Role Of Microsoft Dynamics In Mapping the Customer Journey

Marketers often talk about the significance of maintaining quality, relevant, and up-to-date customer data and its fluidity. This is primarily because outdated data or data that are not easily accessible across the organisation does more harm than good. Thankfully, organisations have Microsoft Dynamics 365 to manage their data for different roles, including Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP).

Microsoft Dynamics 365 is the perfect platform to manage the "single view of truth" when it comes to leads, prospects, and customers and the role they play, individually and/or collectively, in the success of an organisation. And, one of the biggest advantages of Microsoft Dynamics 365 is its unique ability to map the entire customer journey. It is worthwhile to remember here that understanding the steps that go behind the customer journey can help an organisation identify opportunities for triggers for automation, campaign ideas for lifecycle management, and opportunities for email list segmentation.


Let us now access the benefits of Microsoft Dynamics 365 to map the customer journey.


Build a more efficient and sustainable sales funnel

Prospects leave markers (or data points) as they move through the sales funnel. This information can be leveraged by marketers to assign a person and follow the customer journey. This journey will either see prospects removing themselves from the sales process or working all the way through the sales funnel to become customers.


Map Customer Data Points

Microsoft Dynamics 365 is designed to effectively and efficiently map different data points throughout the customer journey. Generally, these data include the following stages:

  • Awareness: The point a prospect comes to know about your organisation.

  • Consideration: The point a prospect realises that your product or service can solve his or her painpoint(s).

  • Convert: The point a prospect gets converted to a customer or a "red hot" lead.

  • Loyalty: Nurturing customer relationships to create customer lifetime value.

  • Advocacy: When customers start referring or promoting your products and/or services on online or offline channels to become your organisation's "brand ambassadors".

Competitive Analysis

Mapping your customer's journey through Microsoft Dynamics 365 also helps your organisation gain insights into the competitive landscape. By understanding at what stages of the customer journey your organisation is losing out to competitors, you can make a plan to start winning again and stem those losses.


Find out how your organisation can leverage the potential of Microsoft Dynamics 365 to map the customer journey. Call us at C.I.G Consultants now to find innovative ways to identify, attract, and retain customers.


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