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Microsoft Dynamics 365 Customer Insights

Score8.7 out of 10

39 Reviews and Ratings

What is Microsoft Dynamics 365 Customer Insights?

Microsoft Dynamics 365 Customer Insights is an integrated marketing management solution for marketing operation, planning, execution, and analytics across all channels—digital, social, and traditional. Capabilities include marketing resource management, multichannel campaign management, lead management, sales collaboration, social marketing, and marketing analytics. Microsoft acquired MarketingPilot, an SMB-focused marketing automation product, in 2012. MarketingPilot IMM (integrated marketing management) is the precursor to Microsoft Dynamics Marketing. Pricing starts at $125 to $200 per month per user.

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Who Buys & Uses Microsoft Dynamics 365 Customer Insights

Microsoft Dynamics 365 Customer Insights Reviews

What users are saying about Microsoft Dynamics 365 Customer Insights.
View all Microsoft Dynamics 365 Customer Insights reviews

Microsoft Dynamics 365 Marketing - flexible and fully integrated into the Azure stack

Incentivized
Chris StudebakerView profile
Technical Architect in Engineering at Enavate (201-500 employees)

Use Cases and Deployment Scope

Our company is a value added reseller and we have thousands of customers who run all the flavors of Microsoft Dynamics (SL, GP, NAV, BC, F&O) as well as just use our cloud hosting services. We use Dynamics 365 Marketing as both a sales tracking solution and a support tracking solution. It is fully integrated into Outlook and SharePoint as well as the projects defined in DevOps for any functional or development work that may be required.

Pros

  • Tracking support cases' response time and communication
  • Linking support and sales opportunities to projects defined in DevOps
  • Tracking communication with customers for both support and sales

Cons

  • Tracking billable time into F&O is not available
  • CRM does not have visibility into DevOps progress, only status
  • Some elements of the support ticket are not user friendly

Return on Investment

  • The speed of implementation is much faster than other solutions used
  • Integrations in the Microsoft stack are much more straightforward
  • Utilization of Marketing for multiple aspects of our business saves money on additional subscriptions

Usability

Alternatives Considered

Salesforce Field Service

Other Software Used

Microsoft Dynamics 365 Business Central, Azure DevOps, Microsoft SQL Server

Thoughts on Microsoft Dynamic 365

Incentivized
Verified User
C-Level Executive in Information Technology (5001-10,000 employees)

Use Cases and Deployment Scope

Microsoft channel partner approaching us and explaining the features of the product.

Pros

  • 360 Degree Profiling
  • Campaign Management
  • Manage Incentives, Targets vs Actuals, Expenses
  • OP-IP/IP-OP tracking

Cons

  • Contact & Inquiry Management
  • Patient Health Management
  • Audience Segmentation

Return on Investment

  • User friendly
  • Adoption is huge
  • visibility on revenue leakage

Usability

Alternatives Considered

Salesforce CRM Analytics

Other Software Used

Zoho CRM, Oracle CRM On Demand, Salesforce CRM Analytics

How we use Microsoft Dynamics Customer Insights - Journeys

Incentivized
Verified User
Director in Information Technology (51-200 employees)

Use Cases and Deployment Scope

We use Microsoft Dynamics 365 Marketing to manage and automate communications tied directly to our CRM and ticketing data. It solves fragmented messaging and limited segmentation by enabling targeted, event-driven email journeys and lifecycle communications. We are focused on email-based campaigns, behavioral segmentation, automated journeys triggered by ticketing events, and performance measurement across the guest lifecycle.

Pros

  • Builds dynamic audiences using real-time CRM and behavioral data without manual list maintenance.
  • Triggers communications based on actions such as purchase, visit date, or post-visit timing.
  • Manages high-volume transactional and lifecycle emails with consistent governance and compliance.

Cons

  • The UI is leagues behind offerings like HubSpot!
  • Management at times requires privileges that extend beyond what MS Dynamics.
  • Troubleshooting issues requires a multitude of teams to investigate tools beyond Dynamics. It slows us down.
  • Automations are not as user-friendly to build as the competition's.

Return on Investment

  • It has automated critical processes which previously required my team to work 7 days a week.
  • The 360-degree view of our guests has been transformative for my organization.

Usability

Alternatives Considered

HubSpot CRM, HubSpot Marketing Hub, HubSpot Service Hub, HubSpot Sales Hub, Salesforce Commerce Cloud and Salesforce Marketing Cloud

Other Software Used

Google Analytics, HubSpot CRM, Microsoft Power BI

Powerful CRM and the Best Customer Engagement Microsoft Platform.

Incentivized
Cedeno AmandaView profile
.NET Software Engineer in Marketing at Ariadna Communications Group (201-500 employees)

Use Cases and Deployment Scope

Excellent CRM solution which has all easy features and effective tracking capability. Integration of other various marketing tools is amazing and even the reports are easily made through the platform. This Microsoft platform scalability is nice the documentation options are also very useful and the platform page layout are the best and reliable lead management system.

Pros

  • Reports preparation is amazing and faster.
  • Invoice creating tool.
  • Sales flow enhancement.

Cons

  • Only setting the interface for the new user.
  • Collecting insights across platforms for the beginner.
  • Integration with some packages.

Return on Investment

  • Great customer activities tracking.
  • Creating invoices is quick.
  • Profitable marketing reports creation has improved.

Other Software Used

Adobe Campaign, Oracle CX Marketing (formerly Oracle Marketing Cloud), Pantheon

Great customer data that saves you time and helps grow your business!

Incentivized
Verified User
Account Manager in Customer Service (51-200 employees)

Use Cases and Deployment Scope

Sometimes CRM systems aren't enough to house customer data. Between toggling through accounts and dashboards, it can be time-consuming to accurately view customer data. Well, this software does just this. It allows us to be efficient in viewing customer data, trends, and behavior. We can devote our time to other areas of business such as focusing on growing customer accounts and retaining them.

Pros

  • Centralize customer data
  • Help us understand client's behavior
  • Efficient and reliable information

Cons

  • More integration opportunities with different platforms.
  • Better notifications if a customer is trending towards the [churning] phase of the customer journey.
  • Ability to export reports. (Not sure if we had this feature).

Return on Investment

  • Overall customer awareness.
  • More efficient work schedule.
  • Ability to re-direct 10% of my day to growing and retaining accounts.
  • Using customer data as talking points to new and potential customers.

Other Software Used

HubSpot CRM, Slack, Zoom, Microsoft Teams, Zendesk Support Suite

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