Customer Insights – Journeys, delivered by FormusPro, helps you design automated, data-driven campaigns that reach the right people with the right message at the right time.
D365 Customer Insights – Journeys helps you personalise buyer experiences. Create and nurture leads by running targeted, multi-channel campaigns, personalised to each buyer’s journey.
Many organisations believe themselves to be customer-centric, while their customers may think differently. However the rewards for getting this engagement right are substantial.
Many buyers are willing to pay more for a better customer experience and having complete customer lifecycle data in one place can help you achieve that.
Increase productivity with marketing automation features such as pre-made workflows to automatically progress promising leads to drive follow-ups with sales teams.
Break down any silos between sales and marketing teams by using one system to connect the dots.
Sales teams sometimes find it hard to value the long term hard work that goes into marketing. However, an integrated system helps you work alongside all of your teams, to inform, report and collaborate. This makes the whole journey of the customer less of a mystery and far more effective at providing sales with a detailed view of who they are dealing with after the prospect becomes a hot lead.
Integrations are available for your existing marketing applications, such as Asana, Eventbrite, Facebook, LinkedIn, MailChimp, Twilio, Twitter, YouTube… the list goes on. These connectors enable you to keep using your other chosen applications with your D365 Customer Insights – Journeys system.
Click isn’t a Microsoft product but works just like it is, from within the Dynamics 365 platform.
It has been our preferred partner for marketing products for a number of years now. This is largely because they specialise in this area so well, it can often out-perform the Microsoft offering for some customers.
Click is comparable to D365 Customer Insights Journeys and often comes in a little more cost effective, depending on the nature of the setup.
To see the full list of Click features flick through our Click product pages.
Microsoft Dynamics 365 Customer Insights – Journeys is the system of choice for many companies as they drive to create more engaging marketing engines with a great level of data insights from their campaigns.
Campaign automation is one of the most common criteria we see, being able to create an always on marketing engine to constantly generate leads for your business.
What is the best way to report on campaigns? Data of course. being able to review a marketing campaign with web traffic and email analytics will allow you to find out what does, and perhaps doesn’t work. Ensuring you test and measure to get the best results.
Microsoft Dynamics 365 Customer Insights – Journeys has a few core elements to ensure an effective and coherent marketing engine.
Managing multiple social channels all at once can be a challenge, but when you can post direct to your social platform, directly from Dynamics, everything becomes streamlined and a lot easier with Customer Insights Journeys.
From newsletters to early life management, email marketing is something that is ever prominent in any campaign. Understanding the numbers behind the email is the first step to making the ultimate email campaign.
Understanding your user journey allows you to create multichannel campaigns, understanding where the user comes from and goes to. With web and email tracking, you can see exactly where your contacts go.
Setting an email workflow up can reduce a lot of manual input from a campaign. Opening the first email could trigger another email the next day to follow up, increasing the touch points with more active contacts.
The bread and butter of data driven decision making. Understanding what works really well, and what needs tweaking. The reporting and analytics in D365 is brought to centralise all your marketing efforts.
What is D365 Customer Insights – Journeys?
Customer Insights ‒ Journeys is a module in Dynamics 365 that lets you create multi-channel marketing campaigns personalised for each stage of the customer lifecycle. It tracks leads, automates journey flows and helps sales and marketing work together more closely.
How does Customer Insights – Journeys help us personalise buyer experiences?
Customer Insights – Journeys lets you segment audiences, tailor content and automate what messages are sent, when and via what channel. That way each contact sees what’s relevant to them, improving engagement and trust.
What channels can we use with Customer Insights – Journeys?
You can use email, social media, web, push notifications and integrations with tools like Facebook, LinkedIn or MailChimp. The idea is to reach people where they are.
How does Customer Insights – Journeys increase productivity?
With built-in workflows, pre-made automation, and integrations, Customer Insights – Journeys takes care of repetitive tasks like follow-ups, scoring leads, triggering next steps automatically. That frees your team to focus on higher-value work.
Can Customer Insights – Journeys integrate with our existing marketing tools?
Yes. Customer Insights – Journeys supports integrations with many popular tools so you don’t have to rip and replace everything. You can keep using what you have alongside span-channel automation and data-driven insights.
How does web & email tracking work?
It logs opens, clicks, and website behaviour so you can see how people interact with your content. That data feeds into segmentation, automation and helps you refine your campaigns.
What role does reporting & analytics play in Customer Insights – Journeys?
Reporting & analytics let you see what parts of your journey are working, what isn’t, so you can test, tweak and improve. It gives you clarity about campaign performance and ROI.
How does Customer Insights – Journeys break down silos between sales and marketing?
Because both teams use the same system, they share data, see the full customer lifecycle, and can coordinate touch points more effectively, which means better handoffs, fewer gaps and better overall customer experience.
Does Customer Insights – Journeys include AI and generative features?
Yes. Newer Microsoft release waves introduce AI tools like generative AI to help you sketch out journeys by describing what you want, automate content and optimize when, how and which messages are sent.
How do we start with Customer Insights – Journeys if we’ve never used marketing automation before?
We begin with a discovery session: understand your current touchpoints, audience, what you already send out, what data you capture. From that we map out your first journey and refine from there.
How does Customer Insights – Journeys help with “moments that matter”?
By letting you trigger content based on user behaviour (e.g. visiting a page, opening an email), local timing, or engagement. That way communications arrive at moments people are more likely to respond.
Can Customer Insights – Journeys be customised for our sector?
Definitely. Whether you’re in NonProfit, membership, public sector, or any field, you can tailor content, channels, workflows and data-points so it fits your sector’s needs.
What is “lead nurturing” in Customer Insights – Journeys?
Lead nurturing means gradually building relationships with potential customers or supporters, sending helpful content or reminders, letting them progress through stages until they’re ready to convert.
How long does it take to see results from Customer Insights – Journeys?
It depends on how complex your journeys are, how many channels you use and the maturity of your data. Some simple journeys can show gains (opens, clicks, engagement) in weeks; deeper lifecycle impact takes longer and continuous tuning.
Can Customer Insights – Journeys help with compliance and data privacy?
Yes. Because it uses unified user profiles, segmentation tools and built-in controls, you can ensure only relevant communications are sent and personal data is handled according to standards like GDPR.
What are common mistakes to avoid when implementing Customer Insights – Journeys?
Common pitfalls include using too many channels too early, sending irrelevant content, not maintaining data quality or segmentation, ignoring reporting and not optimising for mobile or timing.
Does Customer Insights – Journeys work with both B2B and B2C campaigns?
Yes. Customer Insights – Journeys can be used for account-based B2B campaigns, mass-market B2C journeys, or hybrid approaches, depending on your organisation’s audience and goals.
Can Customer Insights – Journeys help unify supporter and customer data from different sources?
Absolutely. Customer Insights – Journeys works with Dynamics 365 Customer Insights, Power Platform and external data sources to create a unified profile, giving you a complete picture of every individual.
How does lead scoring work in Customer Insights – Journeys?
Lead scoring assigns points based on behaviours like opening emails, clicking links or attending webinars. High-scoring leads are flagged for sales, ensuring your team focuses effort on the most engaged prospects.
Can Customer Insights – Journeys support event promotion and follow-up?
Yes. Customer Insights – Journeys can integrate with event tools like Eventbrite, letting you promote events, track registrations, and then automatically follow up with attendees before and after.
What role does Continuous Improvement play in Customer Insights – Journeys?
Continuous Improvement means regularly reviewing journey performance, updating content, adjusting triggers and refining automation so your marketing stays relevant, efficient and impactful.
How do we measure success in Customer Insights – Journeys?
Key metrics include open rates, click-throughs, conversion rates, drop-off points in journeys, lead response times and revenue or impact generated from the nurtured leads.
What is the ROI of using Customer Insights – Journeys?
ROI may come from increased engagement, higher lead conversion, more efficient use of marketing and sales resources, fewer lost leads and better alignment of customer experience.
We worked with the Premium Credit team as partners on a number of a large and ongoing transformation projects within D365. By getting to really know the team and their business model we have been able to create solutions and processes that have had a real impact on their business.
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