Now that the customers are more informed than ever, there is a change in their evaluation process of buying and using the goods and services. As rules change and people adapt, this change isn’t a problem. Though customers do not know every detail about your product or service, intelligent customers tend to stay.
It is a universal challenge for your sales team to capture the correct information from your customer prospects. D365 customer journeys help you get the right data!
To start planning a compelling customer experience strategy, Microsoft Dynamics 365 is a great solution.
D365 is an integrated platform that enables small to midsize businesses to
- Quickly and easily interact
- Respond with customers
- Empower employees
- Improve service delivery
What Is The Customer’s Journey?
Company’s sign on new clients to increase the business, revenue, and profit. They collaborate with the sales and marketing teams to provide the best possible buying experience for the prospective client. It includes mapping out the prospect’s journey while engaging in the buying process. You can win customers and earn loyalty with well-planned customer journeys.
A customer journey helps you understand how prospects progress from the discovery stage until delivery. It incorporates every interaction a customer has with an SMB about the product or service. D365 directs specific content and touchpoints towards the audience to shape their experience based on their actions and interests.
Customer experience has now become more critical than ever. So there are four keys to increasing customer loyalty:
- Comprehending the customer journey
- Mapping it correctly
- Optimising processes for recurring satisfaction
- Retention of customers.
Dynamics 365 Customer Journey
D365 helps you create highly customised maps for automated interaction with prospects and current contacts or customers. It is an automated marketing campaign to visualise and automate customers journeys with an organisation. Prospects become qualified customers through nurturing. D365 CRM helps in mapping out the conversion from prospect to customer. It allows SMBs to nurture their prospects throughout the path.
D365 is a CRM focused on SMBs, which can enable your team to:
- Streamline the sales process.
- Assess whether it meets their requirements.
- Look for a good offer.
- And finally, seal the deal.
Dynamics 365 customer journey helps an SMB entrepreneur through:
- Automated messaging,
- Activity generation,
- Interactive decision points, and more.
D365 enables the sales teams to:
- Identify a target segment.
- Create a simple email campaign.
- Or create an elaborate customer journey.
Optimising The Steps In The Customer Journey
It is essential to be in touch with your clients before, during, and after finalising the deal. Enabling a seamless and hassle-free journey keeps them happy at every milestone. You can optimise the journey at each stage with Dynamics 365 and make it the best experience for your client.
Awareness
In this stage, prospects identify the opportunity to discover your product or service to meet their requirements. Using D365 CRM, sales representatives can generate leads across various sources like emails, LinkedIn, webinars, and events. You can send emails to buyers who have been searching for your service and talk about what they need.
If you constantly update contact information, it is effortless to take your leads into D365. To increase impacts, you can create insights from your campaigns. D365 helps you create content using suitable campaigns that target the right audience at the right time. It also streamlines the sales pipeline.
Consideration
In this stage, prospects have identified and addressed their goals. D365’s marketing automation option has many different methods to nurture leads. Create a marketing list, one-time email, weekly offers, or monthly newsletters. Keep in touch with the prospects by sending personalised messages at specific intervals. Updating their details into the list, you can select a suitable means of communication to start their customer journey.
Purchase
In this stage, buyers want a face-to-face interaction to decide whether to go with your company or not. They focus on the price, the ROI, and the value proposition and get assurance by signing the contract. With D365, your sales team can track the vital information of the sales process. Customers receive the correct information, so the purchasing process is effortless. D365 gives a remarkable experience with advanced personalisation.
Retention
Customer retention and loyalty go hand in hand. If your client is happy with your service or product, they may spread your brand’s name through word of mouth. But when the customer is looking for after-sale support, most companies have ended their ties after the deal. Using Dynamics 365, you can offer the best possible experience throughout the customer journey. It helps you maintain a long-lasting relationship with your clients and set timely follow-ups to engage with customers proactively.
Final Thoughts
Customers have become more knowledgeable about the products and services they need. Before reaching out to a brand, they do thorough research using digitisation. With increased competition among brands, your clients have many options. So it is mandatory to create a unique and ever-lasting relationship with your customers. Moreover, Dynamics 365 Sales and Dynamics 365 Marketing are the most powerful and seamlessly integrated tools available for organisations today.