Dynamics 365 Essentials by Sarah Critchley

Author:Sarah Critchley
Language: eng
Format: epub
ISBN: 9781484259115
Publisher: Apress

Customer Journeys

Customer journeys are behavior-driven journeys that are based on customer segments. Users can build customer journeys by using a series of blocks that reference an action, such as sending a marketing email, or reference a trigger, such as waiting for a set amount of time or after an email is opened. Customer journeys are driven based on the subsequent behavior of the customer (Contact record) in each block. Based on their behavior, they move throughout the journey, triggering actions within that.

Customer journeys use the same process designer as seen in earlier chapters and originally covered in Chapter 12, meaning the learning curve to get started with creating customer journeys is even smaller (Figure 6-11). Simple to more complex email marketing campaigns can be sent using customer journeys and other types of marketing, such as being sent “call to action”–style landing pages, newsletters based on subscription lists, event marketing, and follow-up surveys from a customer experience using the voice of the customer.

Figure 6-11Customer journey designer in Dynamics 365 for Marketing

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