Dynamics 365 product insights: What your customers aren’t always telling you
Knowing your customer and prospect information (contact, demographic, vertical, professional, web behavior, etc.) is critical to the start and management of a business relationship, and Microsoft has a host of tools dedicated to delivering a 360 degree view of the customer. (In fact, you’re likely to find that exact phrase on most every Dynamics product page on their website.)
But there’s another tremendous source for insights that can fuel the success of a business, and it’s right underneath your nose: your products.
How are customers actually using your product or service? What features and capabilities are they leaning on most heavily? What features might they typically be ignoring?
Are they using your products as intended? If so, great! How can you optimize? If not… hmmmm... Might they be trying to tell you something? Maybe your product has a different application than you originally thought, or maybe your product needs a little bit of redesign to better point customers in the right direction.
All these tools, and all this information, can be used and discovered through Microsoft Dynamics 365 Product Insights, detailed, discussed, and demonstrated in a recent webinar.
D365 Product Insights: “Un-aided” input from customers
First, let’s be clear: we embrace surveying customers as a fast and proper path in driving product development. But in a survey, there’s always the “questioner/answerer” dynamic that can sometimes lead a respondent to give you the answer you want to hear, rather than what they might actually be thinking.
Collecting data from how they’re in fact using your products, however, may be one of the easiest ways to get the most accurate information.
Getting this “un-aided input” means it’s accurate by default. For example, you could ask 100 customers how often they use your product portal each week, and 90% of them would say “a couple of times.” But the data from the portal shows that maybe 10% of them actually visit the portal.
D365 Product Insights puts this real, and real-time, information directly into your hands.
- Product development insights help you both improve on existing products and services, and identify opportunities for new products and services.
- Customer satisfaction technologies help increase retention by measuring the quality of the customer experience with a product, and capture overall satisfaction rates.
- Proactive repair tools can automate problem detection, enhance diagnostic ability, and drive proactive maintenance.