Whether presenting new offerings to your existing customer base, or seeking and creating new customers, marketing must make the initial journey from creating and pursuing leads to identifying suspects to converting them into prospects and finally handing them off to sales to convert into customers. Their tools include multichannel campaigns, customized buyer experiences, social media search, events both online and in-person, a personalized web experience and ongoing targeted communications in email and direct mail. Dynamics 365 for Marketing supports all of this and more.

Once Marketing and Sales have created a customer, they depend upon Customer Service to keep that customer happy and satisfied with every interaction and every transaction. Customer Retention is a major key to success that requires rapidly available product knowledge, customer service history, easy omni-channel access so customers can obtain what they want in the way they prefer to get it, customer service, and robust new communities. Dynamics 365 for Customer Service creates the customer connection critical to success.

Quick, compassionate customer response makes every customer feel they have a special relationship with the company. Today’s customer expects a truly omni-channel ability to connect to companies across whatever channel they prefer, from telephone to text to email, web, or mobile app and more. While they love to hear a human voice on the other end, they’ve come to expect fully-functional self-service from virtual agents for the simple things. From your Contact Center to your Customer Service operations, Dynamics 365 for Customer Care & Support is the platform that allows you to build everything to work seamlessly together to service customers.

Whether virtually or in-person on-site, putting the right person with the right skills into the right place armed with the right parts is the key to minimizing response and resolution time and creating a superb customer repair experience. From dispatch and personnel routing to customer interface, call entitlement, and tracking every activity to prompt, successful completion, Dynamics 365 for Field Service provides it all.

Project teams own responsibility for the entire path from quote to cash. From extracting needs and requirements to constructing a competitive proposal that wins the work, tracking all the required resources at every phase and step of the process, and accounting for the financials of the project, Dynamics 365 for Project Operations is the ideal solution for professional practices that want to win more deals, optimize resource utilization and speed successful project delivery.

Integrated with and actively combining data from all Dynamics 365 applications, Dynamics 365 Customer Insights helps you to interpret customer actions and reactions to better understand why they do what they do, and what they most need from you. Be predictive. Get in front of your customer’s requests and redefine the insightful provider for them with Dynamics 365 Customer Insights.