Across every single industry, the opportunity to reimagine the products and services that are being delivered, the relationships with customers, and the structure of these industries is real. We are at the tipping point of digital transformation. While it's a threat in many ways for our customers, it is also a huge opportunity to better serve customers across the globe.
In the era of digital transformation, our strategy surrounds the digital feedback loop. We are in the midst of a complete application refresh cycle with every industry and it is our collection of business process applications services that address that customer digital feedback cycle, allowing us to meet our customers where they are as they move down their digital transformation journey. We are focusing on 3 areas to digitally transform:
Customers - The changing nature of the relationship that our customers have with their customers
This is traditionally the domain of CRM, customer engagement where it was a system about “known knowns.” What you know is already in your CRM system by name and with associated account and contact information. Increasingly we along with our customers need to know our prospects before they become our customers that’s initially anonymous. They are the profile of the potential prospects coming from various channels that are digitally deliver. This enables our customers to engage their customers in a differently by collecting all of the data from various sources, prior to know who the individual while taking them through an intelligent journey based the predictive analysis. This is the fundamental change in the way which we engage with our customers.
Product - Fundamental reinvention of what's possible for service and product
This is the traditional ERP environment where ERP was about collecting supply change, manufacturing some products, warehousing them, shipping them out, and hopefully getting paid. Once the product left the loading docks, hit the truck, then it disappeared.
Today, this is not the case.
When customer receives a shipment, the product is integrated with telemetry, signals and sensory that enables our customer to adapt to the fundamental nature of the product and services on what is possible. For example, being able to assess the posture based on the real data for customer reporting on manufacturing defects or quality. Predicting when capital equipment is going to fall and proactive managing it to avoid customer dissatisfaction to reimagine what’s possible on the product side and feedback it in real time, direction back into the customer engagement cycle to recommend new product and services. This interconnected set of business processes is brand new, powered by data, intelligent technologies delivered through Dynamics 365.
People - The people that you need and the way that you connect to transform the business processes.
The people that we need in our organization will operate in this digitally transformed environment. We provide the tools that allows them to create, collaborate, communicate, and connected with the business process transformation leveraging data insights to connect customers and products. This digital feedback drives the overall growth.
Source: Microsoft
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