06 Dynamics 365 Marketing - Pitch Deck

Dynamics 365
Marketing
Elevate customer experiences
April 2021
Agenda
How the customer’s world has changed
How marketing strategy and

technology must adapt
How Microsoft can help you win

How the customer’s world has changed
A typical customer’s life today is radically different
from even a year ago
Customer loyalty and marketing technology budgets
have also changed recently
65% ~60%
of consumers intend to continue of CMOs expect moderate to severe
their changed shopping behaviors cuts in their MarTech budgets
after the pandemic
McKinsey and Company) Gartner

How marketing strategy and technology
must adapt
Marketers need a new strategy
Old New
Demand generation End to end experiences
Big bang campaigns, Agile, always on marketing

megaphone messaging
Insight based decisions
Gut decisions
Engaging events with
Tradeshows audience nurture
Improving customer experience is key plank of new
strategy, and offers tangible benefits
Revenue increases of Cost reductions of Customer advocacy

score improvements of
10-20% 15-25%
20-40 points
Source: Potential improvements reported by BCG for customer journey programs

Technology must evolve to support new strategy
1.0 Mass communications 2.0 Campaigns 3.0 Customer experiences

Email marketing Segment-driven campaigns Real-time, event-based journeys
Ads to raise brand awareness Demand generation mindset End to end experiences
Engage your customers in real time, at scale
64% 2 to 6 touchpoints
of B2C consumers expect companies to In 2001, the average consumer used only
interact with them in real time two touch-points when buying an item.
Today, it is almost six touchpoints.
Customer Centered Strategies Aberdeen Group

How Microsoft can help you win
“Our mission is to empower
every person and organization
on the planet to achieve more.”
Satya Nadella, Microsoft CEO
Customers Employees
How Microsoft helps

organizations unlock
new value
Operations Products
Microsoft Dynamics 365 is a fully integrated solution
Sales
Marketing Human Resources
Customer Service Finance
Customer Insights
Commerce Operations
Power Platform
Customer journeys are not linear
A typical customer journey
Use
Buy Keep
Acquire Refer
Dynamics 365 Marketing
Elevate customer experiences
1. 2.
Engage customers Win customers and
in real-time earn loyalty faster
3. 4.
Personalize Build customer
customer trust with a
experiences unified, adaptable
with AI platform
Video
20
Why Dynamics 365 Marketing?
End to end experiences

Journeys across physical and digital touchpoints across
Marketing, sales, commerce and service.
Supports B2B and B2C marketing.
AI Assisted
Content and channel recommendations, experimentation
Easy for business users

Point and click content editor, natural language for
defining segments , engaging events and audience
nurture with MS Teams.
Next steps
The path forward
Schedule a custom demo for your team
Visit Dynamics 365 Marketing

to learn more and get started
Appendix
Key Capabilities and supporting features
Engage customers in Win customers and Personalize Build customer trust

real-time earn loyalty faster experiences with AI with a unified,
adaptable platform
Orchestrate real-time, Design end-to-end journeys Create engaging content Unify and share customer
customer-led journeys enhanced by AI data more securely
Improve customer
Design customer-led communications across Run experiments to optimize Comply with regulations
experiences customer facing teams. content and channels such as GDPR and HIPAA
Create impactful content Nurture leads and accounts Improve effectiveness with Easy to customize and
with dynamic authoring with relevant content, lead real-time KPIs and extend to meet your
and digital asset scoring and ABM dashboards business needs
management
Turn event, meeting, and Turn customer Insights into Run business unit-level
Deliver seamless experiences webinar attendees into loyal relevant actions to improve marketing and promote
across physical and digital customers targeting and personalization content re-use
channels
Live CDX demo
Win customers and earn loyalty faster
Personalize customer experiences with AI
Personalize customer experiences with AI
Create engaging Experiment to Improve Act on a 360-degree

content assisted increase marketing understanding of
by AI engagement effectiveness the customer
Live CDX demo
Personalize experiences with AI
Build customer trust with a unified, adaptable platform
Build customer trust with a unified, adaptable platform
Unify and share Easily customize Comply with Run business unit
customer data and extend to Regulations such level marketing and
more securely meet your as GDPR and promote content re-
business needs HIPAA use
Live CDX demo
Grow with a unified, adaptable platform
Demo
Context
Who’s involved?
Chief Marketing Officer
Sandra
Customer Data Analyst

Sara Kevin
Director, Marketing Director of

Technology Customer Experience
Jason Amy
Business challenge
“We need to improve the uptake in our fast
casual dining loyalty program, and we want
to use our new customer journey
orchestration capabilities to do it.”

Sandra
Audience context
Works at a nearby office
Lots of options nearby for lunch and often
decides on a whim
Prepared to sign up for loyalty programs
if the offers are good
Customer
Sara
Technology context
Dynamics 365 Customer
Insights to build unified
customer profiles
with new customer
journey orchestration
capabilities
Demo
Step by step
1. Set the business goal for the new customer journey
CMO
Sandra
2. Create a new customer journey template
Data Analyst
Kevin
3. Optimize communication time, channel and content
CX Manager
Amy
4. Automatically author copy and layout with AI
CX Manager
Amy
Data Analyst
Kevin
5. Add personalized product recommendations and send
6. Iteratively improve the journey flow with AI
Director,
Marketing
Technology
Jason
CMO
Sandra
Demo
Outcomes
Customer outcomes
Closer affinity to brand due to more
personalized messages
Higher spend in store, via more visits
and higher spend per visit
Greater advocacy for brand
among friends
Customer
Sara
Business outcomes
Customer Advocacy score improvement
among loyalty program customers
Lower costs as marketing spend is
more efficient
Higher revenue as customers spend more

Sandra
SPARES
Summary
1. Set the business goal for 2. Create a new customer 3. Optimize communication
the new customer journey journey template time, channel and content
4. Automatically author copy 5. Add personalized product 6. Iteratively improve the

and layout with AI recommendations and send journey flow with AI

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How has the customer's world changed?

How has the customer's world changed?

What marketing strategy and technology changes are needed?

What marketing strategy and technology changes are needed?

Dynamics 365

How marketing strategy and

How Microsoft can help you win

McKinsey and Company) Gartner

Big bang campaigns, Agile, always on marketing

Revenue increases of Cost reductions of Customer advocacy

Source: Potential improvements reported by BCG for customer journey programs

1.0 Mass communications 2.0 Campaigns 3.0 Customer experiences

Customer Centered Strategies Aberdeen Group

How Microsoft helps

Marketing Human Resources

Customer Service Finance

A typical customer journey

End to end experiences

Easy for business users

Visit Dynamics 365 Marketing

Engage customers in Win customers and Personalize Build customer trust

Create engaging Experiment to Improve Act on a 360-degree

Customer Data Analyst

Director, Marketing Director of

Chief Marketing Officer

Chief Marketing Officer

4. Automatically author copy 5. Add personalized product 6. Iteratively improve the

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