Digital transformation enables customer engagement

By - January 6, 2018

Customer engagement is evolving. Everyone is mobile, everyone is social, people trust opinions from their friends and peers more than they trust brands, and devices are increasingly connected.  It’s a whole new world where the customer has control.

Having a deep understanding of your consumer and being able to create a compelling experience is critical to any company’s business strategy. Companies are looking for way to harness real-time data for a complete customer view, create actionable insights that lead to better customer engagement and deliver personalized, relevant, and differentiated experiences. Middle market organizations are deploying digital transformation strategies with enabling technologies like Microsoft Dynamics 365, to drive customer engagement and capture new business opportunities.

Dynamics 365 enables organizations to build personalized experiences across all customer touchpoints from consideration to purchase to support by harnessing contextual data to get a complete view of customers, and draw actionable insights that can deliver personalization at scale. Dynamics 365 enables companies to power these types of omnichannel customer experiences across the web, social, email, phone or in person regardless of how and when the customer choses to connect with the company across sales, customer service, marketing, field service, finance or more. Customers want quick resolution – whether it is learning more about a product, making a purchase or resolving a problem. Dynamics 365 enables companies to create effortless, outcome-driven experiences for customers by harnessing the power of advanced analytics, so companies can predict what customers want before they even know it.

Microsoft is brining next generation intelligent business application together to manage specific business processes across sales, customer service, field service, operations, project service automation and marketing.  This shift helps businesses deliver compelling and personalized experiences through every phase of their customer relationships.

Data has become the new currency, and middle market organizations create and have access to more of it, and faster than ever before. The challenge is how to transform it into intelligence that engages customers, generates action and drive outcomes.

To learn more about how small to midmarket firms drive digital transformation through enabling technologies like Dynamics 365, visit RSM’s harnessing data and technology resource center.

To learn more about RSM, contact our professionals at or by phone at 855.437.7202.

By: Kathy Davidson – national Microsoft Dynamics 365 partner

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