamics 365?  Bear in mind that map is around 5 years old now, so likely to be considerably more complex.

[I don't work there; but I do know this journey is probably typical of higher education in the UK.  Bear in mind this organisation is "Ivy League" in US terms]

Would welcome your thoughts!

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: Customer Journey - map this!

    Hi Partner,

    Below is my customer journey based on your zone 1 in the map: (It would be not accurate to original journey.)

    2313.pastedimage1586166911545v2.png

    Prerequisite:

    I assume students had been imported into Dynamics as contact entity records with excel file, there is custom field to distince UK students and internation students.

    So we could create two segments for different type students due to activity on them would be different.

    You could use scheduler tile to wait for an activity being done,

    use default activities entities for activities on students,(Phone Call/Task/Appointment)

    or run workflow to create custom entity record(such as Advisory help) to represent an activity has been completed for students.

    Customer journey could be set to last one year.

    Regards,

    Clofly

  • 4040ae9d1821e496e882 Profile Picture
    4040ae9d1821e496e882 5 on at
    RE: Customer Journey - map this!

    Can such a long and complex journey (typical, I expect, of HE in the UK) even be mapped within Dynamics 365? Is it practical to use as well?

  • Johnny Yun Profile Picture
    Johnny Yun 455 on at
    RE: Customer Journey - map this!

    Hello Bro,

    Could you share more details regarding your Customer Journey request for your attached map?

    Regards

    Johnny

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