“The digital experience is now the company’s number one sales channel, with digital revenue up 25 percent year over year,” says Mark Pelletier, Vice President of e-Business at AAA Northeast.Dynamics 365 Sales consolidates key consumer details such as past transactions, social media likes and shares, online browsing behavior, mobile app engagement, and customer service inquiries into a centralized data repository. This unified database is then used to create 360-degree consumer profiles. These profiles are leveraged in marketing, sales, or customer service motions to personalize interactions. Customer service specialists can tailor responses to customer questions by referencing full account histories. Sales associates can personalize sales solicitations by purchase intent signals. Marketing teams can use the profiles in digital marketing programs to align digital advertising offers with consumer interests. Dynamics 365 Sales provides data consolidation, customer profile building, and interoperability with leading sales, marketing, customer service software, like Adobe Experience Cloud, to customize customer experiences. Dynamics 365 Sales also uses machine learning and artificial intelligence to optimize data management and works seamlessly with other popular Microsoft technology, such as Power BI, for added operational efficiency. For more information on how AAA Northeast digitally transformed their customer journey using Dynamics 365 Sales, Power BI, and Adobe Experience Cloud, visit Microsoft Customer Stories. For more information on how these technologies can help your organization, visit our website today.
How leading companies use CRM to power personalization
November 08, 2019