Customers crave personalised experiences, seeking engagement on their preferred platforms and channels.

A Customer Data Platform (CDP) offers a straightforward solution by seamlessly connecting to and extracting data from your existing apps, tools, software, and channels like social media and websites. This enables a deep understanding of how customers interact with your enterprise, spanning websites, purchases, stores, product choices, and communications such as enquiries or complaints.

This platform is a game-changer for Marketing, Sales, and Customer Service teams, but also benefits any staff working with data to enhance efficiency. Because you have data in numerous places, whether it is sales data in Salesforce, inventory, ERP information in SAP, AWS, or even Google, that data needs to be brought into a single place where it can be transformed and made useful to the business. Within the CDP we can fully unify this data, to create a deeper, 360-degree understanding of the customer that is informed by all their interactions, transactions, and touchpoints Without the right tools, organisations risk decreased engagement and loyalty.

Embrace an intelligent customer experience solution leveraging AI and collaboration to meet evolving needs efficiently. This is how a Customer Data Platform, like Microsoft Dynamics, with built-in AI capabilities, allows users to access the data in natural language and integrates seamlessly with Microsoft 365 applications like Teams, Excel, Word, and Outlook.

Not only do we create a unified customer profile, but we build a real-time activity timeline which serves as an illustrative history of all the touchpoints and knowledge for that customer. Once you’ve unified your profiles you can use out-of-box AI and ML models such as customer lifetime value, sentiment analysis, or product recommendations to inform your approach to customer engagement. All this information is written into the Customer Data Platform that supports the Dynamics 365 ecosystem of products and solutions, Azure and Microsoft 365 tools such as Excel, PowerPoint and Teams. Microsoft Dynamics 365 serves as a super conduit, allowing data to be easily surfaced in your applications—for Sales, Service, and Marketing.

Benefits of Customer 360: Maximise Lead Nurturing & Closure Rates: Consistently nurture leads with precision, delivering the right message at the right moment. Sales and Marketing can drop golden nuggets of insight to guide customers towards conversion with ease. Deep Personalisation: Tailor every interaction and communication to resonate on a deeper level, unlocking powerful Key Account Management strategies. Consistent, Accurate Messaging Across Channels: Deliver clear and consistent messages wherever your customers are, ensuring your communications hit the mark every time. Boost Client Retention + Reduce Turnover: Keep your clients coming back with personalised experiences that strengthen loyalty and reduce churn. Smart Data Management: Empower your organisation with insights from behavioural and demographic data, enabling informed decisions. Safeguard your data with full GDPR and POPIA compliance, while leveraging comprehensive reporting to drive impactful, data-driven outcomes.

Enterprisecloud customises the solution to meet your organisation’s specific needs, helping you unlock the power of AI to turn data into actionable insights. Through our Customer Engagement Vision and Value process, we align your IT and business strategies for optimal results.

Schedule a complementary 30-min Discovery Call to understand if Microsoft's secure CDP is the answer to your data and security challenges! https://www.ec.co.za/2022/07/12/discovery-call-request/

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