KPIs and ROI: Quantifying the impact of data management in your business

Chris Adams, Business Lead, Dynamics 365 Customer Engagement

"Making data-driven decisions with the right technology will help you make bold business moves with confidence. As a result, you’ll empower your employees, deliver better customer outcomes and stay agile in a fast-paced environment."

How can business leaders generate the right outcomes? With timely, fact-based decision making.

Data can help an organisation identify new opportunities and uncover hidden efficiencies. The business world is no stranger to disruptions and changes, and when you extract as much value from data as possible, your organisation will be able to move with speed and gain competitive advantage.

Data maturity helps empower employees to collaborate, gain new insights and take action to deliver operational efficiencies. It can help teams be more innovative with their product development. Ultimately, this leads to delivering a better customer experience.


A graphic of big data

95% of surveyed organisations have deployed big data initiatives on a department or enterprise level

To drive tangible outcomes, leaders should build a solid data foundation to start maximising opportunities. By fusing the power of Azure data and AI with Dynamics 365 and Power Platform, organisations can start to unlock new insights and more critically – take action.

But what stage are you on in your journey? And how do you leverage the right tools to stay agile and deliver the results you need and drive innovation?

Data-driven organisations are growing at an average of 30% or more annually

What stage is your organisation in your data journey?

  1. Good
    • Better understand your customers, employees and use data to drive collaboration.
  2. Better
    • Identify needs and trends, and adapt quickly to new business models, drive efficiencies and reduce costs.
  3. Best
    • Empower employees with insights and drive meaningful change.

Step 1: Good

Customers have high expectations of brands. They want to be heard, understood and have personal, meaningful experiences.

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73% of customers will consider switching to a competitive brand after one bad experience.

How can leaders meet these goals in an ever-changing world?

  • Make customer experience an organisation-wide priority.
  • Be agile enough to respond to customer needs quickly.
  • Respond honestly and authentically.
  • Meet customers in the channels they expect.

When you unify and centralise your customer experience technology, you’ll gain insights to build deeper customer relationships.

Royal Enfield offers a frictionless experience to both its potential and existing customers at different touchpoints, ensuring they can access their data on the spot instead of starting anew each time.

75% of organisations have proved that customer satisfaction leads to revenue growth through increased retention or lifetime value.

These insights will help employees deliver a more personalised experiences to customers. They will also be able to make decisions faster and with greater confidence, to deliver insights to the right stakeholders and the right time.

Rolls-Royce provides targeted and actionable insights at the point of need to inform business decisions, such as which factors will have the most impact on fuel performance.


Microsoft Dynamics 365 logo

Microsoft Dynamics 365 Customer Voice

Helps you better listen to, understand and satisfy your customers. When combined with the Microsoft Dynamics 365 suite, it will help collect customer feedback across channels and form more authentic customer relationships.

Microsoft Dynamics 365 Customer Insights

Get a 360-degree view of customers and identify new unfound segments to support customer retention or create new revenue stream. Optimise and orchestrate real time personalised journeys to create fans improve loyalty.

Power BI

Power BI

Gives every employee within the business the ability to respond in real-time with data-empowered insights on a secure platform.


Step 2: Better

To make sure your organisation continues to meet changing expectations, leaders must collaborate across business functions to align data goals and initiatives. At the same time, continued disruption, and budgeting means cost saving measures are critical.

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64% of IT leaders say they’re using two or more analytics solutions

When you consolidate your data, you’re creating a single source of truth for the enterprise. And by combining it onto one tool like Power BI, you’ll reduce costs.

PwC provides their clients with the data they need to on one platform. They use Azure to process the data and push it to Power BI, before shutting down (to save costs). From there, clients can view their data across customisable dashboards from anywhere.

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48% of business goals driving data initiative investments is to improve decision making

Power BI

Power BI

Align your data across organisational silos. Employees can easily self-serve to get the data they need when they need it. Take advantage of cloud tech such as AI and automation to create cross-team reports that gain more insight. Plus, industry-leading data security capabilities help keep your insights protected.

Microsoft Azure logo

Azure Synapse Analytics

Take your analytics to the next level with Azure Synapse Analytics. Bring together data integration, enterprise data warehousing and big data analytics that utilises your broader data to run more sophisticated modelling for deeper insights that can be quickly accessed in Power BI for everyone to take action from.

The average time-to-insights is 27% faster with Power BI

Step 3: Best

Now you’ve laid the groundwork for a data-driven culture, you can use these insights to drive meaningful change and adapt at speed.

45% of users want real-time data aggregation and analysis

To fully take advantage of your data, leverage automation and AI tools to process, aggregate and analyse data in one place in real-time. This, combined with user-friendly tools allows any employee to pull insights that are relevant for their role, right when they need it.

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82% of users agree that self-service analytics is a top priority at their organisations

This gives rise to the citizen analyst. Employees can get the answers they need while reducing the burden on IT staff. This better places your organisation to make decisions at speed.

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66% of users say these capabilities are critical when evaluating new tools and solutions

Data and AI can also enable predictive analytics, helping you respond quicker to upcoming changes, uncover new opportunities and better support customers. Dynamics 365 SalesDynamics 365 Commerce or Dynamics 365 Marketing can help you find new segments to market to, or drive customer retention with Dynamics 365 Customer Service.


Preemptive digital transformations have a 50% higher ROI than reactive ones

Identify operational inefficiencies with analytics to streamline and optimise back-end tasks, for example, monitor equipment health in manufacturing or healthcare or reduce manual tasks. Dynamics 365 Supply Chain can maximise your supply chains operations.

Analytics can also be used to amplify your organisation’s work. Take, for example, healthcare. AI is being used to analyse medical imagery, leading to quicker diagnosis and helping doctors focus on patient care.

Move forward with confidence

Making data-driven decisions with the right technology will help you make bold business moves with confidence. As a result, you’ll empower your employees, deliver better customer outcomes and stay agile in a fast-paced environment.