Real-Time Journeys
Start a journey the moment someone acts, such as a form fill, purchase, or registration, and branch on what they do next.
Dynamics 365 CRM — Customer Insights Journeys
Dynamics 365 Customer Insights Journeys
Marketing that knows what sales knows.
Inner Join Technologies implements Dynamics 365 Customer Insights Journeys, formerly Dynamics 365 Marketing, for teams that want campaigns connected to real customer data. Build real-time journeys, emails, and forms on the same records your sales and service teams use, and see which campaigns turn into revenue.
Based in Covington, KY, serving clients nationwide
What It Does
What Customer Insights Journeys Does for Your Team
Dynamics 365 Customer Insights Journeys runs one-to-many engagement on the same customer record as the rest of Dynamics 365, so every campaign is personal, measurable, and connected to sales.
Email and Forms
Design branded emails and forms with a visual editor, personalize them from CRM data, and test before you send.
Segmentation
Build audiences from live Dynamics 365 data and behavior, so lists update themselves instead of being exported and cleaned.
Lead Scoring and Handoff
Score leads on fit and engagement, then route sales-ready leads to sellers with the full interaction history attached.
Events and Registration
Manage events from invitation to registration, reminders, check-in, and follow-up in one connected flow.
Copilot for Marketing
Generate journeys, email copy, and segments from a plain-language prompt, then refine them before anything goes out.
Problems We Solve
When Marketing Can’t Prove What’s Working
Many marketing teams run email in one tool, events in another, and leads in a spreadsheet. Every campaign report becomes an export, a VLOOKUP, and a guess about which touch actually mattered.
Customer Insights Journeys runs on the same data as your CRM, so attribution and follow-up are built in rather than stitched together.
Sound Familiar?
Email lives in a separate tool that doesn’t know what sales knows
Lists are exported and cleaned by hand before every send
Leads reach sales without context, or don’t reach them at all
Campaign reporting stops at opens and clicks, not revenue
Consent and preferences are hard to track across systems
How We Implement It
How Inner Join Delivers Customer Insights Journeys
We get the foundation right first, including domains, consent, and data, so your first journey goes out on time and every one after it is easier to build.
Scope
Sending domains and authentication, consent and preference center, brand templates, segments, first journeys, lead scoring, sales handoff, and marketing team training.
Integrations
Dynamics 365 Sales and Customer Service, your website and forms, e-commerce or event platforms, and Power BI for campaign-to-revenue reporting.
Timeline
A first live journey can launch within weeks of kickoff. Scoring models, additional journeys, and integrations follow in phases.
A Typical Customer Insights Journeys Rollout
Sending domains, consent, and a branded preference center
Segments built from live CRM data, not exported lists
Email templates and forms in your brand
Event-triggered journeys for onboarding, nurture, and events
Lead scoring and handoff into Dynamics 365 Sales
Proof: Adrian Steel
From Five Disconnected Platforms to One Answer
Adrian Steel, a commercial vehicle upfitting manufacturer, came to Inner Join Technologies with a familiar problem. Marketing data was mixed in with sales and operations data inside a single Dynamics 365 environment, and ad performance data from five separate platforms (Google, YouTube, LinkedIn, Spotify, and Bing) lived completely outside the CRM. Before this engagement, Adrian Steel’s marketing team could not produce a single aggregated report across these platforms. The data existed. It just could not be seen in one place.
Inner Join Technologies implemented Dynamics 365 Customer Insights, built a dedicated marketing data environment separate from sales and operations, and connected all five ad platforms into a single Power BI dashboard alongside CRM data. Adrian Steel is now in the second year of an ongoing Monthly Partnership Plan engagement, with the marketing data foundation continuing to evolve as their needs grow.
5Ad platforms unified into one Power BI view
0 → 1Aggregated cross-platform reporting went from impossible to routine
Year 2Currently in year two of an ongoing partnership
“Inner Join removed blockers for us. Given our bandwidth, we wouldn’t have been able to monetize our marketing and advance where we’re going next without them. They’re pivotal in helping us generate, process, and track leads.”
Fred Reinfelder
Director of Marketing, Adrian Steel
Live Healthy Hydrate: CRM and Journeys on One Platform
Live Healthy Hydrate runs Dynamics 365 CRM and Customer Insights Journeys together, so customer records and automated email journeys live on one platform instead of in separate tools.
Works With
One Customer Record, Shared Across Every App
Dynamics 365 Customer Insights Journeys runs on Dataverse, the same data platform behind the rest of the Dynamics 365 CRM apps. Add another app later and it works from the same accounts, contacts, and history, with no second system to reconcile.
Dynamics 365 Sales
Pipeline, forecasting, and seller productivity, with Copilot summarizing every account before the call.
Learn more about Dynamics 365 SalesDynamics 365 Customer Service
Cases, SLAs, routing, and a knowledge base that keeps every customer answer consistent across channels.
Learn more about Dynamics 365 Customer ServiceDynamics 365 Field Service
Work orders, scheduling, and a mobile app that gets the right technician to the right job with the right parts.
Learn more about Dynamics 365 Field ServiceSee how the apps fit together on our Microsoft Dynamics 365 CRM solutions overview.
Questions & Answers
Dynamics 365 Customer Insights Journeys FAQs
Is Dynamics 365 Customer Insights Journeys the same as Dynamics 365 Marketing?
Yes. Microsoft renamed Dynamics 365 Marketing to Dynamics 365 Customer Insights Journeys. The product continues to handle email, forms, events, segments, and customer journeys, with real-time, event-triggered journeys as its core.
What does a Dynamics 365 Customer Insights Journeys implementation include?
It includes configuring sending domains and compliance settings, building consent and preference centers, creating segments, designing email templates and forms in your brand, building your first journeys, setting up lead scoring and handoff to sales, and training your marketing team.
What is the difference between Customer Insights Journeys and Customer Insights Data?
Customer Insights Journeys runs your marketing: emails, forms, events, and journeys. Customer Insights Data unifies customer data from many sources into single profiles. Many organizations start with Journeys on their Dynamics 365 CRM data and add Data later when they need to unify other sources.
Can Customer Insights Journeys trigger messages from website or app activity?
Yes. Real-time journeys can start from events such as a form submission, a purchase, a registration, or a custom trigger from your website or app, then branch based on what each person does next.
How does marketing hand leads to sales in Dynamics 365?
Customer Insights Journeys and Dynamics 365 Sales share the same contact and lead records. Lead scoring identifies who is ready, and the lead moves to a seller with every email, form, and event interaction attached, so the first sales conversation starts with context.
Connect Every Campaign to Revenue
Talk with a Dynamics 365 Customer Insights Journeys partner about your audiences, your first journey, and how marketing hands leads to sales.
