Customer Insights. Tad Thompson. Sr. Technical Advancement Developer

Transcription

1 Customer Insights Tad Thompson Sr. Technical Advancement Developer

2 Content Disclaimer All information and content is presented on Preview software and not the Launched product. Product is subject to changes, per Microsoft s discretion. 2

3 We are a professional services firm 100% focused on Microsoft Dynamics 365.

4 Meet Your Panelist Your Presenter Tad Thompson Senior Technical Advancement Developer PowerObjects HQ (Minneapolis) x133 1

5 CRM for Microsoft Dynamics 365 WEBINAR SERIES What s New for CRM July 25, 9am - 9:30am CST What s New for the End User What s New for the Admin & Customizer Mobile Experience Lead Gen & Sales Navigator (Sales & Talent) Organization & Relationship Management Unified Client Interface Customer Insights July 27, 9am - 9:30am CST August 1, 9am - 9:30am CST August 3, 9am - 9:30am CST August 8, 9am - 9:30am CST August 10, 9am - 9:30am CST August 15, 9am - 9:30am CST August 22, 9am - 9:30am CST

6 Dynamics 365 for Customer Insights Customer 360 Predictive Match Predictive Scoring Segmentation All information and content is presented on Preview software and not the Launched product. Product is subject to changes, per Microsoft s discretion. 6

7 Our POV Customer Insights - Segmentation 7

8 Finding the Right Audience Right Customer Appropriate stage of the customer journey Right Message Content relevant to the customer Right Time Opportune time for the message

9 Segmentation Classical Segmentation Profile attributes Leads Opportunities Demographics Behavioral data Contacts Orders Classical Segmentation Cases Accounts

10 Identify the right audience based on complete customer 360 Dynamics 365 for Customer Insights Segmentation Powerful segmentation engine that works over a network of relationships Leverage profile attributes, behavioral data, inferences & predictions Segments that are always up-to-date Visual exploration makes complex data accessible

11 Profiles are automatically promoted or removed from segments depending on the customer journey Segment A Segment B Segment C Segment D Segment E Contact Profile

12 Marketing Lists Import Marketing Lists and Contacts directly from Dynamics 365 Dynamic Audience Segments Compound Audience Segments Segment Insights Easy filtering of Marketing Lists to create new lists Dynamic Audience Segments Build audience segments based on all available data sources Automatic update of segments based on latest user interactions Powerful data visualization for easy segment design experience Advanced experience for expert users Create new compound audience segments by quickly combining your highest value segments Incorporate key metrics for customer interest/engagement on sites, s, etc into your segments Export segment output as a CSV Segment Insights Segment performance insights based on Dynamics 365 campaign feedback and metrics

13 All information and content is presented on Preview software and not the Launched product. Product is subject to changes, per Microsoft s discretion.

14 All information and content is presented on Preview software and not the Launched product. Product is subject to changes, per Microsoft s discretion.

15 Finding the right audience Why is this hard? Better targeting of messages Deep relationships among data why shouldn t segmentation work across that When the customer lifecycle has numerous stages, why shouldn t our segments be? Most segmentation engines will leave you hanging

16 Our POV Customer Insights - Connectors 16

17 Big Data made easy with Dynamics 365 for Customer Insights (DCI)

18 W DCI Data Flow Transforms Big Data Into Insights N S E APIs UI widgets PowerBI Connectors Profiles, Interactions, Links, Relationships KPIs, ML, AI Apps Ingest at scale Model Business Entities Business Process Analytics Apps Experiences, Reporting Business Roles Rapidly integrate with Dynamics 365, PowerApps, PowerBI, and more Scale to any size or speed with a hyper-scale data platform Rely on a secure, compliant infrastructure that keeps your data safe Extend your apps with data using Azure extensibility frameworks

19 Data Inflow: Dynamics 365 (Online) Connector Server-side-sync with rules-based tracking Easy mechanism to ingest Dynamics 365 data CRM Outlook Client Auto discovery of Dynamics 365 online entities and relationships Intuitive guidance to select entities and map to DCI data types Consistent, continuous, near real-time data sync with data and metadata change capture

20 Data Inflow: Exchange Online Connector Easily map addresses of customers and employees to sync Exchange data CRM Outlook Client Extract contacts, accounts and employees Exchange data Recurring sync of s and appointments metadata Honors Exchange security and privacy compliance

21 Data Inflow: Azure Storage Connector Easy mechanism to ingest bulk data via Azure Blob Storage Configure blobs ingestion frequency, error management CRM Outlook Client Secure access to storage account through Azure KeyVault Use sample rows to model data in DCI

22 Data Inflow: MSE Connector Get data from multiple social channels of MSE CRM Outlook Client Connect and autodiscover MSE search topics Auto create DCI social data interaction type Auto create MSE rule to manage continuous social data flow to DCI

23 DCI Data Types Server-side-sync with rules-based tracking CRM Outlook Client

24 Insights Outflow from DCI: Outbound Export CRM Outlook Client Server-side-sync with rules-based tracking Export profile and KPI data from DCI to blob store Manage and configure export frequency and exported data lifecycle CRM Outlook Client Default frequency KPIs: once/day, Profiles: once/hour Default retention period 21 days Subsequent exports provide Incremental changes SAS URI to read the Blob Store available for every outbound connector

25 Insights Outflow to DCI: Power BI Connector CRM Outlook Client Server-side-sync with rules-based tracking Author Power BI Reports with Power BI Desktop connector for DCI KPIs and Profiles exposed as first class entities Scheduled refresh of reports with Power BI service Connect Author Power Query Create Report Upload to PowerBI.com Setup Schedule Refresh Share & Collaborate

26 DCI + Power BI Better Together Value Proposition Combine analytics power of DCI with data viz. and exploration capabilities of Power BI Build interactive reports/dashboards, slice and dice DCI data with Power BI Combine KPI data or enriched profiles with data from other sources for self-service BI

27 Our POV Customer Insights Predictive Match 27

28 Evolving channels Chatbot Web Chat Peer-to-peer Social Skype

29 Building a Customer 360 Contact CRM Exchange Community Posts Social Media, Forums, Purchases LoB Apps Demographic Data Marketing Lists Forms, Registrations Web, Mobile Submissions Conversations Call Logs, Skype,

30 Linking Activities to Customers requires common keys Demographic Data Lists Conversations Skype, etc. Forms, Registrations Web Submissions Exchange Contact CRM Community Posts Social, Forums

31 Predictive Match Use contextual information to match activities or profiles with your customers. Apply match to individuals or organizations based on appropriate attributes. Infer links and relationships between your data for highconfidence matches. Leverage inferences to better understand customer journeys, for segmentation and for predictions.

32 Built-in Context and Intelligence Individual Names Nicknames, spelling variations, typos, etc. Organization Names Distinguishes names from common suffixes and industry terms, typos, etc Web Domains Web URLs with context about top-level domains, and relative paths Title Variations in professional titles Phone Numbers Formatting variance, missing country or area codes Address/Location Different address representations, locations city/area, etc. addresses Alternate representations of addresses

33 Predictive Match Alexandra Andrews (408) Alex Andrews (206) Christopher Singleton (425) Customer Contacts Web Submissions Alex Andrews (408) Aleks Andrews Chris Singleton (425) C. Singleton

34 Enriched Customer 360 with Inferences Contact CRM Exchange Community Posts Social Media, Forums, Purchases LoB Apps Demographic Data Marketing Lists Forms, Registrations Web, Mobile Submissions Conversations Call Logs, Skype,

35 Our POV Customer Insights Predictive Scoring 35

36 Artificial intelligence Data Intelligence Action Data People Interactions Apps Conversations Automatic systems Cortana Intelligence Bing Predicts Information management Big data stores Machine learning and advanced analytics Dashboard and visualizations Intelligence

37 Anticipating Outcomes & Risks Which of my leads should I focus on? Which cases can escalate? Which opportunities will convert this period? Which of my accounts are at risk of churn?

38 Applying AI is Complex Maintain Monitor & Retrain ML Modeling Training and validation Data Integration Acquire, normalize and integrate data Apply Continuous scoring & Business Process Integration Analyze Data wrangling to create data feaures

39 Build or Buy One Solution at a Time Hire Infrastructure Implement Deploy Administer

40 Business users can predict ANY business outcome Automatic discovery of the best predictive signals Continuous scoring of incoming data Interpretable predictive factors Grading for business process management

41 Predicting Business Outcomes in Customer Insights Select Business Outcome to Predict Grade Choose grade thresholds Use Activate and use Signal Selection Create Features Build ML Model Validate

42 Prediction Results and Grading A Grading Configurable grading allows for bucketization of records by likely outcomes B C Positive Factors Top positive influencers for a prediction D 1-25 Negative Factors Likely risks for the predicted outcome

43 NEW Fall Course offerings for Dynamics 365 Citizen Developer Class September Minneapolis Developer: Environment Fall Dates Minneapolis Visit: powerobjects.com/dynamics-crm-events Promo Code: DynamicsInJuly for 15% off* *Expires August 31, 2017 Developer: Extending Fall Dates Minneapolis 43

44 THANK YOU! What s New for CRM What s New for the End User What s New for the Admin & Customizer Mobile Experience Lead Gen & Sales Navigator (Sales & Talent) Organization & Relationship Management Unified Client Interface Customer Insights July 25, 9am - 9:30am CST July 27, 9am - 9:30am CST August 1, 9am - 9:30am CST August 3, 9am - 9:30am CST August 8, 9am - 9:30am CST August 10, 9am - 9:30am CST August 15, 9am - 9:30am CST August 22, 9am - 9:30am CST