Segment customers by engagement and relationship strength
Important
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| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | 
Apr 1, 2021 |
Jan 31, 2022 |
Business value
In the current banking world, bank agents provide services to many customers. They must communicate, advise, and provide information based on a deep understanding of the customer’s financial strength through holdings, assets and liabilities, including the customer’s actions, life moments and an overview of their personal and business relationships with other people connected to the bank.
This information about the customer is stored in the bank across multiple separate modules: sales, services, marketing, and operational systems. To access all this information, the bank agent must search several systems, with data that is oftentimes incomplete, inaccurate, and isolated.
Customer intelligence unifies important, relevant, and accurate customer information across multiple sources through Dynamics 365 Customer Insights. This empowers the agent to engage with customers by using relevant insights that combine demographic information, financial measures, and attitudes to form financial segments and AI models, altogether helping to quickly understand the customer.
In addition, customer intelligence offers the agent a view of important indicators regarding the relationship between the bank and the customer while also informing any proactive outreach from the bank. Insights can help to anticipate certain behaviors based on customers who are similar in engagement or financial situation. Deeper understanding can reduce unnecessary friction and replicate best practices through data-driven insights that help to optimize the customer journey with the bank.
Feature details
Be proactive with customers and customize services for them by segmenting them into groups that share similar values, such as share-of-wallet and engagement habits. Identify customers who are most valuable or critical to the bank so you know to give them exceptional care with a high-touch relationship.
Customer segmentation is based on engagement and strength of relationship with the bank.
See also
Retail banking segments in Microsoft Cloud for Financial Services (docs)