Dynamics 365 Customer Insights. Know your customers. Reach them at the right moment.
Customer Insights Data unifies your customer data from every source into complete profiles. Customer Insights Journeys orchestrates personalised marketing across email, SMS, and more. Two products that replace what used to be separate CRM and marketing platforms.
Two modules. One product.
Microsoft merged its customer data platform and marketing automation into a single product. Customer Insights now covers everything from data unification to campaign execution.
Customer Insights Data
Unify customer data from CRM, ERP, website, email, and third party sources into complete profiles. Resolve duplicates, build segments, and generate AI predictions for churn, lifetime value, and next best actions.
Customer Insights Journeys
Design and automate marketing journeys across email, SMS, push notifications, and custom channels. Trigger journeys based on real time events and customer behaviour. This is the module formerly known as Dynamics 365 Marketing.
What Customer Insights delivers for your business
Unified Customer Profiles
Combine data from CRM, ERP, website, email, and third party sources into a single customer view. Resolve duplicates and build a complete picture of every customer.
Segmentation
Create dynamic segments based on demographics, behaviour, purchase history, and engagement. Use Copilot to build segments with natural language descriptions.
Journey Orchestration
Design and automate customer journeys across email, SMS, push notifications, and custom channels. Trigger journeys based on real time events and customer behaviour.
Real Time Analytics
Track customer engagement, journey performance, and segment growth in real time. Dashboards show what is working and what needs adjustment.
AI Predictions
Predict customer churn, lifetime value, and next best actions. AI models learn from your data and improve over time to help you retain and grow customers.
Integration
Native connectors to Dynamics 365, Microsoft 365, Power Platform, and third party tools. Your marketing data flows into the same ecosystem as your sales and operations.
Marketing, sales, and operations in one ecosystem
Customer Insights pulls data from D365 Sales and Business Central to build unified profiles. Your marketing team sees the full customer picture. Sales sees which campaigns drove engagement. Operations sees which customers are at risk. One platform, one source of truth.
Data flows in
Customer data from CRM, ERP, web, and third party sources is unified into profiles.
Segments and journeys
Build segments and trigger personalised journeys based on real time behaviour.
Insights drive action
AI predictions and analytics feed back into Sales and operations for action.
Extend your Dynamics 365 platform
Business Central
ERP implementation for finance, supply chain, manufacturing, and warehouse management.
D365 Sales
CRM and pipeline management. Feed sales data into Customer Insights for unified profiles.
Data and Insights
Power BI dashboards and analytics to visualise customer data alongside operational metrics.
Customer Insights inside the Australian regulatory frame
Customer data platforms create the most regulatory exposure in any Microsoft stack. Australian privacy and marketing rules add specific consent, notification, and breach reporting obligations that the platform configuration needs to reflect.
Australian Privacy Principles
The 13 APPs under the Privacy Act 1988 govern how Australian businesses collect, use, store, and disclose personal information. APP 1 needs an open privacy policy. APP 3 limits collection to what is reasonably necessary. APP 6 limits secondary use. Customer Insights segmentation and audience build must respect these limits at the data model level.
Spam Act consent rules
The Spam Act 2003 requires express or inferred consent before sending commercial electronic messages including email and SMS. Customer Insights audiences flagged for outbound campaigns must be filtered to consented contacts only. ACMA actively investigates breaches with material penalties.
Notifiable Data Breaches
Customer data platforms concentrate personal information and create breach severity if compromised. The Notifiable Data Breach scheme under the Privacy Act requires organisations to assess a suspected breach within 30 days, and to notify the OAIC and affected individuals as soon as practicable where the breach is eligible and serious harm is likely. Customer Insights audit logging supports the eligible breach assessment that determines notification.
Do Not Call Register
Audiences exported for outbound telemarketing must be checked against the Do Not Call Register. Customer Insights workflows that build call lists need an integration step that excludes listed numbers before the list reaches the dialler.
OAIC guidance on tracking
The Office of the Australian Information Commissioner publishes guidance on online tracking, cookies, and behavioural advertising. The 2023 Privacy Act review report recommended significant reforms to consent and data practices. Customer Insights deployments now should anticipate the direction of reform not just current rules.
Data residency in Australia
Microsoft offers Australian geo data residency for Customer Insights so that customer profile data and segmentation models can be stored in Australia. This reduces APP 8 exposure for stored data, though APP 8 obligations can still apply where personal information is accessed or processed from offshore. Residency and processing scope should be confirmed per Microsoft product documentation and tenant configuration.
Common questions about Customer Insights
What is the difference between Customer Insights and D365 Sales?
D365 Sales manages your pipeline and individual sales conversations. Customer Insights is two modules in one product. The Data module unifies customer data from multiple sources into complete profiles. The Journeys module (formerly D365 Marketing) orchestrates marketing campaigns across email, SMS, and other channels. Sales and Customer Insights integrate natively.
What data sources can Customer Insights connect to?
Customer Insights connects to Dynamics 365 products, Microsoft 365, Azure data sources, and third party systems through pre built connectors. It can also ingest data from CSV files, databases, and APIs.
Does Customer Insights include AI features?
Yes. Customer Insights uses AI to predict customer churn, recommend next best actions, identify high value segments, and personalise journey content. Copilot helps build segments and journeys using natural language.
How long does implementation take?
A typical Customer Insights implementation takes 6 to 12 weeks depending on the number of data sources, complexity of segmentation, and journey requirements. Simpler deployments focused on data unification can go faster.
How much does Customer Insights implementation cost?
Every implementation is fixed price. Cost depends on the number of data sources, segmentation complexity, journey requirements, and integrations. Contact us for a specific quote.
Ready to understand your customers better?
Book a free discovery call. We will discuss your customer data challenges and show you how Customer Insights brings it all together. Fixed price, no obligation.