One customer view. The whole organisation. Live in Dynamics 365 CRM.

When sales, marketing, finance, delivery and service see the same customer, with a complete, connected picture built on data, the whole business feels the difference. And so does the customer.

Most organisations have plenty of data. The challenge is that it’s scattered across systems and spreadsheets. The real gain comes when CRM becomes the natural hub and master for customer data: a single source of truth about the customer that the entire organisation works from.

In 45 minutes, we go live in Microsoft Dynamics 365 CRM and follow one customer through the entire organisation. The session shows how to get more out of the customer data you already have, and how every customer conversation can become stronger than the last.

From customer data to competitive advantage

Many already work in Dynamics 365. Others are considering it. Either way, the question is the same: how much more value can you create with the customer data you already have?

A strong CRM isn’t a filing cabinet. It’s where the customer is defined once, and where ERP, marketing automation, service and other systems retrieve and deliver data. Even when account details, for example, are owned in ERP, CRM is where the complete customer picture comes together. That makes CRM the engine that helps the whole organisation understand the customer, act faster and deliver a seamless experience from first contact through delivery, invoicing and service.

The session shows live:

• why CRM is the natural hub and master for customer data, and how the other systems work together with it

• how a single, unified customer view gives sales, marketing and service an edge in every customer conversation

• how CRM and marketing automation work together through real-time data exchange within Dynamics and between Dynamics and Agillic

• how consent and preferences become a natural part of the customer view, so you know not only what you know about the customer, but also what the customer has agreed to

• where AI already saves time and creates tangible value today, and where it doesn’t necessarily

We’ll also look at why customer views break down in practice: duplicates, unclear data ownership and the spreadsheet that lives a life of its own alongside the system. We’ll share experience from real implementations on how to keep the customer view unified over time.

Agenda

Part of the session takes place live in Dynamics 365, where we demonstrate hands-on use cases from across the customer journey, with CRM as the starting point.

• Dynamics 365 CRM as the hub for customer data

• The entire customer journey in CRM: sales, customer service and marketing working together

• AI in CRM: where does it create value?

• CRM as a shared foundation: how to get started

• Q&A

Who is the session for?

The session is for anyone working with CRM, sales, customer service, marketing, finance or data who wants to create a data-driven and truly connected customer experience. That applies whether your organisation already uses Microsoft Dynamics 365 or is considering how the platform could fit into your existing setup.

45 minutes with plenty to take away, especially for organisations that:

• want to elevate the customer experience with data, so it connects across the entire customer journey

• use Dynamics 365 today but aren’t getting the full value from their customer data

• find that sales, marketing and service each work from their own version of the customer

• spend too much time searching for information across systems and spreadsheets

• want to connect CRM and marketing automation more closely, for example with Agillic

• need to ensure that consent and preferences follow the customer across systems

• are curious about where AI can create practical value in CRM

• are about to choose or further develop their CRM platform

And for anyone asking themselves: do we really know our customers well enough, and do we use what we know when it matters most?

Fewer slides, more live. Real platform, real examples.

The session prioritises demos of relevant use cases in Dynamics 365 CRM. We keep slides to a minimum and work directly in the platform with concrete examples on screen.

Participants leave with inspiration, new knowledge and concrete ideas they can take back to their own organisation and put to use the very next day.

Bring your own challenges – we take questions throughout and answer them live.