CRM

We’ll kick off CRM Connect 2024 with our keynote, the perfect way to get started. We’ll get you up to speed with all the latest across Microsoft announcements around Dynamics 365 CRM and Power Platform, and with the 2024 Wave 1 Release upon us, there are plenty of updates to cover! Plus, we’ll be reflecting on the last 12 months of Microsoft’s AI tool; Copilot, summarising the latest customer experience trends, and giving you the latest updates from us at Tecman when it comes to Dynamics 365 CRM and Power Platform.

Please pick one from the sessions below

Last September Microsoft changed the name of Dynamics 365 Marketing to Dynamics 365 Customer Insights – Journeys. But this change was far from just a new product name, we’ve seen a shift in the marketing automation tool. Outbound Marketing is no longer being updated and instead, the focus is now on the Real Time Marketing area of the product, aligning with industry trends to create personalised experiences for your customers and prospects. We’ll be covering what these changes mean, what new functionality is coming (and what is already here), for example, the ability to build marketing journeys using natural language, making it easier than ever to get your campaigns set up. Plus, we’ll also be covering what you need to be doing to ensure you are getting the most out of Dynamics 365 Customer Insights – Journeys, whether you’ve already made the move, you’re making the transition or just getting started.

Who’s this session for?
Business Decision Makers / Business Users

Please pick one from the sessions below

Providing excellent customer service has always been a vital aspect of any business. Poor customer service can quickly turn customer relationships sour, no matter how excellent your product or service is. We’ll be covering how some key features in Dynamics 365 Customer Service will help you keep customers smiling, turning them into loyal regulars. Learn more about functionality like unified routing, to assist in effective case allocation, management and resolution by ensuring cases are handled by the best team member for the job, as well as ensuring employees aren’t overloaded with cases by automatically managing capacity, as well as case forecasting, the latest Copilot features, Microsoft’s AI tool, and more. We’ve all experienced a customer who isn’t 100% happy, it’s a natural part of business, but what matters is how their issues are handled and ensuring that the customer feels like they are being listened to, they’re kept up to date and most of all, they’re left smiling at the end.

Who’s this session for?
Business Decision Makers / System Managers / Business Users

As part of the rename of Dynamics 365 Marketing to Dynamics 365 Customer Insights – Journeys, Microsoft have also bundled in another product into their new marketing automation offering. Any marketing or sales professional will be familiar with the importance of data-based decisions, and that is what Dynamics 365 Customer Insights – Data is here to help users with. This session will give an introduction to this new offering from Microsoft and what exactly a “Customer Data Platform” is, leaving you confident to get started. You’ll learn how you can use the data platform to help inform, personalise and automate your marketing campaigns, accelerating sales, and bringing those wins in! We’ll also explore how Dynamics 365 Customer Insights – Data can be used to identify whether any of your customers are at risk, helping you to take action and resolve any issues before it’s too late. If you already have the new Customer Insights licence, or you’re considering investing in your marketing efforts, this session is not to be missed.

Who’s this session for?
Business Decision Makers / Business Users

Bring your data into the era of AI! When it comes to reporting and data analytics Microsoft has some fantastic options within the Microsoft Fabric family, from One Lake to Power BI and more. These tools are here to help you bring your data together from different sources, including the Power Platform and Dynamics 365 Business Central, so you can make quicker and better business decisions. But if you’re struggling to understand what all these different options are and what they mean to your business, fear not! We’re here to break it down for you, helping you get to grips with what options are out there, what the do’s and don’ts are for each and how they can support your business. Attend this session to evolve your reporting strategy.

Who’s this session for?
Business Decision Makers / System Managers

Before ending the day, we want to take the opportunity to bring everyone back together for some final thoughts and updates. We’ll be exploring what’s coming up in 2024 across our customer base and the Microsoft ecosystem. Plus, we’ll be joined by customers on stage to highlight some problems they have solved with Dynamics 365 CRM and Power Platform within the past 12 months helping share knowledge and experiences before opening up to questions.