(upbeat music)
- [Narrator] Sales organizations today
face a sea of fundamental changes
in the buying and selling experience.
Buyers are well informed in researching products
and using a variety of channels
as part of their shopping process.
To meet the needs of a new generation of informed buyers,
breaking down the barriers between Sales and Marketing,
and reacting to emerging trends in real time is a must.
With these developments in mind,
Release Wave 1 2023
of the Dynamics 365 Customer Experience Platform
is enhancing capabilities around three main pillars:
uniting customer data signals to understand them better,
connecting Sales and Marketing
for an elevated customer experience,
real time coaching and productivity tools
for improved selling performance.
Now, let's take a closer look.
Kat works for an architecture firm
and is looking for an industrial 3D printer
to design building models for engineers.
She prefers to do her own research
before beginning a sales conversation.
Her search leads her to HMP Manufacturing,
a leader in the 3D printing industry.
As she's looking through their product catalog,
powered by Dynamics 365 Commerce,
she finds one product that's enticing
and perfectly fits into her budget.
She wants to make sure
that the printer can produce high quality models
so she requests a sample by filling a form
that's built using the enhanced form editor
within Dynamics 365 Marketing.
Thanks to this newly enriched designer,
marketers can now use the same experience
for authoring and personalizing forms
as other marketing channels to capture leads.
As soon as she hits submit,
she's added as a lead in Marketing
and is now part of a customer journey
that is personalized and relevant to her needs.
Additionally, she's also onboarded as a customer
onto the Dynamics 365 Commerce site in the background.
Customer Insights captures her behavior simultaneously.
With each interaction,
HMP Manufacturing can take the learnings about her
and further enrich her profile.
Later in the week,
Kat receives the product sample with a QR code
that guides her to useful content specific to the product,
such as guides to transfer blueprints to 3D models
and an offer for a personalized demonstration
and Q and A session.
When she accepts the offer,
the newly designed lead scoring builder within marketing
classifies her lead as formed
and assigns it to the appropriate seller, John,
who has experience in the architecture industry.
Through the enhanced insights
within this lead scoring builder,
marketers can ensure that every single qualified lead
gets the right attention from the Sales team.
Within Dynamics 365 Sales,
via the newly improved unified timeline,
John can view a summarized and detailed view
of all of Kat's interactions,
even before she was a known lead,
including marketing activities such as emails,
push notifications, and text messages.
Additionally, with the embedded Customer Insights data,
such as churn risk and lifetime value,
he's now equipped with all the information needed
to qualify the lead to an opportunity.
A complete view of Kat is easily accessible
through the revamped opportunity form
with the user experience that's optimized for readability.
Knowing that she's already educated herself on 3D printers,
John can personalize his engagement
to meet her in her journey
and confirm an appropriate time for a conversation.
John receives the incoming call from Kat.
During the call, she mentions that she may need printers
for a few additional offices, but her budget is tight.
In response, the enhanced AI capabilities
within Conversation Intelligence
provides John with a conversation tip:
authorizing a new customer discount.
Kat provides a confidence
that she can approve the purchase by the end of the week.
Post call, John opens the call recap experience
where he can see the call highlights
indicating the mutual decisions made,
next steps, and reminders.
The next day, as he's reviewing all his open opportunities
within the new opportunity management experience,
he quickly updates the opportunity size
and the projected close date
without having to open the individual opportunity record.
At the end of the week, Kat responds to an email
stating her interest in making the purchase now.
Using the new “on behalf of” ordering functionality
within Dynamics 365 Commerce, John places an order for her.
This also triggers a new journey within Marketing
that will continuously inform and engage Kat
with any new developments.
For future purchases,
she now also has access to a personalized catalog
with a specific pricing model designed for her company.
A few months later, Kat reaches out
regarding the new 3D model printer subscription service
that she learned from her recent newsletter.
Using Viva Sales,
John then adds the contract management team
to a team's collaboration space to discuss contract terms.
The sales and marketing teams
can now measure the impact of their efforts across deals
with a new unified dashboard,
where they can not only see
how leads have progressed opportunities and won deals,
but also how the marketing journeys, channels,
and assets influence revenue.
With enhanced collaborative capabilities
within this platform,
companies like HMP Manufacturing
can now provide a seamless, consistent,
and a well unified experience to their customers.
To learn more about
the Dynamics 365 Customer Experience Release Wave 1,
we encourage you to review the entire release notes
and try out the Early Access features
for this release as they become available.
Thank you.
(upbeat music)