How To Get A 360 Degree View Of Your Customers

By May 20, 2020 CRM

A 360 Degree view is one where you can see all, minus any blindspots. When you apply it to your customers, a 360-degree customer view is a complete view of who they are, where you can see every single angle of their relationship with your company.

Usually considered outrageous, a 360 Degree Customer View is meant to help companies get a complete view of customers by aggregating data from the various touchpoints that a customer may use to contact a company to purchase products and receive service and support.

Companies now have many tools at their disposal to help them develop this 360-degree customer view, including social media listening tools to gather what customers are saying on sites like Facebook and Twitter, predictive analytics tools to determine what customers may research or purchase next, customer relationship management suites and marketing automation software.

So it has become more important than ever for this software to integrate with other platforms to enable data sharing and a cohesive, up-to-date, accurate view of customers. In some cases, this may involve the use of application programming interfaces to enable applications to share data. Data quality and data cleansing practices may also be necessary to attain an accurate picture of customers, where the data is current, not duplicate or conflicting, and so forth.

What does a 360-degree customer view show?

The past

A 360-degree customer view means that you can see their history and find meaningful and easily digested facts about the consumer. This includes elements such as:

  • Product/service activity
  • Interaction history across all channels
  • Recent product views
  • Campaign activity
  • Process history

 

The present

When a customer reaches out, regardless of the channel used, a company needs to know what’s going on with their account and their stage of the buying cycle. Being up to speed on present behaviors of customers means organizations need to track customer information:

  • Who are they?
  • How do they relate to the organization?
  • What is the context of the interaction?
  • Is there a recent order or current issue recorded that a customer service agent should be aware of?

The future

By understanding the past and present behaviors of a customer, businesses can take findings and map a future relationship. Using digital intelligence, it is possible to tell if there are upsell or cross-sell opportunities e.g. Are your customers intrigued by cookies or retargeting? What ads/content are they most interested in?

By analyzing what customers have previously or presently looked at, marketers and sellers can predict future buying behaviors and create a plan that addresses pain points and queries.

Benefits of a 360-degree customer view

1. It helps you drive a more successful customer management strategy. CRM software is a great way to ensure you track all the touchpoints a customer has with your company. By ensuring all communication, all historical purchases, and all customer service enquires are stored in one place, you will always have a holistic view of the customer.

2. It allows better departmental collaboration, most notably that between sales, marketing, and service.

3. It helps you predict the customers’ move as regards consumption.

4. Paves way for data-driven marketing which is more assured of positive and profitable results.

 

MonkeyPesa joins the industry of Customer Relations Management with a ready-made CRM Software that helps streamline everything from Leads to Deals, Accounts, and contacts.

MonkeyPesa is genuinely built for Sales teams. It is simple but well streamlined and organized.

This CRM Software allows for the integration of services like Email Marketing, SMS, and Social Media marketing and customer support, all in a single business system.

You can contact us on or by a phone call or WhatsApp +256757537658

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