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Uncover Dynamics 365 Marketing 2021 Release

Uncover Dynamics 365 Marketing 2021 release wave 1 to boost your marketing this year.

Now more than ever, the happiness of your customers determines your success in gaining new business time and time again. Customer Experiences (CX) needs to be exceptional all-around to have your customers feel valued and also cared for.

Continue reading and find out how Dynamics 365 for marketing plans to transform the way you engage with your customers in release wave 1.

[READ ALSO] 5 CRM TRENDS TO WATCH OUT FOR >>


Real-time, Event-based customer journey orchestration

Real-time Customer Journey with event triggers

How do you keep your customers intrigued at all times? What matters most today is how you deliver a very personalised experience for each customer. Customer journeys now respond to customer interactions in the real world such as visiting a store. Of course, you still enjoy the perks of triggering a journey through virtual interactions like browsing a website.

With this real-time journey, you possess the tools to react instantly to your customers. Soon, you can catch any sales opportunity coming your way.

Highlights

Meet the flexible journey designer powered by AI

What makes this designer stand out is how easy, yet powerful it is to use thanks to AI. Here is why your journey is now highly personalised for each individual. As AI analyses your customers’ behaviours, it selects what is best for each customer based on what it has learned. This journey designer is bound to change the way you interact with your customers.

Every journey is led by the customer

In other words, what your customer does or does not do decides the next action or journey. With the right event triggers in place, you can focus fully on the customer experience. This can now be done easily and quickly without immersing yourself in coding.

Keep an eye on what goes on in the background

Track your analytics or the goals you defined beforehand. This release enables you to view the number of customers flowing through different paths of your journey. All in one place in real-time.

PREVIEW AVAILABLE IN EUROPE EARLY MAY

The new email editor is here to change the marketing game

New email editor in Dynamics 365 Marketing

Many marketers spend a huge chunk of their time creating engaging emails. Therefore Microsoft redesigned the email editor to assist marketers in creating personalised emails swiftly. Naturally, AI plays an important part in the new and improved editor. Through its smart suggestions, your messages will always be engaging and also captivating to your audience.

Highlights

A modern take on the email designer to fuel your team

Another way AI makes life easier for your marketers is by tagging uploaded files in the new centralised library. Marketers win more time instead of completing tedious tasks.

New editing capabilities introduce flexibility to the experience

Create and edit emails more swiftly through the flexible layout, image resizing, text line-height adjustments, including an improved email rendering and preview experience. Your marketer is going to love the freedom to create without restrictions.

AVAILABLE TO ALL REGIONS BY THE LAST WEEK OF APRIL

Host memorable online events with Dynamics 365 for Marketing and Teams Webinars

Teams Webinars and Dynamics 365 Marketing Integration

Here is a combo that will surely forever change the way you host online events. Teams webinars and Dynamics 365 Marketing integration are here to add newfound power, flexibility and endless possibilities to your live events.

Highlights

Organise webinars however you want

Whether you choose to create a webinar in Teams or Dynamics 365 Marketing, both ways are just as easy and intuitive. With the added power of Dynamics 365 Marketing, you get complete control over your live events.

Following up after an event is now a piece of cake

The powerful integration of Teams and Dynamics 365 Marketing turns any interaction into an ongoing relationship to win over your customers. You are one click away from collecting all that rich engagement data and following up effortlessly.

AVAILABLE TO ALL REGIONS BY THE LAST WEEK OF MAY

Next-up: What to expect of Digital Transformation in 2021?

Digital Transformation Trends in 2021

Questions on Dynamics 365 Marketing 2021 Release?


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5 CRM trends to watch out for in 2021

Discover 5 CRM trends to watch out for in 2021 to thrive in a world shaken up by COVID-19.

Your relationship with customers is what will win you new business over and over again. If you manage to do it right of course. So, what do you need to do to stay ahead of the fierce competition during these troublesome times? Find out what direction CRM is heading in. Take a look at these trends to spot if your business is on the right track.

Keep reading to find out why you should watch out for these 5 leading CRM trends in 2021.

[READ ALSO] Digital Transformation Trends of 2021 >>


How AI-powered CRM tools can boost your Customer Service

Artificial Intelligence to power CRM and Customer Service

Last year, it became clear that customers’ behaviour is changing drastically and continues to grow more unpredictable each passing day.

The importance of gaining deeper insights is highlighted yet again and also challenges your business to achieve much more.

How do you manage then to do more with your real-time customer data today?

Hence why Artificial Intelligence (AI) is currently one of the most anticipated developments to come in CRM. You can expect AI-powered CRM tools to push the limits of your CRM further.

Think of applications such as automating time-consuming tasks, improving your service agents’ productivity, proactively solving customer issues, advancing your chatbots, predicting your customers’ needs, and many more.


Fewer channels to spark more conversations

One-Channel or Channel-less CRM

Omnichannel is no stranger to many. Plenty of businesses already adopted the omnichannel strategy to create a seamless customer experience, even as customers jump from channel to channel.

However, this year turns out to be quite different as a single-channel approach to CRM is becoming more favoured.

What is a single-channel approach?

What this means is that current communication channels will in fact unite. Through one-channel, your sales agents and also your customer service agents no longer need to switch channels to communicate with your customers.

Add AI into the mix and the majority of the work is done, leaving you with a channel-less CRM.


Big data: The next big thing to happen to CRM

Big data and customer data platforms in CRM

Let us state the obvious. The success of CRM relies on the data that you collect as well as what you do with it. Nowadays, the personalisation of customer experience is what determines the outcome of any interaction you have with a customer. How does this actually influence your business?

Here is what you can expect from big data and customer data platform software

  • Get complete and data-driven insights on your customers.
  • Perfect your marketing strategy through one, unified view of the customer experience.
  • Allow AI to analyse your data so you can identify buying patterns and conversion opportunities.


Voice Technology on its way to CRM

Voice Assistance expected in CRM

With the rise of voice technology, it only makes sense that voice engagement is on its way to CRM. Microsoft for instance is already showing interest by funding Tact.ai, a company that owns smart voice assistance technology.

Why is Voice Technology a CRM trend to watch out for?

Currently, voice assistance empowers sales representatives to follow, message, and also alert their teams about related customer data. Now here is where things start to take an interesting turn. Imagine what voice technology paired with AI and machine learning could do for your business.

This could enable you to fuel your business with more data in addition to helpful insights.


CRM shifting to mobile and social in 2021

CRM going more social and movbile

There are two things you need to know about your customers. The first thing is that your customers crave constant connectivity.

This is what strongly drives CRM platforms to provide full and secure mobile functionality. From smartphones and tablets to any other devices that can connect to the internet.

Social Media is not slowing down in 2021

Another thing you should keep in mind is how the importance of social media is not slowing down anytime soon. Social media users today expect a response from your company almost instantly. Is this is a challenge your business is trying to overcome?

Leading CRM platforms are now planning integrations with more social networks, but the technology is not new. Current integrations with Facebook, Twitter, and LinkedIn can still strengthen and boost your relationship with customers.


Next-up: What to expect of Digital Transformation in 2021?

Digital Transformation Trends in 2021

Questions on how you can make these 5 CRM trends work in 2021?

Digital Transformation Trends of 2021

Discover the digital transformation trends of 2021 in this read.

How do you navigate an uncertain future with movement restrictions, office closures and new security challenges?

This year’s digital transformation trends reflect heavily on these hurdles. Experts even predict that investments in digital transformation will double between 2020 and 2023.

The shift to digital is here and unstoppable. Continue reading to stay on top of these trends!


Remote work is here to stay

Digital Transformation Trends 2021 - Remote Work

Around the globe, countless employees are still working from home. This trend will continue, which makes the message loud and clear for all. Remote work is here to stay. Smaller companies are adopting this trend as well, even though employees are slowly returning to their workplace.

One way your business benefits from remote work is undoubtedly more flexibility. But what about meaningful and personal interactions like internal sales meetings, connecting with your customers or performing inspections?

[READ] Fieldwork Amidst the Raging Pandemic >>

Improvements in work from home technologies such as Microsoft Teams are on their way.


Cloud Technology is shaping Digital Transformation

Digital Transformation Trends 2021 -Cloud Technology

Here is another big digital transformation trend you must keep track of in 2021. Cloud technology enables your business to use computing services over the internet. In other words, your employees gain access to the total package: databases, servers, analytics, software, and intelligence.

Remote work becomes a lot easier and accessible, but it doesn’t stop there.

Here is what you can expect:

  • AI will boost the effectiveness and speed of cloud computing.
  • Virtual Cloud Desktop brings your workstation to your home.
  • Hybrid Cloud infrastructure grows into the new norm for businesses.

AI and Machine learning

Digital Transformation Trends 2021 - AI and Machine Learning

In a world where uncertainty is our new normal, both artificial intelligence and machine learning prove to be game changers. They are essential in making your digital transformation projects a success and prevent unforeseen outcomes.

More businesses will also use AI and ML to fuel customer service and overall worker productivity.

Here are examples of how AI can transform your business:


Digital Cybersecurity

Digital Transformation Trends 2021 - Digital Cybersecurity

Yes, cybersecurity has always been crucial in regards to digital transformation. However, today’s security challenges need your attention now more than ever. From January to April 2020, attacks on cloud accounts increased with 630%! Microsoft already aims to combat this threat by strengthening overall security.

AI and machine learning will play a significant part in enhancing digital cybersecurity in 2021.

Cybersecurity and working remotely

Hackers could attack your business if your employees use the cloud to work remotely. What you need to do first is to upgrade your cybersecurity strategies. Next, you need to secure home networks and mobile work-from-home devices.


5G taking over

Digital Transformation Trends 2021 - 5G Network

As mentioned before, this year also paves the way for more video conferencing and digital collaboration. Phones, tablets, and other devices also greatly aid your employees in remote work. That is why you need to prevent your remote workers from being disconnected or slowed down.

5G Fuels Digital Transformation

Experts predict that fast expansion of 5G technology will power 55 billion connected devices by 2025. What makes 5G into an absolute game changer is that it’s at least 10 times faster than 4G!

This upgrade makes innovation and remote work possible for everyone. You can definitely expect 5G to grow more mainstream as everyone continues to work from home.


Questions on these digital transformation trends of 2021?

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