Dynamics 365 helps you connect and unify your commerce and marketing activities so you can deliver more relevant, personalized experiences across every channel.

By bringing together Dynamics 365 Commerce and Dynamics 365 Marketing, you can:

• Use AI-infused personalization and machine learning models to tailor product recommendations and content.
• Design event- and data-driven customer journeys that respond to real customer behavior in real time.
• Unify data from every customer touchpoint (online, in-store, and back office) to build a holistic view of each customer.

This unified view helps you move customers more quickly from evaluation to purchase, improve conversion rates, and increase the lifetime value of each customer. A good example is Ste. Michelle Wine Estates, which deployed Dynamics 365 Commerce across all its wine brands to unify consumer data and use it more intelligently to enable better consumer experiences.

Dynamics 365 is designed to help you reimagine omnichannel retail by connecting digital, in-store, and back-office operations on a single platform.

With Dynamics 365 Commerce, you can:

• Provide a consistent experience across online and brick-and-mortar channels, including product categorization and loyalty programs.
• Give store associates real-time access to customer data (past purchases, wish lists, loyalty status) so they can personalize in-store interactions.
• Leverage AI and machine learning to surface personalized recommendations and insights directly to in-store team members.

For example, Signature Cosmetics & Fragrances, with more than 170 stores across South Africa, Botswana, and Namibia, implemented Dynamics 365 Finance and Operations and then Dynamics 365 Commerce. They can now:

• Connect a customer’s online wish list directly to in-store sales opportunities.
• Use Power BI on top of retail, e-commerce, and supply chain data to create reports that support better decision-making.

This approach helps you deliver the kind of seamless purchase journeys that customers increasingly expect, regardless of where they choose to engage.

Dynamics 365 is built to help you drive efficiency, reduce costs, and create a more connected business across people, data, and processes.

According to a Forrester Total Economic Impact (TEI) study commissioned by Microsoft on Dynamics 365 Business Central, organizations can achieve:

• More than 200% ROI over three years.
• A payback period of around six months.

Beyond the numbers, organizations use Dynamics 365 to:

• Adapt and innovate faster by linking data across retail, e-commerce, and supply chain.
• Enable agentic, data-driven decisions across the value chain, supported by tools like Copilot and Power BI.
• Deliver operational excellence while improving customer satisfaction through more personalized, friction-free experiences.

If you want to explore the impact in your own context, you can start with a free Dynamics 365 Commerce trial and evaluate how personalized and seamless digital commerce experiences could work for your B2C and B2B customers.