Dynamics 365 Customer Insights Implementation
Real-time journeys, unified customer profiles, segmentation and consent management for marketing teams on Dynamics 365, by senior consultants with 8+ years of delivery.
Solzet implements Microsoft Dynamics 365 Customer Insights for marketing teams that want automation in the same data model as sales and service. Our senior consultants configure Customer Insights - Journeys for real-time journeys, emails, forms, segments and consent, and Customer Insights - Data for unified customer profiles built from several sources. We connect marketing to Dynamics 365 Sales so qualified leads reach sellers with their full history, migrate teams from the retired outbound marketing features, and fix journeys where contacts get stuck. We recommend the right solution for each client, including a custom CRM when Microsoft licensing does not fit. Delivery is from Yerevan, Armenia.
What is Dynamics 365 Customer Insights?
Customer Insights is the Dynamics 365 marketing and customer data application, which replaced the product previously sold as Dynamics 365 Marketing. It has two parts that can be licensed and implemented together or separately.
- Customer Insights - Journeys: real-time, event-triggered customer journeys, email and SMS messages, marketing forms, segments, lead scoring and consent management.
- Customer Insights - Data: a customer data platform that unifies profiles from Dataverse and external sources, resolves identities and calculates measures and segments you can act on.
Journeys or Data: which do you need?
Many mid-market teams start with Journeys, because their customer data already lives in Dynamics 365 Sales and Customer Service. Data becomes worth adding when customer information is spread across several systems that need to be unified before marketing can act on it.
| Your situation | Start with | Why |
|---|---|---|
| Customer data mostly in Dynamics 365 already | Journeys | Segments and journeys can run directly on Dataverse contacts, leads and accounts. |
| Customer data spread across e-commerce, support and other systems | Data, then Journeys | Profiles need unifying and identities resolving before journeys target the right person. |
| Moving from the retired outbound marketing features | Journeys | Real-time journeys are the supported path forward, and the migration needs planning for emails, segments and forms. |
| Marketing must hand qualified leads to sellers | Journeys with Dynamics 365 Sales | Lead scoring and hand-off rules route leads to sellers with their full engagement history. |
How do we handle consent and compliance?
Consent is designed before the first email is sent. We configure compliance profiles, subscription centres and purpose-based consent so contact preferences are recorded once and respected by every journey. For organizations trading into the EU we align the setup with GDPR requirements, including double opt-in where appropriate and clear records of when and how consent was given.
Why do contacts get stuck in journeys, and how do we fix it?
Journeys that stop progressing are the most common issue we are asked to investigate: contacts waiting on a condition that can never be met, triggers that never fire, or consent and segment settings that silently exclude people. Our guide to contacts stuck in Customer Insights journeys walks through the causes. We audit the journey design, correct it in a test environment and put monitoring in place so the problem is noticed in hours rather than weeks.
How does Customer Insights connect to sales and service?
Because Customer Insights runs on Dataverse, marketing, Dynamics 365 Sales and Customer Service can share one customer record. We configure lead scoring and hand-off rules so sellers receive qualified leads with the full engagement history, and service interactions can trigger journeys such as follow-ups after a case is resolved. If Microsoft licensing does not fit your marketing budget, we can build campaign and segmentation features into a custom CRM instead.
What do buyers ask us?
What is the difference between Customer Insights - Journeys and Customer Insights - Data?
Journeys is the marketing automation part: real-time journeys, emails, forms, segments, lead scoring and consent. Data is the customer data platform: it unifies customer profiles from several sources, resolves identities and calculates measures and segments. Teams whose customer data already lives in Dynamics 365 often start with Journeys; teams with data spread across many systems usually need Data as well.
Is Dynamics 365 Marketing the same as Customer Insights?
Customer Insights is the current name for Microsoft's marketing and customer data offering, which replaced the product previously sold as Dynamics 365 Marketing. Real-time journeys in Customer Insights - Journeys are the supported path for marketing automation going forward.
Can you migrate us from outbound marketing to real-time journeys?
Yes. We inventory your existing emails, segments, forms and journeys, rebuild what is still needed as real-time journeys, plan the consent and subscription changes, and run both in parallel for a controlled period so no campaign is interrupted.
Why are contacts stuck in our Customer Insights journey?
The usual causes are conditions a contact can never satisfy, triggers that do not fire because the underlying event is not being raised, and consent or segment settings that exclude people without an obvious error. We audit the journey, reproduce the problem in a test environment, fix the design and add monitoring so it does not recur silently.
Does Customer Insights work with Dynamics 365 Sales?
Yes. Both run on Dataverse, so marketing and sales share the same contacts, leads and accounts. We configure lead scoring and hand-off rules so qualified leads reach sellers with their engagement history, and sales activity can feed back into segments and journeys.
What if Microsoft marketing licensing does not fit our budget?
We recommend the right solution, whether that is Dynamics 365, Power Platform, or a custom-built CRM. For teams that need segmentation, campaigns and consent tracking without Microsoft licensing, we can build those capabilities into a custom CRM that you own.
Which related services fit alongside this?
Custom CRM Development
Custom CRM development on React, Node.js, PostgreSQL and .NET for companies that need CRM without Microsoft licensing. Full ownership, no per-user fees.
Dynamics 365 Sales Implementation & Consulting
Dynamics 365 Sales implementation: lead-to-opportunity process, pipeline and forecasting, quotes, Outlook and Teams integration, and migration from other CRMs.
Dynamics 365 Customer Service Implementation
Dynamics 365 Customer Service implementation: case management, routing, SLAs and entitlements, knowledge base, omnichannel chat and Copilot for support teams.
Ready to start?
Contact Solzet for a free consultation. A senior consultant replies within one business day with a recommendation, whether that is Dynamics 365, Power Platform, or a custom-built CRM.