The Evolution From D365 Marketing to Customer Insights Journeys: How Coffee + Dunn Got Involved

In a recent conversation on PartnerTalks, Rick McCutcheon engaged with Thomas Manders , the founder and CEO of Coffee + Dunn , a company that has made its mark in the marketing operations and Dynamics 365 ecosystem. The dialogue delved into the company's origins, its strategic approach to marketing, its collaboration with Microsoft, and the transformation of Dynamics 365 Marketing into Customer Insights Journeys .

You can watch the full interview below.

Coffee + Dunn's Unique Approach to Marketing Operations

Thomas Manders introduced his company as an expert in marketing operations, steering away from the traditional role of a creative marketing agency. The company got its start implementing processes and technologies that support marketing strategies rather than solely focusing on creative content. Thomas says he tries to meld strategy, process, and technology to foster a connected experience throughout the customer engagement lifecycle.

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Early Collaborations with Microsoft

Coffee + Dunn's collaboration with Microsoft dates back to 2013, triggered by Microsoft's acquisition of MarketingPilot , a small agency management product. While the initial product iteration evolved over the years, it paved the way for the birth of Dynamics 365 Marketing.

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From Dynamics 365 Marketing to Customer Insights Journeys

The recent name change from Dynamics 365 Marketing to Customer Insights Journeys reflects the expanded capabilities and focus of the platform. The shift aligns with Microsoft's dedication to innovation and investment in marketing technologies. Dynamics 365 Customer Insights Journeys works in tandem with Dynamics Customer Insights Data, allowing businesses to automate customer engagement at every stage of the customer lifecycle, empowering them to identify and respond to various triggers, such as support requests or interest in new products.

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Data's Crucial Role in AI and Marketing Strategy

AI can only reach its full potential when supported by accurate and comprehensive data. In his PartnerTalks interview, Thomas stresses that Partners must build their AI-driven insights on robust data capture, management, and analysis. Clean, complete data enables businesses to predict customer behaviours based on past events, informing future marketing strategies.

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Collaboration with Microsoft Partners

Coffee + Dunn's engagement with Microsoft Partners highlights the synergy achieved through complementary expertise. While Coffee + Dunn excels in marketing operations, it collaborates with Partners with specialized skills in other areas within the Microsoft ecosystem. The collaboration, Thomas says, ensures both organizations' clients receive a comprehensive, cohesive solution tailored to their needs.

Dynamics 365 Marketing's transformation into Customer Insights Journeys reflects the evolving landscape of marketing technologies and the pivotal role of data and AI. As Coffee + Dunn continues to bridge the gap between marketing strategies and technological implementations, it remains at the forefront of reshaping customer engagement in the digital era.

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