Customer Insights
Lead Scoring ML ExtensionConflationSegmentation
Cortana
Intelligence
ABNKBUS
26
Collect every customer data point
from every channel and app
Understand real-time user sentiment
and needs through social media or other
support channels
Get a single relevant view
of role-based insights customized
for employees individual needs
Fine-tune offers and campaigns
with built-in predictive analytics
Customer Insights
Engagement Profile
Loyalty
60%RFM
20%
Email Conversion Rate:
100%
CustomerFeature added!
No-fee ATM use
at location of
your choice
From: special.offer@outlook.com
To: customer@outlook.comTWEET: My banks ATM is
2 far from my bus route!
Intelligent analysis Actionable Insights
Customer purchase history
Demographics & segmentation
Social media statements
Transactions & interactions
Real-time offer management
Brand sentiment
Recommended products
Lead & opportunity scoring
Dynamics 365 for Customer InsightsData Sources
Microsoft + Other apps
Dynamics CRM
ZenDesk
Salesforce
Loyalty Management
Mobile App Analytics
Social
Provide instant suggestions
to front-line staff on how to best serve the customer
Customer Engagement Investments
Relationship Sales
Areas of investmentFinance
Accounts
Payable
Fixed
Assets
Expense
Project
Accounting
Credit &
Collections
Accounts
Receivable
General
Ledger
Invoicing &
Billing
Cash & bank
Management
Budget &
Forecast
Industry-wide
Warehouse
Management
Production
Control
Master
Planning
Cost
Management
Product
Info Mgmt
Inventory
Management
Procurement
& Sourcing
Transportation
ManagementManufacturing
Distribution
The Power of Microsoft Cloud
Retail
MerchandizingOmni-channel Clienteling
Centralized
Management
Workforce
Management
Order
Management
Store
Operations
Promotions Mobile
Apps
Store
InventoryOrder
ManagementCall center
Talent
HCM Mobile
AppsAdministration DevelopmentReporting &
Analytics
Office
IntegrationCore HR
Engagement Performance ComplianceOnboardingDevelopment Learning Compensation
Benefits
Areas of investment
The Power of Microsoft Cloud
Microsoft Dynamics 365Relationship Sales Demo
Too much information, too little insight
Productivity & email
Social networksCRM
Productivity & email
Social networksCRM
LinkedIn Sales Navigator
Dynamics 365for Sales
Office 365
Unify the seller
experience
Bring relationship data together and
Bring relationship data together and
Dynamics 365 for Sales
LinkedIn Sales Navigator
Office 365
Unify the seller
experience
rise above the noise with actionable insights
Microsoft
Relationship Sales
Microsoft Relationship Sales solution
Build relationships with the right people
Engage at scale
Offer insights & recommendations
C R M E R P
O F F I C EI N T E L L I G E N T
C LO U D
M I C R O S O F T D Y N A M I C S 3 6 5
AWARENESS SUSPECT LEAD OPPORTUNITY CUSTOMER FORMER CUSTOMER
T H E C U S T O M E R E N A G E M E N T L I F E C Y C L E
M A R K E T I N G
S A L E S
S E R V I C E
S O C I A L
S E L F S E R V I C E
M A R K E T I N G
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
RELATIONSHIPINSIGHTS
S A L E S
S E R V I C E
S O C I A L
SOCIALCAMPAIGNS
EVENTMANAGEMENT
SURVEYS SEGMENTATIONANALYSIS
CMSINTEGRATION
PERSONAL-SATION
CLIENTINSIGHT
LEADCONVERSION
LEADMANAGEMENT
CROSS SELL / UP SELL
SOCIALANALYTICS
S E L F S E R V I C E
PERSONALISEDWEB CONTENT
EVENTPORTALS
ACCOUNTMANAGMENT
COMPLAINTS
M A R K E T I N G
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
RELATIONSHIPINSIGHTS
S A L E S
S E R V I C E
S O C I A L
SOCIALCAMPAIGNS
EVENTMANAGEMENT
SURVEYS SEGMENTATIONANALYSIS
CMSINTEGRATION
PERSONAL-SATION
CLIENTINSIGHT
LEADCONVERSION
LEADMANAGEMENT
OPPORTUNITYMANAGEMENT
GOALS MOBILITYINC OFFLINE
CROSS SELL / UP SELL
SOCIALANALYTICS
SOCIALSELLING
SOCIALINSIGHTS
COMPETITORANALYSIS
PRODUCTIVITYCOLLABORATION
S E L F S E R V I C E
PERSONALISEDWEB CONTENT
EVENTPORTALS
CUSTOMERPORTALS
POWERAPPS
KNOWLEDGE
CUSTOMERONBOARDING
ACCOUNTMANAGMENT
COMPLAINTS
FLOWOUTLOOK
TEAMS
WORD EXCEL ONEDRIVE ONENOTE
SKYPE GROUPS
PRODUCTIVITYCOLLABORATION
M A R K E T I N G
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
RELATIONSHIPINSIGHTS
S A L E S
S E R V I C E
S O C I A L
SOCIALCAMPAIGNS
EVENTMANAGEMENT
SURVEYS SEGMENTATIONANALYSIS
CMSINTEGRATION
PERSONAL-SATION
CLIENTINSIGHT
LEADCONVERSION
LEADMANAGEMENT
OPPORTUNITYMANAGEMENT
GOALS MOBILITYINC OFFLINE
CROSS SELL / UP SELL
SOCIALANALYTICS
SOCIALSELLING
SOCIALINSIGHTS
COMPETITORANALYSIS
PRODUCTIVITYCOLLABORATION
S E L F S E R V I C E
PERSONALISEDWEB CONTENT
EVENTPORTALS
CUSTOMERPORTALS
POWERAPPS
KNOWLEDGE
CUSTOMERONBOARDING
ACCOUNTMANAGMENT
COMPLAINTS
M A R K E T I N G
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
RELATIONSHIPINSIGHTS
S A L E S
S E R V I C E
S O C I A L
SOCIALCAMPAIGNS
EVENTMANAGEMENT
SURVEYS SEGMENTATIONANALYSIS
CMSINTEGRATION
PERSONAL-SATION
CLIENTINSIGHT
LEADCONVERSION
LEADMANAGEMENT
OPPORTUNITYMANAGEMENT
GOALS MOBILITYINC OFFLINE
CROSS SELL / UP SELL
SOCIALANALYTICS
SOCIALSELLING
SOCIALINSIGHTS
COMPETITORANALYSIS
SOCIALMONITORING
SOCIALSENTIMENT
PRODUCTIVITYCOLLABORATION
SOCIALENGAGEMENT
S E L F S E R V I C E
PERSONALISEDWEB CONTENT
EVENTPORTALS
CUSTOMERPORTALS
POWERAPPS
KNOWLEDGE COMMUNITYFORUMS
WEBCHAT BOTS
CUSTOMERONBOARDING
ACCOUNTMANAGMENT
FIELD SERVICE
KNOWLEDGEMANAGEMENT
COMPLAINTSCONNECTED FIELD SERVICE
PROJECT SERVICE AUTO
M A R K E T I N G
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
CAMPAIGNMANAGEMENT
RELATIONSHIPINSIGHTS
S A L E S
S E R V I C E
S O C I A L
SOCIALCAMPAIGNS
EVENTMANAGEMENT
SURVEYS SEGMENTATIONANALYSIS
CMSINTEGRATION
PERSONAL-SATION
CLIENTINSIGHT
LEADCONVERSION
LEADMANAGEMENT
OPPORTUNITYMANAGEMENT
GOALS MOBILITYINC OFFLINE
CROSS SELL / UP SELL
SOCIALANALYTICS
SOCIALSELLING
SOCIALINSIGHTS
COMPETITORANALYSIS
SOCIALMONITORING
SOCIALSENTIMENT
PRODUCTIVITYCOLLABORATION
SOCIALENGAGEMENT
S E L F S E R V I C E
PERSONALISEDWEB CONTENT
EVENTPORTALS
CUSTOMERPORTALS
POWERAPPS
KNOWLEDGE COMMUNITYFORUMS
WEBCHAT BOTS
CUSTOMERONBOARDING
ACCOUNTMANAGMENT
FIELD SERVICE
KNOWLEDGEMANAGEMENT
COMPLAINTSCONNECTED FIELD SERVICE
PROJECT SERVICE AUTO
Microsoft Dynamics 365 for Talent
Dynamics 365 for Talent
Putting people at the center of the talent experience
Attracting talent/vacancy advertising
Interviewing talent
Offer management
Onboarding/offboarding talent
Personnel management
Performance
Learning and development
Benefits management
Leave and absence
Compensation
Payroll
Employee self serve
Manager self serve
People Analytics
HRKey areas of HCM
Employees
onboard efficiently
and effectively
They manage the
process, keeping
candidates and hiring
managers informed at
every stage
Recruitment are
responsible for
attracting the
best talent for
the business
Managers work with
employees to enhance
their skills, retaining the
best employees
The business has a
clear understanding
of their employees
and can transform
effectively
Employees
self serve, work independently
and have great job
satisfaction
Example HCM journey
Microsoft Dynamics 365 for Talent
ATTRACT:INNOVATE TALENT ACQUISITION
Find and hire the most qualified
people for your organization.
THRIVEFAST TRACK GROWTH
Keep your people growing and
working for you.
OPTIMIZE: DRIVE OPERATIONAL EXCELLENCE
Deliver a cost-effective and
connected employee experience.
Strategically attract, retain and optimize your talent to achieve high-impact, sustainable business results. With Microsoft
Dynamics 365 for Talent organizations c
