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Dynamics 365 Customer Engagement – What Is It?

Explore the power of Dynamics 365 Customer Engagement and unlock its potential for seamless customer relationship management

Managing relationships with customers can be tricky for any organisation, but to be really good at it, a modern CRM (Customer Relationship Management) solution is a must have.

It helps manage customer interactions, tracks sales and marketing pipelines, and empowers a business to provide the very best in customer service.


Being a Microsoft Solutions Partner, Dynamics 365 Customer Engagement is always our go-to choice for a CRM.


It’s Microsoft’s cloud-based CRM solution that improves customer relationships, increases sales and revenue, improves operational efficiency and helps decision makers make better choices to stay ahead of the competition.


What Is Dynamics 365 Customer Engagement?

Dynamics 365 Customer Engagement is a customer relationship management business solution that helps improve the marketing capabilities of a business, driving sales higher, and provides excellent customer service to customers.

Formerly known as Dynamics 365 CRM, it’s a fully integrated solution that includes D365 Sales, Marketing, Customer Service and Field Service.


In a nutshell, it allows a customer to connect all their customer data in one spot, use it to build and improve on relationships, improve engagement levels and increase overall productivity.

What’s A Customer Relationship Management system (CRM)?

If we define a customer as anyone who receives or buys a product or service, then the primary purpose of a business is surely to both attract more customers and increase the spending levels of their current customers through better engagement.

That’s what CRMs are for; to help track, manage and better engage with customers, creating personalised marketing and sales campaigns, using the data captured on them to help improve every interaction.

Further reading

  • Driving Agility: How Low-Code/No-Code Can Empower Modern Businesses
    Dynamics 365 System Build
  • Careers At FormusPro

Why I Love Dynamics 365 CE (Customer Engagement)

Dynamics 365 CE offers organisations a huge range of benefits, including:


      • Improved Customer Relationships:D365 CE helps businesses gain a 360-degree view of their customers, letting them better understand their needs and preferences. It can also be used to fully personalise customer interactions, delivering a consistent awesome experience.
    • Increased Sales & Revenue:It helps identify and qualify leads, close more deals, and provides excellent customer service which then leads to increased sales and revenue.
  • Improved Operational Efficiency:It automates business processes, reduces costs, and frees up teams to focus on more strategic tasks.
  • Better Business Decisions:It offers in-depth insights into customer data, allowing businesses to identify trends and opportunities.
  • Stay Ahead Of The Competition: It’s also a cloud-based solution, with frequent updates for all the latest features and functionality.

How D365 CE Improves Customer Relationships

At the bare minimum, A CRM system should improve customer relationships, so let’s start there, with what Microsoft’s Customer Engagement does and how it does it.


A CRM solution helps gather and manage customer data, personalises customer interactions and delivers a consistent customer experience.

It gives organisations a true, 360-degree view of their customers, by gathering all their data into one place so as to offer a complete understanding of their needs and preferences. This information can then be used to personalise the customer journey and deliver a more relevant and engaging experience. Interactions can be personalised based on past interactions with a company, from Tweets to phone calls to emails to chatbots on the website.

It also makes sure a customer’s experience with a business is consistent, ensuring everyone receives the same level of service, regardless of which team member they interact with.


Whilst that may sound simple, doing so massively increases the satisfaction of customers.

When people feel like they’re being treated well and their needs are being met, they’re much more likely to be satisfied with a company, leading to repeat business and positive word-of-mouth marketing.

That satisfaction will often translate directly into increased sales and revenue as a happy customer is much more likely to buy from a business again… or even start referring their friends and colleagues.



It’s not just about additional revenue though. Improved customer relationships can also impact and reduce costs.

Once an organisation gains good understanding of their customers’ needs and preferences, they can start being much more efficient and targeted in their marketing and sales efforts, leading to reduced costs.

How D365 CE Increases Sales And Revenue

I’ve touched briefly on how better customer engagement can increase sales and revenue, but Dynamics 365 CE can do so much more than I’ve already mentioned.

Using D365 CE to identify and qualify leads helps make identifying the ‘good’ ones much more efficient, letting sales teams focus their efforts on the most promising prospects. It also makes tracking the entirety of the sales pipeline much easier, increasing the number of closed deals.

The improved (personalised) customer service you get with 365 CE also has a knock-on effect with revenue in that as levels increase, repeat business increases and churn decreases, and that’s before we take into account the effect all this will have on a brands reputation in attracting new clients.



Something else worth considering with D365 CE is the depth to which you can drill down on a chosen market. The in-depth data you can collect and collate on customers really helps identify just what your target markets are.

The more targeted you can be, the less you have to spend on acquisition and the more profitable you become!

Improve Operational Efficiency With D365

D365 CE doesn’t just help with customer engagement however.

It can also be used to automate business processes and streamlining communications (internally and externally), freeing up teams for more important tasks.

It almost goes without saying that improving operational efficiency reduces costs, but it also increases productivity, and thus increases profits.

CRM’s are vital tools for any business of any size.

They help improve customer relationships, increase sales and revenue, improve operational efficiency, help senior management make better business decisions, and allow organisations to better stay ahead of the competition.


As I said at the start, Dynamics 365 Customer Engagement is a cloud-based CRM solution that does all this and more. It’s a powerful and flexible solution that can be customised to meet any specific needs a business could have, meaning if you’re looking for a way to improve your customer relationships, increase your profits and stay ahead of the competition, then D365 Customer Engagement is it.

Reach out if you’re interest in finding out how you can best implement Microsoft CE and easily integrate it with all your other systems.

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To find out about how we create systems around the Microsoft D365 platform or to ask us about the specific industry focused digital management systems we create, get in touch.

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