360-degree Customer View: Treasure or Clutter?
If you are in sales or marketing or customer service or CX or any department that has anything to do with customers at all, you must have heard the term ‘360-degree customer view’.
360-degree customer view is the concept of aggregating customer data from different touchpoints that customers have used to interact with the company – could be while purchasing a product or getting support or even interacting with chatbots.
And this involves collecting customer data from every possible source.
Website visits
Emails
Phone calls
Texts
Chats
Invoices sent
Payments received
Support tickets
Testimonials
It could be in the form of …
Structured data
Unstructured data
Master data
Behavioral data
Consent data
Transactional data
Sensitive encrypted data
… and the list is endless
And since we are getting better and better at this kind of tech … we are collecting oceans of data.
That’s a good thing, right?
Maybe …
Or maybe not …
The right answer is It depends …
It depends on how you are using the data.
It depends on context.
It depends on whether you have the data readily easily available to you when you need it.
Without that context, the data is nothing better than the big pile of clutter you have in the corner of your closet (or maybe in the garage? 😊)
So, before you start collecting data and think of it as the solution to all your problems … stop and think …
How do you plan to use the data?
When will this data be useful?
Is the data time sensitive?
How will you access this data when you need it?
Your next step should depend on the answers to these questions.
If your organization is committed to seeing a 360-degree view of your customers and making decisions based on that data, ConvergeHub can help you do that. Get in touch with us to know more.
ConvergeHub is an enterprise-grade Customer Relationship Management software that helps businesses build long-term relationships with their customers and prospects. It is easy to implement, can be quickly customized to suit any business, needs very little training, and will quickly get your business on the path to 10X growth.
Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.