What is Dynamics 365 Customer Insights – Journeys?

Customer Insights – Journeys was previously called Dynamics 365 Marketing. It lets you build customer journeys: automated flows in which customers receive emails, SMS messages, or other touchpoints depending on what they do.

The advantage of being in the same system

A standalone email tool does not know that the recipient has just become a customer, has an open complaint, or is already talking to a salesperson. Journeys sees all of this because it uses the same data as sales and customer service. That is the main reason to choose it over a less expensive newsletter tool.

What it is used for in practice

Welcome journeys for new customers, follow-up on sign-ups, re-engagement of customers who have gone quiet, and reminders before renewal. The common thread is that something should happen automatically, triggered by the customer’s own behavior.

What needs to be in place first

Customer data must be in order, and consent must be documented. If you’re sending to a list whose origin no one knows, the tool is the least of your problems.