01 · Customer
Customer data platform
Ingest data from CRM, ERP, web, mobile, point-of-sale, support, and 700+ pre-built connectors. Match and merge identities into unified customer profiles in Dataverse.
Dynamics 365 Customer Insights is Microsoft's combined customer data platform and marketing automation suite, sold as two paired apps: Customer Insights – Data (the CDP) and Customer Insights – Journeys (the marketing automation). Together they unify customer data across CRM, ERP, web, e-commerce and offline sources, then orchestrate AI-driven journeys across email, SMS, push and ads.
Dynamics 365 Customer Insights is Microsoft's combined customer data platform and marketing automation suite, sold as two paired apps: Customer Insights – Data (the CDP) and Customer Insights – Journeys (the marketing automation). Together they unify customer data across CRM, ERP, web, e-commerce and offline sources, then orchestrate AI-driven journeys across email, SMS, push and ads. We implement Customer Insights for B2C and B2B marketing teams replacing Adobe Experience Cloud, Salesforce Marketing Cloud, or aging stacks of disconnected point tools.
7 modules in a typical deployment.
Ingest data from CRM, ERP, web, mobile, point-of-sale, support, and 700+ pre-built connectors. Match and merge identities into unified customer profiles in Dataverse.
Build segments with natural language ('customers who bought twice in the last 90 days and opened our email but didn't click'), predictive churn and CLV models, and audience suggestions.
Trigger-based journeys responding to events in seconds — cart abandonment, support case opened, app event — across email, SMS, push, in-app, and ad platforms.
Drag-and-drop email builder, SMS via Twilio or Microsoft-provided, push via Firebase or APNs, in-app messaging, and full deliverability monitoring.
Predictive lead scoring grounded in CRM and engagement data, account-based scoring rolled up from contact-level signals, and tight handoff into Dynamics 365 Sales.
Generate email copy, segment definitions, journey logic, and content variations from prompts. Audit each output before activation — Copilot drafts; humans approve.
Customer profiles surface inside Dynamics 365 Sales and Customer Service. Power BI dashboards run live on the same unified profile data — no separate analytics warehouse required.
Honest comparisons we walk every prospect through before quoting. If you’re on the wrong side of the line, we’ll tell you.
Adobe is the reference standard for B2C content-and-commerce-led marketing at the enterprise tier. Customer Insights wins on integration with the Microsoft data estate, total cost of ownership, and AI on Dataverse. Adobe wins when Adobe Real-Time CDP, Target, and Analytics are already core to your stack. Don't rip and replace Adobe lightly — integrate where useful and revisit at contract renewal.
Marketing Cloud (and Data Cloud) has deeper email and journey heritage. Customer Insights wins on price-to-capability ratio at mid-market and integration with Microsoft 365 / Dynamics. If you're committed to Salesforce CRM and Marketing Cloud is part of an enterprise license, stay. Otherwise, Customer Insights is increasingly the more economical, less fragmented choice.
HubSpot is excellent for B2B inbound and SMB-to-mid-market. Customer Insights is the right call when you need a true CDP layer (multi-source identity resolution at scale), B2C journey orchestration with real-time triggers, or unification with Dynamics ERP/CRM. Many of our clients run HubSpot for top-of-funnel and Customer Insights for the rest — it's not always one or the other.
Customer Insights is sold by tenant, not per user. Customer Insights – Data starts at $1,700/tenant/month for 100K profiles, scaling to enterprise tiers for millions. Customer Insights – Journeys starts at $1,700/tenant/month for 10K monthly contacts in interactions. Existing Dynamics 365 customers get an attach discount (~50% off) on Journeys. Email and SMS volumes are metered. Implementation services typically run $50K–$250K for a focused deployment depending on the number of source systems, identity matching complexity, and journey design scope.
Estimate your numbers →Three-week data assessment: inventory of sources, profiling identifiers, sizing the matching problem (deterministic vs probabilistic), and defining the unified profile schema. CDP value is bounded by data quality — fix it here, not later.
Stand up Customer Insights – Data, ingest sources, run identity resolution, validate match rates against known truth sets, and publish unified profiles back into Dynamics 365, Power BI, and ad destinations.
Design the first three to five high-value journeys (welcome, abandoned cart, post-purchase, win-back, service follow-up) with real-time triggers and measurement. Ship, measure, iterate.
Add channels, layer in predictive models (churn, CLV, next-best-action), expand from B2C to B2B/ABM (or vice versa), and tune segmentation based on actual lift data — not vendor demos.
If yours isn’t here, ask in the consultation. We’ve probably answered it five times this month.
Two-week paid assessment. Fixed-fee proposal at the end — even if you don’t pick us.
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